Quality Assurance Resume Profile

CAREER TRACK:

Confidential

Senior Technical Support Analyst

Responsibilities: In this position I am responsible for providing a high level of remote technical support for our mission-critical communications applications by supporting end users in hospitals, government federal, state, local , emergency E911/PSAP dispatch centers, hotels, casinos, and corporations. These applications include mobile communications, smartphones IPhone, Android, and Blackberry hospital pagers, VOIP Avaya/Cisco telephony, and PS/ALI Verizon/AT T/Intrado solutions. On a daily basis, I work closely with our team of programmers, implementation, engineers, DBA's, and sales to troubleshoot and fix complex escalated issues. I also collaborate with other vendors to troubleshoot and correct problems that impact our applications. In addition to these responsibilities, I also assist with hiring and training new Analyst, provide guidance, and ensure that tickets are opened, escalated, and resolved timely and efficiently.
HIPAA Privacy Security Certified
Active Security Clearance

Confidential

Quality Assurance Analyst

Responsibilities: Ensuring that our premier software applications meet specific JITC government standards to pass security and interoperability requirements for mission critical software. Worked closely with the project manager and development teams. Updated documentation and revised test plans. Tested software releases and documented findings.

Freelance Consultant

Providing software and technical solutions for small businesses.

Confidential

Quality Assurance Specialist

Responsibilities: Worked closely with programmers to troubleshoot and fix software problems MS-SQL 2000/VB . Authorized the release of all tested software applications. Provided support to field technicians and in-house Technical Support Analyst. Updated the ftp site to include recent patches/updates/documents and bug fixes for clients and installers. Documented test results, client enhancement requests, installation instructions and user guides. Created comprehensive test plans. Visited client sites to document performance and oversee reported issues.

Confidenital

Senior Customer Service Representative

Responsibilities: Trained clients to use media buying software. Traveled to client sites to provide training and implementation support. Provided superior customer support for end users. Resolved complex escalated issues from conception to resolution timely and efficiently. Created and updated training documents. Tested new released of software. Worked closely with programmers to troubleshoot and fix software problems. Provided training for new customer support reps. Processed Arbitron and Nielson ratings data reels. Maintained and archived databases. Shipped software, documents, manuals and ratings data CD's to clients.

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