Customer Service Quality Assurance

Esi Darku

**** ********* *******, *******, **

*********@*******.*** ( H 678-***-**** ( Cell 404-***-****

SUMMARY OF QUALIFICATIONS:

. Talented IT professional with 7 years experience in supporting Siebel

CRM and proprietary applications.

. 20 years of Customer Service experience.

. 4 years experience providing Helpdesk and Security Administration

support.

. Trained new employees on the functionality of Siebel and custom

applications.

. Demonstrated ability researching, analyzing, troubleshooting and

resolving end-users issues.

. Provided installation, upgrade and configuration of software

applications.

. Developed and maintained process documentation and technical user

guides.

. Certified Software Tester with demonstrated skill in User Acceptance

and Regression testing.

. Excellent problem solver with strong communication, teamwork and

interpersonal skills.

KEY ACCOMPLISHMENTS:

. Resolved 95% of tickets within 1 business day.

. Achieved highest level of productivity handling 100 calls daily.

. Earned accolades for delivering prompt, accurate and exceptional

customer service by responding to and resolving trouble tickets

quickly and accurately.

. Successfully met Service Level Agreement by coordinating with

developers and other IT professionals to resolve complex issues.

. Identified 95% of bugs during Quality Assurance Testing of

applications prior to deployment.

. Served as a Subject Matter Expert for BellSouth application.

( Developed excellent working relationships with external users.

TECHNICAL EXPERTISE:

Windows 95, 98, 2000, NT Microsoft Office 97/2000 Microsoft

Outlook Lotus Notes

Siebel Microsoft Office FrontPage SQL

Visio

PROFESSIONAL EXPERIENCE:

Application Support for American Cancer Society - Atlanta, GA

8/06-10/09

Provided second level support of Siebel software to end-users.

. Managed incoming service requests via phone, email and

ticketing system.

. Interviewed users to identify source of problem.

. Diagnosed, troubleshoot and resolved Siebel software issues

accurately and successfully.

. Escalated complex issues to third level support to meet SLA.

. Coordinated with help desk, developers and other IT

professionals to resolve issues.

. Set up PC's and installed Siebel, Java, Windows and other

applications.

. Trained users on the functionalities of Siebel by providing

instructions and reference materials as well as responding to

questions.

. Communicated system outages, ticket statuses and resolutions to users

in a timely manner.

. Developed and maintained technical documentation, solutions, helpdesk

process workflow and Siebel user guides.

. Performed User Acceptance and Regression testing of Siebel prior to

deployment.

. Utilized SQL to obtain users status in Siebel.

Esi Darku

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Siebel Business Administrator for American Cancer Society - Atlanta, GA

8/06-10/09

Administered security to end-users.

. Received and processed daily and monthly access request forms from new

and existing users.

. Reviewed and enforced security protocols for Siebel access.

. Setup users. Updated and maintained views, responsibilities, name

changes, job titles, status and access.

. Activated and terminated users upon request.

. Provided network identification information and reset user's password

using back-end of Oracle.

. Created monthly reports detailing new hires, employees' promotions and

terminations.

. Troubleshoot and resolved security access and visibility issues

involving Siebel application.

. Developed and maintained security administration process

documentation.

QA Analyst for BellSouth - MD&E Inc. Atlanta, GA

1/03 -8/06

Performed Quality Assurance Testing of Siebel and custom applications.

. Attended work requirements and design walk-through meetings with

Developers and Business Analyst to review requirements and design

specifications.

. Developed test scripts based on work requirements and business

functionalities.

. Performed User Acceptance, and Regression testing to support

enhancement implementations prior to release.

. Identified, logged and reported defects to QA Lead.

. Followed-up with programmers to ensure errors are resolved.

. Maintained and updated Issues Tracking Database.

. Utilized Mercury Test Director to log and track defect items.

Application Support Analyst for Bellsouth - MD&E Inc. Atlanta, GA

1/02-1/03

Acted as first line of contact to provide technical support for BellSouth

users.

. Assisted users experiencing problems with proprietary applications.

. Analyzed, troubleshoot and resolved end-user issues accurately, timely

and successfully.

. Managed end-user problems using Magic Helpdesk on-line problem

ticketing system.

. Installed, configured and upgraded Siebel and proprietary

applications.

. Utilized remote tools such as NetMeeting and SMS to connect to users

computers.

. Determined and initiated timely escalation of complex and server

outages to second level support.

. Documented application errors and solutions information to

knowledgebase.

. Interacted with programmers and developers to resolve defects.

. Developed training guides and trained end-users on custom

applications.

. Granted controlled and limited user access levels to BellSouth

proprietary applications.

. Setup user profiles and reset passwords.

. Provided user acceptance and regression testing of Siebel and

proprietary applications.

TECHNICAL QUALIFICATIONS/CERTIFICATIONS/EDUCATION

Certified Software Tester - July 2000

Certificate in Software Applications - May 1995

Bachelor of Science - University of Massachusetts at Amherst

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