Brenda Daverin
P.O. Box 2464
Redwood City, CA 94064-2464
(650)598-9653 - home
(415)730-6881 - cell
Email: bdaverin@pacbell.net
Summary
* Customer support specialist with five years of experience handling a diverse clientele
* Quality assurance engineer with twelve years of experience in black-box testing
* Capable of inter-departmental communication and interaction to achieve goals
* Dedicated to customer service and clear communication
* Able to meet or exceed goals with minimal supervision
Tech Skills
* MacOS X 10.4, Windows XP
* Adobe Acrobat, Firefox, InDesign, Dreamweaver, HEAT, GlobalScan, Microsoft Office, Oracle, PageMaker, Photoshop, PowerHelp, ScanRouter
* Certified Ricoh technician with specializations in document management solutions and printer hardware and software
Experience
Senior Solutions Specialist
Sept. 2000 - Nov. 2005 - Ricoh Corporation, Cupertino, CA
* Handled tech support questions via phone and email from salespeople, technicians and customers, averaging 10-20 calls/day.
* Met or exceeded group standards for call volume, hold percentages, and customer satisfaction surveys.
* Created and maintained complete set of customer-facing FAQs on one product.
* Contributed to the FAQs of several other products.
* Wrote white papers and instructional guides which aided in product sales.
* Prepared and distributed reports on calls received by the support team which tracked various issues and performance matrices, expanding the report from charts and graphs to a detailed discussion of trends and issues
Coordinator
Oct. 1999 - Sept. 2000 - Bizbuyer.com, San Jose, CA
* Facilitated communication between two corporate offices to better track various development projects for a B2B website/portal.
* Position was created after I demonstrated the need for a dedicated person to handle the traffic.
* Assisted director of engineering with management of engineering and QA staff.
Software QA Engineer
May - Oct. 1999 - Splash Technologies, Sunnyvale, CA (contract)
* Performed functionality and application compatibility testing for PostScript-based color printer servers from MacOS and Windows platforms.
* Designed test matrices.

Software QA Engineer
Jan. 1998 - March 1999 - NEC, Santa Clara, CA (contract)
* Performed third-party application compatibility and functionality testing of PrintGear and PostScript-based laser printer drivers and installers for the Mac OS.
* Ran pre-designed automated tests using Adobe PS Test software.
* Wrote test cases based on provided goal lists.
* Designed test matrices for the drivers and installers.
Software QA Engineer
Sept. 1996 - Dec. 1997 - Apple Computer, Santa Clara, CA (contract to perm)
* Performed third-party application compatibility testing for QuickDraw inkjet printer drivers.
* Was lead tester for the installer section of the project.
* Wrote test plans and matrices.
Software Tester
Apr. 1996 - Sept. 1996 - Becton Dickinson Immunocytometry Systems, San Jose, CA (contract)
* Performed feature set and functionality testing of a proprietary immunocytometer data interpretation software package for the Mac OS.
* Wrote test procedures and designs in compliance with ISO 9000 standards.
Software QA Engineer
October 1995 - Mar. 1996 - Apple Computer, Santa Clara, CA (contract)
* Performed third-party application compatibility testing for a QuickDraw inkjet printer driver.
* Was lead tester for the installer section of the project.
* Wrote test plans and matrices.
Software Tester
Nov. 1994 - Oct. 1995 - Apple Computer, Cupertino, CA (contract)
* Comprehensive manual testing of client software for eWorld, Apple’s online service, and specialized testing of the electronic mail section of the system software for the Newton personal digital assistant.
* Designed and implemented test cases.
Software/Peripheral Tester
June 1994 - Nov. 1994 - Global Village Communications, Mountain View, CA (contract)
* Comprehensive manual testing of fax modem applications and associated support software for the OneWorld fax server and TelePort fax modem (Macintosh).
* Designed test plans.
* Proofread documentation.
Software/Peripheral Tester
May 1993 - Feb. 1994 - Canon Information Systems, Palo Alto, CA (contract)
* Comprehensive manual testing of printer drivers, scanner drivers, and other assorted support software for Canon hardware.
* Designed test plans and wrote test matrices.
* Proofread documentation.
Education
Studied theater arts, music, and general subjects at Ca–ada College in Redwood City and Sonoma State University in Rohnert Park from 1985 - 1989 and from 1991-1992.


Brenda Daverin - (650) 598-9653