Quality Assurance Customer Service

Helen Tesfasion

***** ******* **. #*****

Dallas, TX 75254

469-***-**** cell (primary contact #)

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

Technical Skills:

TCP/IP LAN/WAN XP Pro

MS DOS (basic commands) Excel Windows Vista

MS Word Web Access Legato

PC Technician Apropos Agent ITIL

Remedy Net Term Blackberry Support

Help Desk Operator/Team Lead PC Anywhere VNC

Application Development Software MS Power Point MIS

Customer Service Skills Data Entry (56 wpm)

MS Internet Information Server QuickBooks Crystal Reports

Dream Weaver Lotus Notes PeopleSoft

Service Net MS Project MS Office Suite

Windows Sharepoint Peregrine E-mail Applications Support

Management System Unix ClearQuest Siebel

ITIL Service Manager (Intermediate) QTP SQL Server Quality Center

All basic installation in software and hardware set-up ActiveX Control Support

Professional Experience:

NEC America

Network Lab Administrator 08/2009-Present

Perform software installations for test servers.

Support Quality Assurance testers while using 7-Eleven testing equipment in the lab.

Install network printers and mapping drives to approved servers.

Staged servers from Golden Master staging DVD created by our lab team. Followed through

with development on software defects and test case scenarios that needed validation for

testing.

Reset network passwords in Active Directory on a privileged account for Lab use only.

Performed daily check on Lab Equipment & the setup/changes made for testing purposes.

Reconfigured MOTs, Scanners, and all other peripherals as though it was staged in a live

store.

Support Developers and Lab Testers with software\hardware configuration setup

needs: Servers and Workstations configuration, DHCP scope configuration,

software installation\configuration\troubleshooting.

Get the HP switches model #’s and state we supported them. Wireless Access Point

configuration and support.

Worked with installation scripts and Radia testing for Deployment Testing in software

upgrades for live stores.

Configuration and administration of diverse systems running primarily Windows.

Responded and resolved lab Service Requests while maintaining customer service to

client employee’s using lab. Tickets may include (request for information,

hardware utilization/failures, application operation and application/os/hardware

configuration changes etc.)

Documentation on customer environments, solutions and procedures.

Maintained network and system security.

Ensured stability, redundancy, and fault tolerance for a variety of architectures.

Responded to system and application alerts, worked with clients to implement system

changes and resolve issues

Provided technical concepts to a variety of audiences including customers,

developers, administrators, and Production Support.

Participate in regular on-call rotation.

Trinity Industries

Executive Support Specialist Tier II 09/2008-01/2009

Perform over the phone analysis, diagnosis and resolution of desktop problems for end-users.

Responsible for providing Second level technical support for incoming calls, logging all calls

using Csupport and troubleshooting computer hardware, Operating System, application,

printing, and networking problems.

Install network printers and mapping drives to approved servers.

Create New Hire Accounts for HR, & hiring managers. Provide New hires access to

Exchange, Cisco Phone system, VPN, and other programs they are using based on their

hiring level department.

Provided program Installs such as Showcase, Hyperion Essbase, MS Office Tools, Cisco

VPN Client, etc.

Reset network passwords in Active Directory on a privileged account.

Retalix 04/2008-07/2008

Client Support Specialist

Was Administrator to Sharepoint Server 3.0. Provided Administrative and Read Access only

Permissions to new users and New Executives. Created Libraries and Lists such as

Shared Documents, and Discussions submitted to me via email so that users can share

ides, and shared tasks. Created RSS feeds for each department’s server.

Provided ongoing operations and application support for our various hosted application

solutions, including initial customer setup and deployment.

Provided daily monitoring of communications between customer stores and data center

servers.

Performed on-call (24 x 7) coverage, on rotational basis, in support of software and business

applications (including SQL Server databases).

Monitored improvements to system performance.

Provided clients with feedback using ITIL Service Delivery Tools.

Was able to clearly cover technical information over the phone.

Was able to research technical problems and drive to resolution.

Fujitsu 06/11/2006-10/30/2007

Quality Assurance Director

Promoted to Quality Assurance Director role during my last 2 months with the company

performing the same job responsibilities as a Help Desk Lead except for an increased

number of 60 people.

As this role was progressing I recreated the QA forms to fit with each contract that I was

responsible for while monitoring Service Center.

Provided Clients with Continuous Service Improvement guides also provided this

information to Project Manager.

Assisted Help Desk Leads with new Service Programs using ITIL Service Manager

Functions.

Provided Clients with feedback using Service Manager tools.

I was trained for each POS contract as a Lead to ensure the Quality of each agents work. I

was able to work with our internal help desk that supports Fujitsu end users such as Field

Engineers, VP of IT, etc. The support was mainly Fujitsu laptops and blackberry support.

Gave Agent review stats to 6 Leads from 6 different contracts for each one of their agents

when needed and also at the end of each month.

Contacted Quality Assurance Director in Montreal to ensure that QA forms were being

evaluated the same way in Texas.

Sat with Agents and Leads during Agent Reviews at the end of each month to go over high

and low points of customer service abilities.

Fujitsu 06/11/2005-06/11/2006

Help Desk Team Lead

Promoted to Help Desk Team Lead role during my first year as a contract employee and was

hired on with the Fujitsu at the same time performing extended job responsibilities

monitoring and mentoring 6-12 New Help Desk Agents.

Assisted Corporate Managers, sales associates, and Regional Store Managers in different

divisions with Hardware and software problems.

Monitored agent escalation process for field and Corp Alerts sent to the contracts IT

department.

Developed and maintained a Help Desk Web Portal used by our agents and updated by

myself using Dream Weaver daily.

Held Team Meeting for my contract every Wednesday to ensure the quality of customer

service for our contract.

During the week and throughout the weekend I create a Daily Critical Report that was sent to

the customer via email daily.

Interviewed and terminated employees.

Trained new Support Techs.

Evaluated the performance of 12 Support Agents on my team.

Monitored and recorded agent calls status using Quality Assurance reporting system at the

end of the week.

Fujitsu 06//11/2004-06/11/2005

Help Desk Representative

Took inbound calls as a Dressbarn POS technical support representative with at least 60-100

calls per day.

Made outbound callbacks for technical assistance with new hardware and software support on

Dressbarn contract.

At least 25 outbound callbacks made each day while assisting Fujitsu Field Engineers with

remote assistance using PC anywhere.

Assisted with Hard drive installations over the phone with Fujitsu Field Engineers remotely.

Assisted Team Lead with Training new Support Techs.

Parts International (Part Time) 02/2003-03/2004

Customer Account Specialist

Assisted business owner with filing and data entry using QuickBooks and other Microsoft

Office Software used to file customers accounting information.

Entered in new and current customer sales information for the month.

Provided totals sales information for the sales brokers that worked in the warehouse.

Affiliated Computer Services (ACS) 04/2003-04/2004

Quality Assurance Analyst

The Quality assurance role was to ensure that the product & service our group is fit to

provide meets both external and internal requirements, including legal compliance

and customer expectations.

As a Quality Assurance Analyst my duties to coordinate the activities required to

meet quality standards was number one goal.

Some other duties were to monitor and advise on the performance of the quality

management system and produced data and reported on performance.

In this role my responsibilities were increased to advise on changes and department

implementation with also providing training tools and techniques to enable others

to achieve QA system is functionality.

Affiliated Computer Services (ACS) 06/2000-04/2003

Help Desk PC Technician

Took incoming calls from 7-eleven employees, store managers, franchise owners, and also

district managers in different divisions all across the US and Canada.

Dispatched Software Techs for on-site assistance.

Dispatched Equipment techs to deal with hardware issues.

Shipped store equipment for replacements, when necessary.

Trouble shooting procedures consisted of opening batch files and dialing into Windows 2000

terminal server PC anywhere in DC (stores system).

Captured logs from our service center using Peregrine (service center software), and closed

work orders in detailed descriptions

Education:

Fujitsu University Net Campus

June 2006-Oct 2007

Courses: Quality Assurance Role Model/Certificate

Courses: Professional Business Lead/Certificate

High Tech Institute (Irving, TX)

July 2002-May 2003

Major: Medical Assistant Diploma

Remington College (Garland, TX)

Jan 2001-May 2002

Major: Computer Information Systems

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