Quality Assurance Management

DYLBER ISMAILI

******@***.***

*** ********** **, **********, ** 06762 203-***-****

Information Technology Services

Dedicated IT with comprehensive experience driving a wide range of IT initiatives. Provide the latest in innovative technology solutions

within budget constraints. Expertise in desktop support, technical support, project management, data archiving, systems planning, and

configuration. Technically savvy and adept at creating ways to enhance productivity, simplify workflow and increase efficiency.

Communicate naturally and effectively with people. Provide support to end-users for common office software applications, including

third party medical applications. I seek an opportunity to energize and motivate staff with collaborative team leadership.

AREAS OF EXPERTISE

• •

Technology Systems Management Macintosh software and hardware

• HIPAA Managed workstation

• •

Documentation/Training Microsoft Share Point (Yale)

deployment. Security Upgrade Project

• •

Web Editing and Maintenance SCSU Men’ Div. II Soccer National

• Microsoft Office Suite, MS

• Champion Finalist’ 97

Helpdesk Management Exchange

• Oakwood Soccer Club (1990

• •

Conflict Resolution Management Mobile Computing smartphones,

National Champion runner-up)

• iPods/iPads)

Team and Project Collaborator

• Fluent in English and Albanian

PROFESSIONAL EXPERIENCE

Yale University – (TeK Systems) – New Haven, CT August 2010- March 2012

Dedicated Desktop Services Provider –Yale School of Nursing

This position consists of installing, maintaining, and coordinate repair of desktop and laptop computing equipment as well as support clients in

the use of equipment. Respond to end-user requests for assistance with core services such as email, scheduling and backup systems, software

installation, collaborating with other ITS departments. I have the ability to work through complex problems until they are resolved, with the

appropriate sense of urgency.

• Advised on software and hardware purchases in the acquisition of computer equipment, software, and peripherals for faculty and staff.

• Utilize BigFix management and reporting to plan, maintain asset management functions for department’s software and hardware.

• Maintain HPSM incident tracking system from the input of issues through the resolutions, including any necessary escalation.

• Coordinate and escalate support issues within ITS and other computing support organizations to ensure smooth deployment of new

technologies and solutions.

• Email and Calendaring; deployment of email and calendaring solutions and support for all operating systems (Windows, Mac, and

mobile device OSs).

Yale University – New Haven, CT August 2008 – November 2009

Software testing: Quality Assurance

Yale created this position to improve the service offerings of all ITS technical support, and they chose my wide variety of experience in multiple

areas of technology to work closely with the SME for the areas of Servers, Mobile Computing Devices, Email and Calendaring, Microsoft

Office and Macintosh to enhance the level of support offered at Yale.

• Ability to use a combination of research, testing and escalation to efficiently find the best solutions to technical problems

• Worked with Dell to improve packaging of University wide applications.

• Conducted dozens of pre-deployment interviews and deployments of Managed Workstations.

• Ability to work both independently, in a team environment and across organizational units.

• Troubleshoot complex issues, via remote access, for installation, configuration and technical support of university wide systems.

• Experience in support of Windows and Macintosh systems, plus UAT testing for Managed workstation project

C-Tek – Waterbury, CT June 2006 – August 2008

System Support Specialist / Technical Analyst

Generate sales and manage development projects and provide a variety of support options to help businesses, IT professionals, developers, and

home users. Identifying network layers and troubleshooting, PING to remote computer, reconfigure or repaired failed components, modems,

routers, internet connections or web browsers.

• Support of standard software packages, including Microsoft Office and Adobe productivity tools.

• Recommend new hardware and software solutions to meet client needs and lead system design and testing.

• Knowledge of Ethernet and wireless networking protocols; and knowledge of hubs, routers, IP and terminal emulation concepts.

EDUCATION

Southern Connecticut State University – New Haven, CT 1999

Bachelor of Science in Corporate Communication Minor: Computer Scienc

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