Quality Assurance Manager

QUALIFICATIONS PROFILE

To use my skills, experience and adaptability to obtain an entry-mid level

position where I am constantly challenged. My greatest strength is my

ability to walk into a new environment and be functional immediately. I am

quick to learn and adapt to new situations, configurations and

technologies.

TECHNICAL SKILLS

Platforms: Windows XP/2000 Pro/NT4.0/98/95, DOS,

Networks: TCP/IP, DNS, WINS, HTML, Windows NT, Ethernet 10baseT, Ethernet

100baseTX, Internet Browsers, SMTP, POP3

Software: GoodLinks/Blackberry, TrendMicro 8, Lotus Notes ND6.5/R5,

McAfee 4.5 /7.0/ePO & 8.0i, Aventail VPN, MS Outlook, MS Office

95-97-2000-XP-2003, PCAnywhere 9.2

Hardware: Desktop/Laptop computers, Printers

eDUCATION AND cREDENTIALS

AS Degree, Computer Technology - Heald College - Hayward, CA

Awarded: April 2001, GPA: 3.89 - Deans list

BS Degree, Computer Science - University of Phoenix - Online

Currently enrolled. Will receive degree December of 2011

Pursuing certifications:

MCSA, CCNA, Network +, Security +

EXPERIENCE HIGHLIGHTS

ZIPREALTY

06/08-06/10

HelpDesk Support

Technical and general support for ZipRealty, Inc. online platform

users across the nation. Supporting a user base of 3000+ real estate

agents, coordinators, and directors in 54 markets throughout the

United States, as well as 200+ users within the Emeryville Corporate

Headquarters. Utilized the Best Practical Request Tracker ticketing

system to receive and process phone, email, and in-person issues,

handling 100-200 Helpdesk tickets daily. Support liaison for Venali

Internet Fax Messaging System, dealing directly with Venali Technical

Support. Provided user level quality assurance and product

development for the ZipRealty, Inc. client website and agent platform,

testing and troubleshooting new additions and features pre and post-

release. Instructed and trained new and existing agents on ZipRealty

Agent Platform use and capabilities.

WOODSIDE HOMES OF NEVADA

07/05 - 01/08

Finance Assistant / Desktop Support

Maintained, performed setup and coordinated repairs of computer and

general office equipment as necessary as well as contacts vendors to

make arrangements for warranty repairs. Provided daily support in the

areas of hardware, application and desktop. Provided IT Support for

configuring and installing/enabling of client workstations, security

systems, phone systems, network devices, and other electronic

equipment in the various field offices. Ensured timely resolution of

PC and printer problems for Region, Division and community employees

utilizing. Provided software and hardware training for the division's

phone systems and various other IT equipment (which includes but is

not limited to desktop applications, blackberries, cell phones,

computers, firewalls, routers, switches, fax machines, copiers, and

printers). Troubleshot printer and server problems. Assisted other

employees with computer problems; Hardware updates, software training,

network login issues and basic computer problems. Assisted with data

wiring upon remodeling or addition of workspace, maintaining the

corporate standards as related to wiring. Helped employees with their

Lotus Notes problems; Data base, emailing, contacts and all other

aspects of Lotus Notes.

COMCAST CABLE / XFINITY

4/03 - 07/05

Customer Account Executive

Handled large volume of incoming telephone calls, covered full range

of customer services in a prompt and professional manner, obtained all

information for resolution of transactions. Prepared work orders for

service appointment requests after determining if field visit were

required and ensured appropriate follow-up procedures were met. I

input customer's orders and data into CRT. Demonstrated a solid

understanding of various products and services to ensure an accurate

description was provided to customers ensuring quality sales and

retention. Utilized online tools for analyzing customer issues, poll

outage websites to determine frequency in areas affected.

LOWRY & ASSOCIATES

08/99 - 04/03 Office Manager / Desktop Support

Prepared payroll for employees, assisted customers in decision making,

configured and setup

LAN, PC troubleshooting, installed software, repaired virus infected

computers, purchased

peripheral as needed, answered high volume of calls, brainstormed

computer upgrades with

CEO of company, trained new hires on new software, and setup CEO's

itinerary for various

business meetings.

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