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Service Desk & Technical Support Resume

SUMMARY

  • Experience in Software/Hardware Analysis, QA, Testing & Documentation.
  • Requirements Gathering and Formalization.
  • Software Computer Systems (UNIX, Windows & LINUX)
  • Telecommunications Analysis and Testing.
  • Experience in Testing in the JAVA/C/C++ and .NET environments
  • Working knowledge of UNIX Shell,, C, C++, SQL
  • Aircraft simulation Systems

TECHNICAL SKILLS

HARDWARE & OS: UNIX/Linux Platforms, Desktop PCs, Laptops. Windows XP, Vista, 7 and 8.1, MAC, Computer repair.

SOFTWARE: Rational Collaborative Life Cycle Manager, VersionOne, XML, C/C++, UNIX Shell Scripts.

PROFESSIONAL EXPERIENCE

Confidential

Service Desk & Technical Support

Responsibilities:

  • Second - level escalation support agent for XBOX devices.
  • Customer perspective issues analysis and resolution via structured correspondences.
  • Email walk-throughs for password resets.
  • Simultaneous application of several Microsoft tools clusters - CAP, ASD, Office 365, etc.

Confidential

Service Desk & Technical Support

Responsibilities:

  • Command Center functions involving Service Desk issues remediation.
  • Device upgrade and re-imaging via CITRIX/SCCM deployments.
  • Technical Support for computers and store devices - POS, Kiosks and PCs.
  • Technical Support: install/uninstall apps/drivers, assign admin rights, map drives.
  • Issues troubleshooting and incidents articulation.
  • Outlook Client Support: profiles, connectivity, etc.
  • General support on Microsoft Office Suite programs
  • Network connectivity (Wireless, LAN, Ping, Tracert, etc).

Confidential

Technical Support Analyst

Responsibilities:

  • Help desk including real time phone support, PC assembly, trouble-shooting and repairs
  • Basic Active Directory - Password resets, add groups, create accounts.
  • Email/MS Outlook configuration and issues resolution.
  • Printers and other peripherals installation walkthroughs, using visual cues and other techniques.
  • Trouble-shoot, resolve and document technical issues with WINDOWS 2000-NT, XP, 7, Vista and Windows 8.1.
  • Network and connectivity analysis and problem resolution.
  • Server & Workstation: OS, applications and hardware installation/operation.
  • Setup/test in a multi-user environment, train personnel in use of system.
  • Basic Active Directory Implementing - Password resets, add groups, create accounts.

Confidential

Senior Systems Engineer

Responsibilities:

  • Aircraft systems requirements specification, test planning and execution (US Navy’s P-8A Poseidon Project)
  • Aircraft SIMULATOR setup on Linux and UNIX platforms that drive Image generators and visual effects software
  • Simulator operation (the WSIL), with various aircraft and image generator configurations
  • Common Open Mission Command-Control and Vehicle Specific Module integration
  • Advanced Unmanned Aircraft System (AUAS) Development Test Support
  • Compliance with NATO’s STANAG messaging standards
  • Used vehicle specific models in the form of plug-ins, to simulate and design various craft
  • Interoperability and autonomous operations analysis
  • The Agile/Scrum test development methodology
  • Requirements Formalization for ITDL’s Mission Audio Panel (MAP) Emulator Project
  • Handheld Tablet Project for Simulators: Test Plan and Integrated Testing
  • Development and maintenance of requirements, test plans and test cases - with comprehensive documentation
  • CM-based identification and resolution of discrepancies between client requirement specification and product functioning
  • Quality Assurance (QA) and Formal Software/Hardware Deliverables Lifecycle effort in support of software Releases

Confidential

System Test And Integration

Responsibilities:

  • Test planning and analysis: Production segment of the World View Satellite post downlink process.
  • Database analysis and Testing - satellite image production segment.
  • Use of interface and requirements to setup test procedures meeting design specifications.
  • Test setup and testing of these segments on various processing environment including: Vector Image Browse Editor, Archive Pre-Processor/Post-Processor/Image Processor.
  • Use of the SONIC Orchestration Server to implement and diagnose communication and process workflows.
  • Create test plans, test cases, test procedures, and test scripts as well as execute planned tests and publish results.
  • Work with the development staff to define, implement and utilize verification steps throughout the development process.
  • Write and execute manual and automated test scripts to ensure proper design functionality in accordance with test plan Test planning, design and execution - UNIX systems utilities, and using the following tools: SONIC, XML, Java scripts.

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