SENIOR SERVICES ANALYST Resume

SUMMARY

Dedicated, accomplished professional with a diverse multitude of experience in business analysis, programming, software quality assurance, and IT administration seeking an opportunity to achieve personal and organizational success.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

SENIOR SERVICES ANALYST

Confidential

Responsibilities:

Designed and implemented document capture and business process workflow solutions for a wide array of customers.
Provided customer support via telephone, VPN, and remote session channels.
Responsible for installing, configuring, and customizing software products such as Kofax Capture, KTM, Hyland OnBase, and HP Teleform.
Managed IT infrastructure, Windows Server 2008/2012 administration and VM creation using VMware vSphere 5.1.
Created custom SQL queries and maintained company’s MS SQL Server 2012 architecture.
Developed detailed specifications and documentation including test plans, design documents, status reports, and user guides.
Designed and conducted training classes for administrators and end users on various software products and system solutions.
Responsible for recording voice prompts and programming various database features of the office Mitel phone system.
Provided project management leadership for multiple customer solutions.
Currently studying to become company SME on Microsoft Azure platform.

Quality assurance manager

Confidential

Responsibilities:

Developed metrics to determine quality of software product during release cycle.
Maintained defect tracking database for internal defects and customer issues.
Coordinated multiple resources and testing efforts for QA team.
Prepared QA test plans and product release cycle plans.