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Quality Assurance Analyst Resume

Academic Credentials

Bachelor of Business Administration, Marketing.
Associate of Arts.

Professional Experience

Confidential July 2011 - Present

  • 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 Dallas January 2006 - November 2006

  • 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

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