Help Desk Analyst Resume

Professional Experience

QA/Software Tester/Help Desk Analyst

Participate in Joint Application Development (JAD) and Software Development Life Cycle (SDLC) processes
Consult with clients to verify business, functional and system requirements
Liaise with developers, business analysts and user representatives in application design and document reviews
Analyze business and system requirements to create and execute detailed test plans and test cases for manual and automated testing following the SDLC methodology
Lead test team in function, GUI, system, regression, integration, UAT and performance testing
Participate as a Deployment Coordinator for application upgrade implementations
Perform software quality testing in Windows, .Net and MVS environments
Test GUI, Client/Server and Service Oriented Architecture (SOA) applications
Create written documentation for software applications
Provide software training on an individual and small group basis
Respond to support requests via email, telephone and Help Desk management system
Produce weekly and monthly Help Desk call volume, open ticket, call type and call resolution reports for Senior Management
Assign database profiles and create new user accounts within Active Directory
Validate user access privilege levels
Provide additional technical support for systems and applications within the organization

Program Development

Executed research studies, including focus groups and paper/electronic surveys, to evaluate student demography, enrollment trends, retention rates and teaching effectiveness in support of university goals
Coordinated sampling, data collection and analysis of statistical data to produce reports in support of regulatory compliance, planning and enrollment management
Managed research projects and conducted impact analysis of proposed policy changes to support policy development and institutional strategic planning
Assisted with the management of a sponsor program for NATO personnel enrolled in courses at the United States Army Transportation and Aviation Schools/Ft. Eustis, VA
Assisted with the implementation of an information exchange program to familiarize international students with the United States Judicial System

Communication/Marketing

Created the web-based video marketing campaign for the 2009 United States Coast Guard Human Performance Technology (HPT) Workshop
Monitored website analytics for 2009 HPT internet marketing campaign
Wrote biographies and press releases for military and university personnel
Wrote, proofread and edited copy for newsletters, brochures and websites
Served as the staff technical liaison for internal and external customers

Esther Carter

Employment History

Education

Bachelor of Arts: Political Science