Quality Assurance Software
Resume:
Cassandra Lynn Thomas
Springfield, MO 65807
*********.********@*****.***
Career Objective
Seeking a challenging opportunity in the Information Technology field where
I can apply my experience and education to contribute to the organization's
goals. I am a team oriented, career driven and enthusiastic individual
looking for opportunities where I can continue to learn and work in a
challenging environment.
Education
Bachelor of Science, Information Systems Security ITT Technical
Institute, San Diego, CA
June
2008
A+ Certification
In progress
Professional Experience
PC Analyst December 2008 - Current
Mammoth, Inc., Springfield, MO
. Provides on-site/off-site hardware, software, and telephone support
for personal computers and thin clients
. Configures, tests, and installs new or existing software and/or
hardware
. Ability to troubleshoot PC hardware and software configuration
problems
. Knowledge of active directory and user account set up
. Maintain knowledge of current company hardware and software standards
- including PC configurations and Microsoft Office applications
. Training employees on new hardware and software installations
Application Quality Assurance (temporary position) September 2008 -
October 2008
SyllogisTeks/Monsanto, St. Louis, MO
. Participated in the AQuA team testing computer builds with new
software and updates to existing software
. Documented and defined changes after update is applied
. Assisted with team ticket queue (trouble tickets)
. Kept Microsoft Office 2007 "Helpful Hints" up to date with new
resolutions
. Assisted with configuration of teams SharePoint site
Desktop Administrator January 2008 - August 2008
Anonymizer, Inc., San Diego, CA
. Ensured backups completed successfully and can be restored
. Administrator of the Request Tracking (RT) ticketing system
. Distributed digital certificates and implement their use
. Provided desktop support for employees
. Provided training for employees on computer "Tips and Tricks"
. Kept informed of new technologies and systems
. Deployed and administered Microsoft Windows SharePoint Services 3.0
. Supported a variety of Blackberry devices including S/MIME services
Helpdesk Analyst & Technical Lead October 2005 - December 2007
Electronic Data Systems (EDS), San Diego, CA
. Ensured agents properly document and troubleshoot all break-fix
tickets and achieve first call resolution
. Troubleshoot and solve issues in a timely manner
. Ensure company policy is being followed appropriately
. Created training for agents determined by skillset and area of
difficulty, IE: Software/Outlook, Hardware/Blackberry, User/Profiles
. Assisted agents in progression through the NMCI helpdesk tier levels 1-
5
. Monitored agent resolution and call time metrics and trained as
appropriate
. Provided support to agents and improve agent morale
. Kept abreast of new policies and procedures being implemented and
distribute information accordingly
. Participated in McKenzie Project to revamp the helpdesk productivity,
first call resolution, and escalations
Technical Experience
Operating Systems: Windows 98; Windows XP Pro/Home; Windows 2000 Pro;
Windows 7
Enterprise; Windows Vista; Windows 2000 Server; Windows 2003 Server, RedHat
9.0; Phedora, Ubuntu, Knoppix
Windows Applications: Microsoft Outlook, Word, Excel, PowerPoint, Access
and Visio (2000-2007); Internet Explorer; Windows SharePoint Services 3.0
Helpdesk Tools: MMC, Remote Desktop, Computer Management, UNC, Command
Prompt, Terminal Services
Other Applications: Citrix and Citrix XenApp, Remedy and Trackit Trouble
ticketing system; Netscreeen Remote Access troubleshooting; Radia and SCCM
Software Distribution knowledge; Netvault Backup/Restore Software
Administration; Deployment and administration of digital signatures and
electronic mail encryption
Contact this candidate