Configuration Management Analyst/Tier II Support Resume Silver Spring, MD - Hire IT People

Summary

Over ten years experience in supporting multiple phases of the software development life cycle (SLDC), including requirements documentation, configuration and change management, quality assurance and testing, and end user application support. Exhibits a thorough, detailed, and quality focused approach to all document production, testing, and customer acceptance activities.

Key Skills

Proficient or familiar with a vast array of software, other tools and technologies, including:

Microsoft Office
BMC Remedy
Numara TrackIt
Adobe RoboHelp
(Word, Excel, PowerPoint,
Visio
Lotus iNotes
HTML
Access, Publisher, Outlook)
Subversion
MAC
VPN
PC
Doc-to-Help
Go To Webinar

Education

Bachelor of Arts, Anthropology, Confidential University

Associate’s Certificate in Business Analysis, Confidential University

Work Experience

Confidential., Silver Spring, MD

Configuration Management Analyst/Tier II Support

04/2006 to 08/ 2012

Gathered and transformed customer-provided and internally generated business needs and requirements into functional requirements and designs.
Served as liaison between government customer and development team.
Maintained bug fix/enhancement requests; prioritized development team code fix/enhancements; completed testing; scheduled with customer release into production.
Led software customer acceptance testing for web-based application.
Developed and provided multiple training sessions for 500 plus users.
Provided Tier 2 Service Desk support for Revolving Loan Fund Management System via technical phone and email support.
Point of contact for incident reporting, IT Service Desk incident tracking, and working in conjunction with another government service desk for ticket resolution.

Senior Documentation Specialist

Developed, maintained SLDC documents for software development and security projects.
Lead software related documentation development, obtained input from developers and system architects; validated document scope, structure and content.
Developed and produced documents including, application/system reference manuals, user manuals, test plans, specifications, and Standard Operating Procedures.
Developed training lessons and lead training class exercises for implementation of new system.
Provided production support services for quality control of security documents required for certification and accreditation (C&A) packages at multiple agencies.

QA Analyst

Performed functional testing, system testing, bug tracking, data analysis, and validation for new system rollout (NAIS-Web) and major enhancements (NCNR-IMS).
Documented and validated requirements compliance status for application functionality.
Documented results in a requirements traceability validation matrix.

Confidential., Bethesda, MD

Senior Documentation Specialist/QA Analyst

05/2005 to 03/2006

Developed and produced technical documents for a new web-based visitor system.
Led all software related documentation development.
Coordinated with developers and system architects to verify and validate scope and appropriate structure and content; track comments; and incorporate into final versions.
Developed and produced documents including: application/system reference manuals, user manuals, specifications, and Standard Operating Procedures (SOP).
Established and maintained security protection controls.
Developed test plan, test suites, and test scripts and performed system testing.

Confidential., Darnestown, MD

Documentation Specialist 09/2003 to 05/2005

Managed the writing, editing, design, quality assurance, and production of both end-user and technical documentation, including functional specifications, interface design documents, system design documents, database design documents, project plans, user manuals, and operator guides for a web-based system.
Participated in and documented Joint Application Design (JAD) meetings.
Drafted the testing and training plans and materials.
Documented and tracked test results, analysis, and developed training workbooks and lead training class exercises for implementation of new system.

Confidential
Project Manager 05/2003 to 08/2003

Designed and developed technical manuals and operator guides for proprietary software.
Created graphics and layout design for all documentation.
Performed quality assurance on all documents and products prior to customer acceptance.

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Configuration Management Analyst/tier Ii Support Resume

Silver Spring, MD

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