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It Helpdesk Resume

OrlandO

SUMMARY:

Solution focused quality assurance analyst with multiple years of experience in different industries. A professional with a high - level of administrative, management and quality assurance skills and talented in finding hard to find bugs. Unique ability to resolve issues prior to escalation and meet all project deadlines while maintaining constant communication with the stakeholders. Knowledgeable about the software development lifecycle (SDLC), Test Plans and Defect Management Tools. Experienced in discovering software defects, tracking bugs, closing open defects and verifying functionality. A valued asset to the QA Team.

TECHNICAL SKILLS:

Testing & Tracking Tools: Jira, ServiceNow, Salesforce, Netsuite

Testing Methodologies: Functionality Testing, Acceptance Testing, System Testing, Load Testing, Stress Testing, Reliability Testing, Feature Testing, etc.

Web Technologies: HTML, SQL, Git, Drupal

Systems: Windows, Mac

Protocols: FTP, HTTP

PROFESSIONAL EXPERIENCE:

Confidential, Orlando

IT Helpdesk

Responsibilities:

  • Specialized help desk support
  • Assisting clients with data imports into proprietary systems
  • Reviewing error reports and providing error resolution
  • Ensuring data follows specific protocols and educating customers in this manner

Confidential

Jr. Loan Processor

Responsibilities:

  • Reviewed customer documentation to ensure no errors were present
  • Managed loan pipelines by maintaining flow of loans through loan submission process
  • Trained 2 employees in performing loan processing duties while maintaining organizational standards

Confidential

IT Helpdesk

Responsibilities:

  • Tier 1 technical support for 5 schools across the US, received upwards of 20 in-bound calls per day
  • Administered AD account unlocks, password resets, and other account related troubleshooting for students, faculty and staff
  • Provided troubleshooting for software/hardware issues across various platforms including desktop computers, laptops, mobile devices, and printers.

Confidential, Orlando

Data Entry

Responsibilities:

  • Front-line QA, responsible for reporting bugs/issues during first stage of production
  • Provided content entry support for multiple website launches utilizing Drupal CMS tool
  • Provided documentation for the steps used to enter specific content types for website production
  • Edited HTML markup in order to ensure specific content was displayed properly on webpage

Confidential, Orlando

Technical Support

Responsibilities:

  • Technical Support Lead for project management team
  • Helped develop user manuals, program documentation, and operational procedures
  • Designed and tested lighting systems to ensure proper functionality before being installed in the field
  • Performed field testing for preventative maintenance and error resolution

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