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Senior Quality Assurance/dns Support Specialist/level 2 Website Support Specialist Resume

SOFTWARE eXPERTISE:

  • Windows /98/2000/7/10
  • Windows Vista, 7
  • SQL Server 2005/08/2012
  • SEM Rush
  • Active Directory
  • PKI (Public Key Infrastructure)
  • VMWare
  • Windows Server 2000/2003/2012
  • MAC OS 3 thru 10.12
  • MS Exchange
  • Microsoft Azure
  • Microsoft 365
  • Salesforce
  • Tivoli
  • Windows NT 4.0
  • Adobe
  • NetScreen VPN Client
  • MS Office Suite/Project
  • Remote Desktop
  • Confidential /Remedy/Altiris

PROFESSIONAL EXPERIENCE:

Senior Quality Assurance/DNS Support Specialist/Level 2 Website Support Specialist

Confidential, Norfolk, VA

Responsibilities:

  • Responsible for setup of new customers websites, then launching them. Created host zone records, set up new Office 365 accounts and new email accounts.
  • Developed Test Plans, Test Cases and Test Scripts per business requirements.
  • Posted live reviews of websites using SEM Rush to identify missing or broken external links, dead end links plus a variety of other possible errors.
  • Created host zone records for customer websites and managed DNS records.
  • Technical expert for website support. Handled all the complex issues with customers to ensure issues were resolved in a timely manner.
  • Developed the current procedures for taking new customer websites live, ensuring all steps were completed in correct order to maximize current staffing.

Senior Systems Support /Network Administrator/Quality Assurance Technical Specialist

Confidential, Virginia Beach, VA

Responsibilities:

  • Provided system software support for over 3500 helpdesk clients worldwide by phone as needed to minimize downtime.
  • Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions.
  • Resolved a wide range of internal software, hardware and network issues by accurately diagnosing and troubleshooting.
  • Participated in product design reviews to provide input on functional requirements, product design, schedules, or potential problems.
  • Planned test schedules in accordance with project scope and delivery dates.
  • Documented software defects, provided feedback and recommendations to developers on software usability and functionality.
  • Wrote Knowledge Base articles to assist clients and other employees with future diagnostics.
  • Assisted Marketing Team by creating Support videos for company website and served as Subject Matter Expert for technical white papers and Marketing collateral.
  • Determined viability of custom client requests and assisted Professional Services Team with difficult software implementations.
  • Received the 2009 and 2010 Virginia HDI Analyst of the Year Award.

SENIOR HELP DESK TECHNICIAN/NETWORK ADMINISTRATOR

Confidential, Norfolk, VA

Responsibilities:

  • Managed all computer network traffic throughout the region, including remote operations and monitoring of all servers, server farms, routers, networks, and initiated rapid response to attempts to penetrate network security.
  • Maintained Enterprise - level Active Directory operations. Included assigning policies, deploying software, and applying critical updates to over 10,000 users in more than 150 offices.
  • Supported all helpdesk operations, including customer desktop support, LAN, BAN and WAN functions.
  • Performed basic network operations functions, such as monitoring information on all sites and back haul, identifying deterioration of components and dispatching / assisting field personnel with repairs.
  • Handled incoming trouble calls; collaborated with other organizations to resolve service issues.
  • Resolved network problems/faults; escalated as necessary to appropriate parties.
  • Tracked and updated problems in an Altiris trouble ticketing system.
  • Responsible for the support of 300+ Apple computer systems, performing OS upgrades and Cisco Clean Access installations.
  • Installed or upgraded to Windows 2000 Professional and Windows XP Operating Systems.
  • Configured and managed hardware devices and drivers.
  • Optimized system memory, disk, and application performance.
  • Troubleshot the desktop environment.
  • Implemented network protocols and services.
  • Ensured data and system security.

DATA EXTRACTION TEAM LEAD

Confidential, Virginia Beach, VA

Responsibilities:

  • Responsible to ensure the timely completion of inventory downloads for 3500+ client dealerships across the country occur nightly. Responsible for the training of newly hired employees on the proper methods to download inventory.
  • Handled the extraction process and maintenance for over 385 dealerships utilizing the ADP Extraction system; processed the 225 Application On Demand Downloads nightly.
  • Instrumental in the design and kick off of a new Extraction Tool (VIPS).
  • Technical expert liaison assigned to the Data Departments for issues concerning out network and hardware systems.

EMAIL TEAM LEAD

Confidential, Virginia Beach, VA

Responsibilities:

  • Responsible for the maintenance and program installation for 135,000 seats for the Confidential Corp Internet Contract ( Confidential ). Insured timely delivery of software updates. First line of system troubleshooting, guaranteeing timely process through which problems are controlled. Included problem recognition, research, isolation, resolution, and follow-up.
  • Ensured that more than 600 daily emails and 450 voicemail messages received proper routing and troubleshooting.
  • Team Leader for 15-person team. Directly supervised all agents. Responsibilities included:
  • Monitoring agent’s calls and tickets to provide feedback and mentoring.
  • Ensuring shift turnover briefings and reports were completed per policy.
  • Development and coordination of monthly status reports from agents.
  • Created and maintained daily reporting matrix to report accurate numbers to supervisors.
  • Hand-picked to perform internal audit of system and software installed on over 275 helpdesk technicians' machines.

AVIATION SHEETMETAL MECHANIC

Confidential

Responsibilities:

  • Responsible for the daily maintenance and security of 125 US Confidential computer assets, including the replacement of hard drives, monitors, printers, video cards and network cards. Screened all upgrades of software, ensuring compliance of copyright laws.
  • Quality Control Supervisor for 12 years. Responsible to ensure all safety of flight requirements for aircraft was met.
  • Tool Room Supervisor on USS America (CV-66) during complex overhaul. Directly responsible for issuing, repairing and general maintenance of all tools. Directly supervised 15 personnel in the day-to-day operations of tool room.
  • Work center Supervisor in multiple commands. Supervised day-to-day operations of shop personnel to ensure priorities were scheduled as needed to meet command operational requirements.

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