Quality Assurance Analyst Resume

Technical Skills/Applications:
SQL and PL/SQL, Tidal, Connect Enterprise, Connect Direct, Core FTP, Adobe, Samson, Enabler platforms, Citrix interfaces, Sharepoint, Remedy, Golden, Microsoft Word, Visio, Excel, Access, PowerPoint, Office 2003 and 2007, Amdocs Maestro Scheduler

Confidential, Atlanta, Georgia Analyst II, Enterprise Scheduling August 2006-Present

Administrator of production job scheduler (Tidal Enterprise Scheduler) which included system builds, upgrades, and monthly system maintenance.
Provided automated solutions for enterprise wide applications including billing, data transfers, Oracle, backups, and SAP
Coordinator and liaison of vendor correspondence for application bug fixes, enhancements and upgrades, perform testing and validate test results.
Trained end-users by developing training materials to provide personal instruction and specially designed documentation.
Maintained close partnership with vendors to ensure timely support.
Responsible for issues associated with 200+ vendors/internal teams for file transfers (Connect Direct/Connect Enterprise).
Provide sponsorship of change board request and participate in release/deployment.

Data Center Supervisor March 2003- August 2006

Provided 4-member helpdesk team Level II technical support to resolve advanced, escalated issues for 400 end users
Managed incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
Ensured shortest restoral times possible, initiating the timely escalations to specialized resolver groups internally and externally, according to the customer contracts, SLAs and monitoring requirements.
Managed preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customers’ expectations.
Responsible for all training documents and training new Technicians.

DataCenter Operator November 1999-March 2003

First level of support for billing and production applications.
Monitored applications and troubleshoot failures, communicated application failure issues to second level support that were unable to be resolved by initial operational troubleshooting procedures.
Monitored critical business systems using HP Openview, ITO, Tidal software - SysAdmiral scheduler.
Five years of experience running bill cycle bill production using Amdocs Maestro scheduling processes
Ran reports using Business Objects, run bill cycle bill production using BSCS.
Monitored Oracle database resources using Tuxedo and Jolt.

Confidential, Atlanta, GeorgiaAugust 1997 – November 1999
Technical Support Desk Technician

Responsiblefor Norrell’s payroll system in 450 field locations (Progress running on UNIX); and for the 500 employee corporate office Microsoft Suite environment.
Primary support contact and trainer for Norrell’s 450 locations specializing in weekly payroll and accounts payables issues.
Ran reports using Business Objects.

Confidential, Atlanta, Georgia February 1995 - August 1997

Quality Assurance Analyst and Lead Support Technician

Second level support for hotel software property management system for Holiday Inn and Ritz Carlton Hotels.
Primary support contact for Ritz Carlton Hotels\' worldwide general ledger and accounts payables issues.
Manipulated UNIX files and scripts to resolve software corruption issues.
Also responsible for training new technicians as well as onsite training , software/hardware upgrades, and installation of new interfaces.

EDUCATION

Bachelor of Science in Business Administration Emphasis in Management,

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