Quality Assurance Engineer
Resume:
Hayat Azizi
Clifton, VA, *0124
ablmst@r.postjobfree.com
OBJECTIVE
To obtain a position as IT Support to utilize my formal education and
extensive background in IT experience.
Goal
I am seeking a position as System Engineer to utilize my education and
extensive background in IT as a member of a dynamic team. My ideal position
would involve the technical operation of systems comprising major product
lines within a world-class, fast-paced, and highly secure environment.
CRM: Salesforce.com, Vantive, Merant PVCS Tracker, Remedy, Siebel,
PeopleSoft
RightNow and Infra Enterprise
Skills
. Experience with Java and JavaScript
. Experience with SQL.
. Knowledge of VB.
. Experience with XML, HTML and Web Service Server
. Excellent analytical Troubleshooting Skills.
. Familiarity with web-development technology
. Experience in SharePoint platform in an administrative capacity.
. ITIL training.
. Knowledge of integrating enterprise content with SharePoint to
include: content indexing, search scopes, personalization, and
restricting access to content.
Interpersonal Skills
. U.S Citizen
. Excellent in Customer Service and understands "Customer First"
philosophy.
. Strong interpersonal skills
. Best practice of leadership and initiative
. Excellent communication and analytical skills
. Superior problem solving and technical skills
. Over fifteen years of professional work in IT/Software Support
. Strong organizational and critical thinking skills
. Personal initiative and ability to work proactively
. Experienced in a self-directed work environment
. Portrays a professional demeanor with the ability to establish and
maintain effective business and client relationships.
EDUCATION
B.S Information Systems 09/2007 Strayer University
Newton, VA
A.S General Studies 06/1993 Northern VA Community College
Annandale, VA
WORK EXPERIENCE
SSL Admin/Cybertrust Security Verizon Business 05/2009 -
Present Ashburn, VA
. Maintains customers/data provider relationships from post-contract
and ongoing account management.
. Identifies and troubleshoots data-related issues.
. Manages projects necessary to develop and maintain receivables and
deliverables.
. Working with web based applications in the areas of requirements
gathering, requirements definition and analysis, and preparing
Requirements Traceability Matrix.
. Facilitate communication between technology teams and other
departments on issue status and resolution.
. Manage solution delivery process of Digital Cert (SSL) for new and
existing customers.
. Maintain customer communications during solution delivery and
ongoing support process
. Configure Customers' Solution Environment
. Knowledge of the Internet Domain name registration industry and the
organizations that shape the Internet industry such as ICANN, IETF,
and IANA etc.
. Problem-solving skills in complex web environments
. Vetting Extended Validation SSL, Standard SSL, Code Signing and
client certificates in coordination with peers across multiple
regions
. Review and improve the Vetting procedures in tandem with the
product manager.
. Work with CRM's for the management of support tickets
. Extremely quality conscious and Attention to detail in handling,
tracking and documenting technical issues.
. Supervision and managing diverse tasks, each of which may carry
varying priorities. Highly motivated and self-directed,
particularly with respect to the successful management of customer
relationships.
. Strong teaming skills, especially in an environment where multiple
regions, time zones and remote colleagues are involved.
. Strong analytical skills and problem solving. Focus on process
development and standardization of multiple complex tasks in the
certificate registration and identity vetting process.
. Strong knowledge of system and database administration principles
. Understanding of general information security principals, customer
data protection and specific knowledge of Public Key
Infrastructure.
. Analysis and development of system and application security
requirements for CMS security program.
Client Support Engineer Apptix LLC 10/2008 - 02/2009
Herndon, VA
. Working with Windows Server 2003/2005/2008.
. Working an experience with SharePoint and responding to customer's
inquiry.
. Working technical knowledge of current messaging and collaboration
systems software, protocols, and standards, e.g. Microsoft, Blackberry
Enterprise Server, and Active sync
. Knowledge of industry best practices for e-mail privacy and regulatory
compliance, routing, filtering, monitoring, tiered storage, backup,
and disaster recovery
. Hands-on software and hardware troubleshooting experience
. Basic Knowledge and experience with Active Directory
. Working technical knowledge of clustered Exchange 2000/2003
architecture
. Exposure to server virtualization technologies
. Experience managing goodlink and Blackberry enterprise level products.
. Proactive communication with customer support, software development,
and Quality Assurance team
. Good security awareness with experience operating relevant complex e-
business systems
. Basic software development and QA skills
. Exceptional communication skills and a strong determination to
overcome obstacles
. Strong knowledge of Microsoft office products
Application Analyst II/Web Admin Quadra Med 07/2008 - 10/2008
Reston, VA
. Creating/modifying detailed and repeatable test scripts from product
specifications
. Software deployment processes.
. Client side patches deployments.
. Metrics needs assessments, along with the planning, collection,
analysis, interpretation, and reporting of both Quality and
Productivity metrics.
. Develops and implements quality control procedures to ensure
compliance with quality assurance standards and guidelines
. Record, analyze and summarize statistical data; identify, document and
track software defects encountered during testing; perform
verification / validation tests prior to release
. Communicate data anomalies and performance contrary to goal objectives
with senior staff and management.
. Use Access and Excel to run report for upper managements.
Application Engineer II/ Security Analyst ORCC 03/2008 - 07/2008
Chantilly, VA
. Conduct/participate in review process throughout the development life
cycle.
. Participate in the active monitoring of the production system to
minimize system issues.
. Generate scheduled and ad hoc reports for management review and
analysis.
. Participate in requirements analysis and test case development
activities.
. Maintain processes for evaluating products, services, and associated
documentation.
. Provide technical support address escalated issues of complex and
varied nature
. Responsibilities include using the issue tracking software, Remedy, to
manage escalated issues.
Technical Support II 10/2006 to 03/2008 Network Solutions
Herndon, VA
. Provide multi-level support for trouble shooting technical issues
within the web environment.
. Experience with Data Analysis and or reporting.
. Knowledge of E-mail clients and protocols: POP3, IMAP, SMTP
. A good understanding of DNA and other internet protocols.
. Perform basic functional testing on multiple web-based products.
. Strong understanding of MS Access and Excel
. Strong knowledge of email applications, HTML, web browser, FTP, POP3,
DNS, and other web hosting related protocols.
. Using HTML and XML to establish Web base applications and reports.
. Problem-solving skills in complex web environments. Ability to
replicate, diagnose and resolve problems.
. Document defects and perform verifications of corrections in multiple
environments.
. Call Center experience as well as Technical Support work experience.
Tech Support/Help Desk Tier II 09/2004 to 10/2006 Exostar LLC
Herndon, VA
. Handled high volume of customer inquires for 1st and 2nd level
technical support services
. Met or exceeded quality assurance performance target.
. Executed troubleshooting for level II type system and customer
functionality cases
. Formulated recommendations for process and product improvements.
. Generating report from CRM to management.
. Initiated, monitored, and escalated customer problem cases for issues
not resolved through Salesforce.com
Senior Sales Specialist 06/2001 to 09/2004 Best Buy Inc,
Fairfax, VA
. Trained and managed a staff of twelve sales associates and technical
support representatives.
. Provided effective customer support.
. Demonstrated effective and consistent sales and technical support.
. Researched and recommended technical solutions. Contributed to
profitability of computer department.
Technical Support 09/2000 to 06/2001 ComScore Network
Reston, VA
. Provided technical support to web base customer via phone and email
using Quintus Mustang Messaging Center and Vantive.
. Supported customers by installing hardware and software, providing
support for MS Office products.
. Conducted Netsetter computability testing for AOL and other ISPs.
. Mastered Windows 95, 98, ME, XP, and NT.
. Reported trouble ticket into Merant PVCS Tracker.
. Maintained web based tech support site and implemented new concepts.
Contact this candidate