Quality Assurance Analyst Resume

Academic Credentials

Bachelor of Business Administration, Marketing.
Associate of Arts.

Professional Experience

Confidential July 2011 - Present
Assistant

Enter transactions for monthly bookkeeping and payroll for 12 clients
Create and maintain online advertising with sample brochures, business cards, and lead generation
Create detailed spreadsheets for clients in Excel to track payroll and transactions
Assist in any and all office administration duties as well as IT issues

Confidential December 2007 - July 2011
Sr. Helpdesk Analyst/Quality Assurance Analyst

Subject Matter Expert on processes, routing, and support- assisted users to resolve technical issues relating to software, hardware, telephony and networking through phone and chat systems
Assisted in training for new employees as well as worked as a part of the Quality Management Team to fix misrouted tickets as well as responded to e-mails by creating tickets coming through the e-mail system
Resolved 60-100 calls on the weekdays, 10-20 on the weekend (2nd in charge on weekend)
Documented official procedures for the knowledge base for new systems as well as modified existing documents to keep current

Confidential February 2007-November 2007
24x7 Computer Operator

Monitored equipment in the server room: Servers, Mainframes, UPC's, and AC Unit's
Answered e-mails and telephone calls for technical and server related issues
Monitored and Ran Daily and weekly backups as well as hourly Widget checks

Confidential January 2006 - November 2006
Supervisor

Supervised a team of employees with installation and configuration of hardware/software for the NVICU, SICU, MICU and ER departments
Assisted all levels of management to meet deadlines and insure productivity
Resolved all technical issues in a timely manner while working with the IT department
Unloaded, unpacked, and sorted 500+ Monitors and PCs, Printers, and accessories

Technical Skills

Software: Windows (98, XP, Vista, 7), Office Suite (Excel, Word, PowerPoint, Outlook), Cisco VPN, Lotus Notes 7-8.5, Windows Networking, VMWare, RSA SecurID Applications, Remedy, USD, Blackberry support, IE, Google Chrome, Firefox, Sametime, (Mcafee, Norton, AVG, ESET Anti-virus software)
Hardware: Building and Maintaining PC\'s, Routers, Closet setup