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Quality Assurance And Support Analyst Resume

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Knoxville, TN

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SUMMARY:

  • IT Professional with eight years of experience.
  • Well versed in help desk support ranging from small five person help desks to large call center style help desks.
  • Customer service oriented, always making sure the customer’s needs are met.

TECHNICAL SKILLS:

Platforms: Mac OS, VM, Linux (Red Hat, Kali), Windows DOS/ 3.x/9x/NT/2000/XP/Vista/7/8 AS/400

Networking: TCP/IP, ISO/OSI, SMS/SQL, Ethernet, VPN, SSH, PGP, PKI

Compliances: HIPAA, CIPA, FERPA, SOX

Languages: C#, HTML, Java, JavaScript, PHP, CSS3

Tools: /Software: Imaging Director, LAN Manager, Norton Firewall, Ghost, McAfee/Norton Virus Pro Utilities, Snort, Microsoft Office Suite (Word, Excel, PowerPoint, Access, Project, Outlook), Visual Basic, Adobe, Citrix, Remedy Ticketing System, Flash, Dreamweaver, Search Optimization, Web Server Admin, Content Management Systems, Active Directory

PROFESSIONAL EXPERIENCE:

Quality Assurance and Support Analyst

Confidential, Knoxville, TN

  • Test SSO login pages developed for MLS systems using SAML
  • Update pages across multiple servers for production
  • Starting and stopping services on web servers
  • Writing and refining test cases to properly test each product
  • Working with Selenium using C# and Java to automate the QA process
  • Handling multiple projects at once while working with implementation to resolve all issues for each customer assigned to my team
  • Utilizing Jira, Bit Bucket, and Git to document issues and store files
  • Updating CSS and HTML when needed to make hotfix changes to dashboards
  • Working in Agile Scrum environment

Virtual Support Technician

Confidential, Knoxville, TN

  • Virtual Helpdesk Support
  • QA tester for all new Image builds
  • Provided phone support for internet - based school software
  • Provided support for employee and student laptops by remote assistance
  • Maintained user accounts in Active Directory
  • Performed hardware and software repair on company laptops
  • Sat up and maintained the proxy used to block students and faculty from accessing inappropriate websites - i.e.: iPrism, Zscaler, Meraki
  • Imaging project manager (including but not limited to building company Images, updating current Images, pushing Images to over 5k systems)
  • Hardware purchaser for corporation
  • Network setup for remote schools
  • LanDesk Administrator
  • RMA Administrator - i.e. return merchandise, merchandise shipments, etc
  • Proctor caching for school software

Service Technician

Confidential, Knoxville, TN

  • Promoted to lead tech at my store at Confidential within first six months
  • Recognized as the Android authority by my regional service manager
  • Regional Manager named me point of contact with Motorola Mobility for various software and phone issues
  • Able to provide full technical support for any new phone from software and radio version to hardware issues from date of launch, whether or not I had seen the phone previously
  • Proficient with multiple phone flashing software

Technical Support

Confidential, Knoxville, TN

  • Answered user inquiries regarding computer software or hardware operation to resolve problems
  • Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems or to provide technical assistance and support
  • Maintained a 99.9% One-Call Resolution status
  • Troubleshooting for Windows XP - Windows 7, Internet Explorer 6 or higher, Mac OS x using VM Fusion software or Windows Boot Camp software
  • Proficient in Remedy ticketing software
  • Entered commands and observed system functioning to verify correct operation and detect errors
  • Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities
  • Conferred with staff, users and management to establish requirements for new systems or modifications
  • Installed and performed repairs to hardware, software or peripheral equipment, following design or installation specifications

Security Officer

Confidential, Knoxville, TN

  • Monitored and authorized entrance and departure of employees, visitors and other persons to guard against theft and maintain security of premises
  • Operated detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas
  • Warned persons of rule infractions or violations and apprehended or evicted violators from premises, using force when necessary
  • Wrote reports of daily activities and irregularities such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences
  • Patrolled industrial or commercial premises to prevent and detect signs of intrusion and ensure security of doors, windows and gates
  • Answered alarms and inspected disturbances

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