SUMMARY:

• A hard - working, quality and result-oriented individual seeking a challenging position with the potential to grow into a long-term career with the possibility of advancement and the ability to contribute to organizational goals and objectives.

TECHNICAL SKILLS:

• Organization, prioritization, and time management Internal/external customer training and supervision
• Detail and Quality oriented Team Player
• Multiple task management/coordination Verbal, written, and listening communication skills
• Creation and execution of projects Problem identification and solution development
• Fluent English and Russian Technical and procedural documentation

PROFESSIONAL EXPERIENCE:

Confidential

Quality Assurance Automation Engineer

• Technology: Java, Rest API, Jenkins, JavaScript, Typescript, Python, Locust, AWS, S3, Lambda, SNS, SSH, SFTP, Git, Jira, Stash, Postman, TestNG, Selenium
• AWS: S3, Lambda, SNS
• Occasional dev tickets to allow higher bandwidth on high priority initiatives

Confidential

Software Quality Assurance Engineer

• Technology: Java, Rest API, Jenkins, Cassandra, Spark, Kafka, Zookeeper, Aws, S3, SFTP, Git, Jira, Stash, Postman, TestNG, Selenium
• 95% automation / 5% manual testing
• Interviewing candidates for Associate roles and bringing new hires up to speed on project

Confidential

Associate Software Quality Assurance Engineer

• Technology: Rest API, Kafka, Avro, Zookeeper, AWS, Java, Jenkins, Maven, Git, Postman, Jira, Stash, Mongo, Cassandra, JUnit, JMeter,, TestNG, Mockito
• Manual and automated testing
• Writing Java based testing utilities
• TesNG tests and suites
• Load testing/ soak tests
• Input testing
• Positive/negative tests
• Unit tests/ Mockito as needed
• Boundary testing
• Proprietary testing framework, TestNG and JUnit
• Regression testing
• Functional testing
• Environment specific testing
• Multi-environment deployment
• Code coverage
• Bug tracking/documentation
• Process documentation
• Pager duty/ on call response to automated alerts
• Release tracking/documenting
• Product SME

Help Desk Lead / Confidential project

Confidential

• Assist Confidential with during high volume seasonal volume peeks ( 4-6 months/year)
• Server resource monitoring
• Application pool/ISS monitoring
• Assisting Incident management with facilitating/gathering rapid response resources during system events
• Coordinating gathering replication steps and system/impact assessment
• Active directory / user management
• System logs/ IP traces for system access
• Creating/ updating Knowledge base and escalation procedures

Team Lead

• Assist floor personnel by answering questions and providing suggestions in response to technical issues and complex support situations.
• Working with other departments to ensure quick and accurate problem resolution
• Providing emergency/system issue communications
• Working with 3rd party vendors and coordinating problem resolutions
• Provide real time coaching to floor personnel on calls, emails and chats.
• Conduct research and take the lead on investigations for difficult support problems.
• Coordinate ongoing technical issues and manage escalation activities as necessary.
• Take part in the Agent Ops core competency of providing direct support to customers by answering incoming support requests.
• Collaborate with management to organize work activities and ensure successful results.
• Manage and oversee all queues for calls, email, and chats during specified times
• Assist management in facilitating schedule adherence, mode coverage adjustments and enforcing guidelines and policy.
• Assist management in the control, flow and coordination of escalated issues and system events.
• Represent the Agent Ops in meetings, conferences or Other duties
• Supervisor/ hot customer handling

Specialist / Sr. Help Desk Technician / Confidential project

Confidential

• Assist Confidential with during high volume seasonal volume peeks ( 4-6 months/year)
• Server resource monitoring
• Application pool/ISS monitoring
• Assisting Incident management with facilitating/gathering rapid response resources during system events
• Coordinating gathering replication steps and system/impact assessment
• Active directory / user management
• System logs/ IP traces for system access
• Creating/ updating Knowledge base and escalation procedures

Specialist / Sr. Help Desk Technician

• Customer service/ technical system specialist for multiple platforms and products
• Maintain accounts via internal processing system
• Excellent verbal and written communication skills
• Creating and updating technical documentation
• Handling escalated issues and retaining ownership until resolution
• Knowledge utilizing PC based databases and spreadsheets
• Experience with web-based applications and/or internet and HTML/Java/Flash technical related issues
• Troubleshooting client end network/security hardware and software for compatibility
• Support over chat, e-mail and phone

Help Desk Technician

• Customer service representative offering quick technical resolutions to students, professors and administrators
• Maintain accounts via internal processing system
• Excellent verbal and written communication skills
• Knowledge utilizing PC based databases and spreadsheets
• Experience with web-based applications and/or internet and HTML/Java/Flash technical related issues
• Support over chat, e-mail and phone

Confidential

Network Engineer

• Responsible for all Network Operations Center functions. Interfacing with all appropriate Telco’s and Vendors to resolve all network outages.
• Troubleshoot and resolve all outages: circuits, hardware, software and applications of the new satellite network as well as the existing point of sale network.
• Have working knowledge of Routers, Hubs, Switches, protocols, TCPIP, Frame Relay, T1’s and Satellite technology.
• Have working knowledge of SNMP management tools
• Understanding of relationship between routers, switches, patch panels and connecting devices to the network.
• Identifying and troubleshooting different projector types and hardware configurations