Work Preference
Overview
Work History
Websites
Timeline
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Open To Work

Edward McDonald

Myrtle Beach,SC

Work Preference

Job Search Status

Open to work
Desired start date: 2 weeks notice

Desired Job Title

Customer SpecialistHelp Desk AnalystSenior Support EngineerSupport Product Lead for NetIQ Operations CenterManager of Quality Assurance

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

On-SiteRemote
Location: Myrtle Beach, SC
Open to relocation: Yes

Salary Range

45000/yr - 200000/yr

Important To Me

Work-life balanceCompany CultureWork from home optionHealthcare benefits401k match

Overview

26
26
years of professional experience

Work History

Customer Specialist

Carmax
Myrtle Beach
02.2025 - Current
  • A high-energy retail sales environment where I worked with a team to meet goals and handle a wide range of customer interactions.
  • To make sure everything goes smoothly, the ability to quickly build rapport with people and understand their needs is essential.
  • I managed a variety of diverse tasks, with limited supervision, including vehicle sales, processing of sales paperwork, assessing vehicle condition for use in appraisals, and even managing repair orders.
  • Key Accomplishments:
  • Demonstrate exceptional communication skills
  • Display confidence in self, the products and Carmax
  • Balance the needs of the Customer and the business when making decisions

Help Desk Analyst

Intellect Resources
Murrells Inlet
10.2023 - 04.2024
  • Provided onsite support for Tidelands Health applications through helpdesk app and phone support.
  • This was off and on activity due to leading and assisting with 2 new application launches like Epic and Workday.
  • Contractor for Tidelands Health
  • Key Accomplishments:
  • Lead a team of 2 to deliver and install 3500 plus peripherals and devices to major hospitals and practices located in a 50-mile radius.
  • Imaged over 300 Dell desktop and laptops using to replace older machines in the field.
  • Provided phone support on average of about 50 calls a day.

Senior Support Engineer

MICROFOCUS / ATTACHMATE / NOVELL / MANAGED OBJECTS
Multiple Locations
01.2015 - 12.2017
  • Provided remote support for the company’s Identity, Security, Access and Edirectory product lines.
  • Ensure client success by effectively providing dependable and timely problem resolution, troubleshooting software and hardware problems, installing programs, and resolving networking issues.
  • Deliver a high level of customer satisfaction by delivering world-class technical support services.
  • Collaborating with multiple groups, we could quickly resolve critical issues in a timely manner.
  • Developed documentation to assist customers in resolving routine issues.
  • Multinational software and information technology businesses; built over four acquisitions.
  • Key Accomplishments:
  • When MicroFocus acquired Attachmate, quickly adapted to learning new products to provide excellent support.
  • Consistently achieved key performance indicators (KPI’s), such as closing 80% of new tickets in a day and taking on as many as twenty five to forty new tickets in a day.
  • Gained valuable expertise in multiple MicroFocus applications.

Support Product Lead for NetIQ Operations Center

MICROFOCUS / ATTACHMATE / NOVELL / MANAGED OBJECTS
Multiple Locations
01.2014 - 12.2015
  • Designed, built and rolled-out NetIQ Center products to support company strategy.
  • Collaborated with development and quality assurance (QA) to deliver new features and releases.
  • Managed releases to ensure smooth transitions for customers.
  • Managed NetIQ Center support operations, managing a team of five in providing L1, L2 and L3 support and providing higher-level support directly when needed.
  • Participated in Agile scrum teams with product management, development and escalation teams on new functionality and bug resolution.
  • Multinational software and information technology businesses; built over four acquisitions.
  • Key Accomplishments:
  • When NetIQ acquired Novell, maintained management of the Operations Center product line.
  • Successfully delivered two minor and one major release a year to customers, managing the delivery process to ensure customer satisfaction.

Manager of Quality Assurance

MICROFOCUS / ATTACHMATE / NOVELL / MANAGED OBJECTS
Multiple Locations
01.2006 - 12.2014
  • Evaluated and set quality standards for all Novell Operations Center (NOC) product which was an enterprise management solution for customers that integrated over 20 different OEM management tools (HP, Tivoli, BMC, CA, etc) and technologies into a single console.
  • Established and documented standards, procedures, and acted as a catalyst for change to meet quality standards.
  • Managed a team of seven in-house and offshore testers in evaluating our Operations Center product.
  • Maintained the quality testing lab environment of physical and virtual servers.
  • Collaborated with product management and support on new features and defects.
  • Responsible for over 40 plus third-party integrations setup, maintenance and testing of these.
  • Maintained the same role when Novell acquired Managed Objects in 2008.
  • Multinational software and information technology businesses; built over four acquisitions.
  • Key Accomplishments:
  • Responsible for QA Lab that housed multiple versions of Novell Operations Center, operating systems, and third party products (several) required to perform end to end testing of Major, Minor and Maintenance releases.
  • Improved product quality to 95%.
  • Promoted to Manager of Quality Assurance at Managed Objects in recognition of product expertise and insights into how the clients use the product.
  • Successfully delivered four minor and one major release a year to customers, managing the delivery process to ensure customer satisfaction.
  • Managed team and performed manual, adhoc, automated, performance and customer environment tested regularly.

Senior Pre-Sales and Systems Engineer

MICROFOCUS / ATTACHMATE / NOVELL / MANAGED OBJECTS
Multiple Locations
01.2000 - 12.2006
  • Served as the technical subject matter expert (SME) in Business Service Management in multiple stages of the sales process.
  • Helped to close new business by conducting presentations for clients, gathering their requirements and setting up pilot demonstrations.
  • Developed and Installed proposed solutions that included technical solutions which accurately addressed customer needs.
  • Engaged and trained key customer technical decision-makers to enhance overall satisfaction.
  • Travel requirements were about 50 to 75 percent of the time on the road.
  • Multinational software and information technology businesses; built over four acquisitions.
  • Key Accomplishment:
  • Effectively assisted sales teams in closing three to five new clients each quarter.

Websites

Timeline

Customer Specialist

Carmax
02.2025 - Current

Help Desk Analyst

Intellect Resources
10.2023 - 04.2024

Senior Support Engineer

MICROFOCUS / ATTACHMATE / NOVELL / MANAGED OBJECTS
01.2015 - 12.2017

Support Product Lead for NetIQ Operations Center

MICROFOCUS / ATTACHMATE / NOVELL / MANAGED OBJECTS
01.2014 - 12.2015

Manager of Quality Assurance

MICROFOCUS / ATTACHMATE / NOVELL / MANAGED OBJECTS
01.2006 - 12.2014

Senior Pre-Sales and Systems Engineer

MICROFOCUS / ATTACHMATE / NOVELL / MANAGED OBJECTS
01.2000 - 12.2006

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Edward McDonald