OBJECTIVE:

To obtain a mutually rewarding Lead Help Desk/Software Testing position which provides the opportunity to work collaboratively with all levels of the organization in delivering products and services that exceed the expectations of internal and external customers.

PROFESSIONAL EXPERIENCE:

Help Desk Technician/Software Tester

Confidential,Fairfax, VA

• Provide support to end users on a variety of issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email and personnel requests for technical support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Represents other Information Technology staff members, teams, and their services to the client community.
• Provide support for all Confidential client Information Technology products and services. Support includes answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, support involves troubleshooting hardware/network issues and resolving difficulties with Confidential provided software.
• Determines the most effective manner to resolve client's technical issue. Engages in research and in - depth troubleshooting to resolve technical issues. Consults with other technical staff when necessary.
• Records required customer and problem information in the SLD Helpdesk ticket system. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
• Resolves Level 1 Issues and answers basic technical questions. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Works on Help Desk related projects as assigned by supervisor or project manager.
• Execute software testing as directed by the supervisor or Project Manager.
• Prepare and configure software testing environment, including workstations, peripheral devices, operating systems and testing simulation files.
• Develop new test cases and procedures as needed to address changes in configuration and connected peripherals.
• Produce Test Progress Reports for the project team during test execution.
• Produce Test Incident Reports as needed.
• Produce Test Summary Report at the conclusion of testing.
• Support Configuration Management activities throughout each release lifecycle.
• Provide third party document review.
• Develop processes and procedures for use by internal staff as well as external users of the supported software.
• Create and implement a document management repository using Microsoft Visual Source Safe.
• Assist System Administrators in executing remote preventive maintenance on supported systems located at various customer sites.

Help Desk Technician

Confidential,Vienna,VA

• Provide support to end users on a variety of issues.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email and personnel requests for technical support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Represents other Information Technology staff members, teams, and their services to the client community.
• Provide support for all Confidential client Information Technology products and services. Support includes answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, support involves troubleshooting hardware/network issues and resolving difficulties with Confidential provided software.
• Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with other technical staff when necessary.
• Records required customer and problem information in the SLD Helpdesk ticket system. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
• Resolves Level 1 Issues and answers basic technical questions. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Works on Help Desk related projects as assigned by supervisor or project manager.
• Execute software testing as directed by the supervisor or Project Manager.
• Provide third party document review.
• Develop processes and procedures for use by internal staff as well as external users of the supported software.
• Create and implement a document management repository using Microsoft Visual Source Safe.
• Assist System Administrators in executing remote preventive maintenance on supported systems located at various customer sites.

Quality Assurance/Quality Control Lead

Confidential,McLean,VA

• Reviewed and analyzed application system modules and documentation to ensure applications were properly developed and implemented into production.
• Assisted developers in diagnosing production problems and participated in Design Inspection.
• Measured and monitored progress during each test to ensure that the application is tested, validated, and implemented to plan and guaranteed that the team follows the testing standards, guidelines, and testing methodology as specified by Consumer Product Safety Commission (CPSC) standards.
• Assisted the Program Manager (PM) with developing the internal Configuration Management program including setting and maintaining baselines, recording and reporting configuration item descriptions.
• Evaluated all change requests and change proposals, and reviewed configurable items for the purpose of assessing compliance with established requirements, appropriate government standards, and baselines.
• Verified that the system and subsystem configuration documentation complied with their functional and physical performance characteristics before acceptance into an architectural baseline.
• Assisted the PM and Business Analyst (BA) with the development and implementation of reports which identified help tickets being worked and used in release planning.
• Assisted the PM, BA and Technical Lead in release planning.
• Researched, categorized and reported on backlogs of help tickets opened for each system supported.
• Assisted the PM in developing and implementing weekly and monthly status reports to the customer.
• Maintained the team action item list and risk register.
• Provided basic MS Office 2010 user support to various team members.
• Provided subject matter expertise to the team and customer on quality assurance and configuration management issues.
• Assisted PM in developing and completing the Operations and Maintenance Plan, Quality Assurance Plan, Project Management Plan and other contract deliverables.
• Provided final approval of all patch release and “hotfix” software implementations.
• Created, submitted and closed Requests for Change (RFCs) per CPSC Change Management procedures.
• Applied ITIL standards to project documentation and processes used in support of the contract.
• Developed and executed queries using MS Visual Studio, Team Foundation Server (TFS) in order to monitor help tickets created, resolved and closed by the support team.
• Performed installation verification of releases into the Appian version 6.7 business process management software application.

Confidential,Washington,DC

Software Quality Analyst

• Assisted management in oversight of all areas of responsibility for Biomedical Information Technology Quality and Regulatory Management (BIT QRM) department.
• Participated in the development, modification, application and maintenance of quality assurance operating methods, processes, systems and procedures.
• Provided quality assurance oversight to multiple regulated software application development projects which included SQL, PL/SQL, and JAVA.
• As chair of the BHQ-IT Field Applications Committee, provided oversight for approximately thirty five Biomedical Headquarters (BHQ) field applications implementation projects and maintenance activities over the course of five years.
• Developed and implemented Biomedical Field Applications development, submission and validation processes in order to consolidate and improve activities associated with the software development and acquisition life cycle.
• Provided subject matter expertise in using a risk-based approach for the assessment of changes, validation of solutions, and critical project decisions for six medical device and regulated software applications.
• Assisted in the development and assessment of B HQ IT-related project and maintenance deliverables in support of approximately fifty projects in accordance with negotiated schedules.
• Assisted in the development of unit, performance, regression, and user acceptance test plans, test cases and procedures based upon documented requirements using Test Director for various medical device and regulated software.
• Assisted in the development of test analysis reports generated using Test Director for various medical device and regulated software.
• Reviewed and approved test plans, test cases and procedures and test analysis reports.
• Provided basic user support to internal and external customers in the use of MS Office 2007 and 2010, Rational ClearQuest and ClearCase, Clarify, Cisco VPN configuration, Cisco IP telephones. MS Windows 2000 and XP.
• Provided quality oversight in the execution of automated testing using Test Director and Load Runner.
• Ensured all software development lifecycle activities for assigned projects were in compliance with the CFR, industry standards and internal procedures.
• Assisted in the development, implementation and execution of configuration management procedures including change control and baseline management of software and document configuration items.
• Provided quality assurance oversight in all stages of defect identification, tracking, and resolution.
• Identified and reported deviations from the law or internal procedures as defined in the organizations problem management procedures.
• Acted as a resource to other QA staff within the department.
• Reviewed, approved and closed change requests using Rational ClearQuest.
• Reviewed Call Tracking System cases using Clarify for compliance with internal procedures.
• Educated internal customers and IT staff on quality standards, industry best practice and federal regulations and guidance.
• Provided software quality assurance support and oversight for the software development, maintenance and support for multiple medical devices and software applications regulated by the FDA including acquired software projects.
• Served as software quality assurance subject matter expert to management and staff from other departments within the organization.
• Served as a team leader to other staff through monitoring their workload and helping to build a cohesive team.
• Provided quality assurance oversight and subject matter expertise in the development and revision of infrastructure and data center management processes and procedures.
• Provided quality assurance oversight and guidance to the IT Change Control Board.
• Provided quality assurance subject matter expertise in the configuration and deployment of .NET, SQL, JAVA, HTML, IIS servers and server farms as part of the Confidential infrastructure.
• Developed an internal process for configuration audits of network component racks including servers, routers and storage area networking hardware.
• Developed working relationships with customer departments including select Biomedical Headquarters business units, Information Technology (IT) Project Management, IT Configuration Management, IT Software Engineering and IT Test Engineering in order to facilitate a stronger team approach to developing and implementing compliant systems for use in an FDA-regulated environment.
• Served as Subject Matter Expert to IT staff and management for quality and regulatory issues.
• Worked with select IT departments in the development and revision of standard operating procedures.
• Provided basic user support to internal and external customers in the use of MS Office 2007 and 2010, Rational ClearQuest and ClearCase, Clarify, Cisco VPN configuration, Cisco IP telephones. MS Windows 2000 and XP.

Senior Support Specialist

• Provided leadership and subject matter expertise to approximately 30 staff in the 24/7 User Support Department.
• Served as Subject Matter Expert and Product Manager in the Department for support issues related to applicable medical devices and applications regulated by the Food and Drug Administration (FDA). These responsibilities required Investigating support issues to ensure they were addressed promptly and within departmental guidelines.
• In response to calls and emails requesting support, created, managed and closed Call Tracking System cases using Clarify.
• Provided detailed technical user support to Confidential staff, volunteers and contractors for MS Office, Windows, MS Outlook, Rational ClearQuest, Clarify and proprietary regulated/medical device applications such as NBCS, NDDR, Surround, DTS, Reggie, Registrar and DMS.
• Provided in-person/desk-side technical support in the configuration of laptops, desktops, local and networked printers, network routers and blackberry cell phones for Confidential staff, volunteers and contractors.
• Ran reports from Clarify to trend staff productivity and adherence to departmental expectations.
• Ran reports from the Teleoquent phone system to track and trend staff activity per shift, amount of time spent on each call, amount of time unavailable to accept calls and to ensure staff were logged in and ready to accept calls at the start of their shift.
• Developed and updated internal Standard Operating Procedures used in the User Support Department Product Support Plans and Service Level Agreements.
• Developed training plans, provided coaching, administered corrective counseling and implemented team building exercises for approximately 30 staff.
• Served as department liaison with management and staff throughout the organization regarding software and systems support.
• Served as project manager for the department’s participation in the Confidential National Convention for the year 2000.
• Served as a team leader and staff meeting coordinator and facilitator.