SUMMARY:

• Self - Motivated, Strong Organization, Excellent Analytical and Problem Solving Skills, Detail Oriented
• Ability to Work as Team Player or Independently with Little or No Supervision, Excellent Listener
• Ability to Meet Changing Deadlines in a Multi Tasked Fast Paced Environment
• Experience with TFS, Team Pulse and Agile Methodology, Scrum, JIRA Defect Tracker, SQL, Software Testing
• Front End Testing, User Interface Testing, Functional Testing, Manual Testing, Re-Testing, Regression Testing
• Strong user level skills with Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Technical writing and updating outdated user manuals and helpdesk quick reference guides

PROFESSIONAL EXPERIENCE:

Confidential, Scottsdale, Arizona

Business Systems Consultant

Responsibilities:

• Populate software application template with information from numerous Confidential sources as it pertains to backup and restoration.
• Host meetings to review and certify with software application manager and database administrator the accuracy of information gathered.
• Once certified and control tests assigned, walk through the testing of the backup and restoration process with the database administrator verifying that processes are in place to backup and restore the software database.
• Quality Assurance.
• Update SharePoint.
• Report preparation.
• Create training documents.
• Train incoming Manila FTEs. Peer review documentation.

Confidential, Scottsdale, Arizona

Technical Support

Responsibilities:

• Perform symptom analysis, and software changes to point of sales registers using Radiant Accounting software, fuel pumps and controllers and electric payment system.
• Hardware configuration at CircleK sites through PC Anywhere and Remote Desktop.
• Demonstrate professionalism with store personnel and on-site techs while obtaining the necessary information for issue resolution.
• Routinely confirm ticket resolution or next steps for completion.
• Technical writing and updating CircleK outdated user manuals and helpdesk quick reference guides to include screenshots and step by step instructions on how to address store level user issues.

Confidential, Glendale, Arizona

Quality Assurance Analyst/QA/UAT

Responsibilities:

• Develop, execute and implement test plans, test cases and test scripts for applications built upon a .NET application platform.
• Publish and communicate test results and test plan status.
• Participate in all aspects of Front End testing, User Acceptance testing, Manual testing, Functional testing, Re-testing and Regression testing.
• Provide resource analysis and planning for the test effort. Participate in software design discussions, reviews and test strategy sessions.
• Evaluate and test new or modified software programs and software development procedures used to verify that programs function according to user requirements and conform to established guidelines.
• Review new or modified programs, including documentation, diagram, and flow charts to determine if program will perform according to user request and conform to guidelines.
• Recommend program improvements or corrections.
• Identify differences between established standards and user applications and suggest modifications to conform to standards.
• Monitor program performance after implementation to prevent reoccurrence of program operating problems and ensure efficiency of operation.
• Experience with testing both web-based UIs and server-side applications, as well as IVR.
• Experience with TFS, MTM and Team Pulse for projects and bug tracking and SQL for testing purposes.

Confidential, Tempe, Arizona

Helpdesk Specialist

Responsibilities:

• Technical call-center environment.
• Provide customer support via phone, e-mail and instant messaging.
• Diagnose and resolve technical software issues.
• Research issues using all available resources.
• Advise customer on appropriate action or resolution.
• Follow standard tech support procedures.
• Log all interactions with customers and all actions taken toward resolution in SysAid ticket database.
• Track and route problems to appropriate resources.
• Identify and escalate issues requiring urgent attention.
• Demonstrate a high level of initiative, work independently and maintain effective working relationships with customers and the IT Support staff.

Confidential, Scottsdale, Arizona

Service Desk Analyst

Responsibilities:

• Technical call-center environment.
• Provide customer support via phone, e-mail and instant messaging.
• Diagnose and resolve technical software issues.
• Research issues using all available resources.
• Advise customer on appropriate action or resolution.
• Follow standard tech support procedures.
• Log all interactions with customers and all actions taken toward resolution in HEAT ticket database.
• Track and route problems to appropriate resources.
• Identify and escalate issues requiring urgent attention.
• Provide one-on-one training to all customers of computer equipment and software.
• Demonstrate a high level of initiative, work independently and maintain effective working relationships with customers and the IT Support staff.

Confidential, Mesa, Arizona

Quality Assurance Analyst/Business Systems Analyst

Responsibilities:

• Participate as project member on a full range of projects.
• Lead in the creation of test cases for effective integration of new and existing applications.
• Resolve business issues and recommend solutions.
• Support business process improvement through optimization of staff, processes and technology.
• Analyze performance metrics and recommend application changes.
• Lead project team assignments of moderate scope requiring technical skills and good understanding of business functions.
• Take active steps to increase understanding of clients' business environment, priorities and processes.
• Interface with client to ensure project objectives are achieved.
• Analyze and identify core business processes for application design.
• Communicate issues openly, honestly, and timely with peers, management and clients.
• Quality assurance, quality testing and regression testing of software. JIRA defect tracker.

Confidential, Phoenix, Arizona

Technical Writer

Responsibilities:

• Created and updated educational user manuals as needed.
• This was a part-time contract position.

Confidential, Glendale, Arizona

Confidential Systems Coordinator

Responsibilities:

• Responsible for developing, coordinating, implementing user training and user support for the Confidential and the Confidential patient management/patient accounting systems at a facility and system level.
• Oversaw the personnel computer network system for the Confidential department.
• Member of the Confidential support group.
• First line support for all facility users of Confidential applications, including troubleshooting all problems encounter by all medical staff using any Confidential equipment or software.
• Provided daily support and assistance with various Windows 2000/XP applications and systems.
• Evaluated and tested Confidential software upgrades on a test server.
• Communicated with other IT specialty areas within the medical center.
• Communicated with outside vendors including Confidential and Spheris regarding problems or issues with their products.
• Relocated staff as needed.
• Set up conference meetings with necessary technology, including network connections, laptops and projectors.