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Technical Support Customer Service

Location:
United States
Salary:
85000
Posted:
June 27, 2015

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Resume:

Josef G Teshome

***** ****** ***** *****

Reston, VA 20191

Social Network URL :- https://www.linkedin.com/in/josefteshome

Self-Phone:- 571-***-****

Email:- acqgtw@r.postjobfree.com

Work Email:- acqgtw@r.postjobfree.com

URL:- www.about.me/josefteshome

HIGHLIGHT

Over seven years of experience in IT fields with diversified experience and demonstrated expertise maintaining operating systems & applications, providing technical support, and developing innovation solutions in alignment with business objectives.

Highly educated in various software & computer applications. Outstanding research, analytical and time management skills with the ability to maintain focus in demanding work environments. Strong ability to take on multiple challenges and complete assignments under pressure to meet stringent deadlines. Knowledge and adherence to software development best practices including SDLC and JAD.

Experienced in Development, Configuration, solutions evaluation, Validation, deployment and Requirements gathering.

Experience customizing & designing SharePoint 2010 deployments while working productively in a fast paced environment.

Experienced with UNIX/Linux Shell Scripting, java, .Net, MySQL/SQL, VB Script, Html/XML and C/C++/C# languages.

Proficient in developing and writing messages as diverse and complex ideas in concise and logical manner.

EDUCATION

Bachelor of Science in Business Information Technology, May 2012

Virginia Polytechnic Institute and State University, Blacksburg, VA

Awarded for the best term project in advanced business computing and application class.

Designed & Implemented import/export online marketing system using visual studio.net.

Associate of Arts and Sciences in General Studies, May 2008

New River Community College, Dublin, VA

Honors: President’s List (Spring 2008) and Dean’s List (Fall 2007)

WORK EXPERIENCE

System Analyst, Booz Allen Hamilton, McLean, VA, and North Charleston, SC, January 2015- Present

Function as a System Analyst for a multiple system redesign project that will automate manual processes, Streamline client management and reduce cost of information for USA Department of veterans Affairs & benefits administration.

Utilized IntelliJ IDEA, Apache Maven, springs framework, Java, Oracle SQL Developer, RTC- Rational Team Concert.

Operated within agile environment, remote development/Daily scrum. Adherence to software development best practices.

Identified software and application defects and provided solutions, supported application/ software certification testing.

Developed and delivered an internal blogging/chat platform for our internal team which supported the use of agile development.

Ensured UI and non-UI user stories meet requirement, captured process documentation for each sprint.

Maintained project tracker to identify and prioritize items that are issues, require a business decisions or need action.

IT Analyst, Asurion and Newcorp, Sterling, VA, November 2012- January 2015

Analyzed, Diagnosed, Monitored applications Production issues as well as in QA/DEV environments.

Tracked production issues & reported periodically, monitored uptime and efficiency of production applications.

Developed data extractions, developed reports from requests or requirements stated by clients. Used oracle database, data mart, and specialized applications to generate reports and analyses. Analyzed, documented business & system processes.

Supported portals and applications, Deployed applications using Tomcat, UNIX & putty, Developed Applications.

Identified client requirements and defined potential solutions with back out plans for our clients. Diagnosed problems and developed recommendations and solutions. Planed and managed User Acceptance Testing process.

Documented methods, technical procedures and user manuals. Developed and deployed web parts using Visual Studio 2010.

Developed and implemented automated daily dashboard reporting using SharePoint Designer, XL, InfoPath &Visual Studio.

Interacted with internal and external users to provide technical support for our client's developed applications.

Created and maintained requirements models including use cases, activity and sequence diagrams.

Utilized Adobe Flex, UNIX, MySQL, Eclipse/ Java, WebMethods, SharePoint, Jasper Reports, Optio & Oracle Database.

Administrated and supported Jira, Confluence, Oracle Database, Tomcat, Probe, Hyperic and Nagios.

Created development, testing environment for SharePoint Server 2010, SQL SERVER 2008 R2, Hyper-V.

Involved in system testing of the SharePoint project which comprises of an automated project management system website.

Designed and developed custom team site using SharePoint Designer, InfoPath, Visual Studio 2010 and SQL Server 2008.

Created web part to display both the main project metrics as well as provide a way to view the detailed project status.

Created and customized timer job to update the metrics on a scheduled basis.

Gathered stakeholder requirements by encouraging collaboration to develop a PMO plan moving forward.

Architected custom web parts in SharePoint2010 for Change Management groups.

Developed the PMO SharePoint application and form submission for change request approvals.

Re-engineered process flows and PMO Governance thresholds to support IT Board-level reporting.

Scheduled complex tasks that both improved deliverables and optimized performance.

Architected system modules using Microsoft UML diagrams to define application workflows.

Junior Consultant, Kassys Consulting Inc, Vienna, VA, June 2012– November 2012

Utilized SharePoint Designer, Crystal reports, visual studio, Jdeveloper, SQL, UNIX and Aptean ERP, CRM, SCM.

Inspected business processes in client or host unit and how they are automated. Examine business processes in unit to determine how they could be translated into requirements for IT applications.

Interacted with Technical and Business stakeholders to perform analysis of business requirements.

Identified data conversion and migration issues. Produced work and process flow diagrams.

Generated a report using crystal report & Jasper Reporting, Designed supplier alert system with EMF and consulted clients.

Determined programming requirements for major projects, automated manual processes. Created team sites.

Researched and designed system modules, program enhancements and modifications to existing application.

Initiated web development and website design projects to meet marketing and business objectives and improve user experience.

Managed project plan development and approach to executing the re-engineered budget processes.

Created SharePoint components including sites, lists, views, web pages and workflows using SharePoint UI and SharePoint designer.

Developed web parts using SharePoint Designer and built various workflows using visual studio 2008.

QA Test Junior Java Developer, Kronos Incorporated, Blacksburg, VA, January 2010- June 2012

Utilized Java, Eclipse/ J2EE, tested programing code & Applications, collaborated with team and management.

Created & maintained a centralized repository of UI components, participated in usability testing & research.

Wrote and executed test cases based on written design, as well as based on product knowledge that resulted in greatly improving the software. Researched and documented software bugs and created and implemented fix.

Prepared Unit test cases and reviewing test results. Designed and developed front end using JSP and JSTL.

Responsible for investigating the issues, defects, determining problem root cause, formulating corrective action recommendations & implementing them. Created web services using SOAP and producing WSDL to the Client side.

Created detailed design documents using UML (Use case, Class, Sequence, and Component diagrams).

Teaching Assistant, New River Community College, Dublin, VA, July 2007- January 2010

Assisted students with computer science subjects. Researched, analyzed, presented diverse & complex ideas.

Planned and organized campus wide events attended by more than 1000 of students.

Data Entry, Onsite e-Discovery Alexandria, VA, January 2006- July 2007

Utilized spreadsheet, MS Access, MS Word & processed information. Automated daily transactions using VB/Macro.

Technical Support, Flat Rate Computer Solutions Pricing, Washington, DC, January 2004- January 2006

Performed data recovery & hardware upgrades. Contacted customers directly to address product issues.

Increased customer service efficiency by ensuring that each employee received the appropriate tools, accounts to assist customers with their issues. Delivered superior technical support ensuring efficient on-site assistance.

Disassembled and reassembled hardware for break-fix. Installed off the shelf software. Provided technical support to clients.

PROJECTS

Oc4J Application Server migration.

VBMS automate manual processes

Tier 4 engagement monitoring decommission obsolete portals.

Oracle Database Tuning & database upgrade.

Share point applications automation.

TECHNOLOGIES

MS Office Suite, SharePoint, InfoPath, SharePoint Designer, MS Visio, MS Project, .NET, Visual Basic, VBScript, Subversion

C/C++/C#, MatLab, Java/J2EE, Unix/ Linux, SQL/ MySQL, Html/XML, Web Services (WSDL/SOAPUI), Shell script

Eclipse/intellij/Jdeveloper/BlueJ, Putty,Toad ActiveDirectory, WinSCP, Adobe Flex, OSX, Windows(2000/ XP/Vast/7/8), WAVE, JAWS

CERTIFICATE

CompTIA A+ Certified

Six Sigma Green Belt



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