Quality Assurance Service

No llie B. Nouanounou

Tel: 919-***-****/Cell: 919-***-**** Email: ************@*****.***

Objective:

Seeking an entry level programming position that presents a challenging

role where I can utilize my education, communication and technical skills.

Summary:

Bachelor Degree

AAS Computer Programming

Multi-lingual -Fluent in 3 languages (French, English & Spanish)

8+ years of progressive Information Technology experience and Client

Support services.

Aptitude for learning new software products quickly, and ability to support

wide range of proprietary applications.

Strong problem-solving and follow-up skills

Clean and valid driver's license

Education:

2012 Devry University Expected BS in Computer Programming

2011 Wake Technical Community College - AAS Computer Programming

1995 Marien Ngouabi University - Bachelors in Literature /Linguistic

Skills:

Program Languages:

HTML

XML

Scripting

Java

PHP

C++

Visual Basic

Mysql/SQL

JDBC/JQuery/Ajax

Software:

Apache/Tomcat

Citrix/ Unix

VPN

Active Directory

SMTP/FTP

Magento

MS Office Suite

Dameware

SAP

ERP

Lotus Notes

Remedy/Heat/Vantive

Oracle

Crystal reports

Eclipse/Spring

.NET

Industry Experience:

HCL/Ann Taylor INC Spanish/IT Tech support II

09/11 - Present

Provide hardware, software, network issues diagnosis and resolutions via

telephone or e-mail to Ann Taylor retail store end users.

Use Dame-ware application to remotely troubleshoot issues.

Route unresolved issues to higher level support groups.

Use Remedy as a call tracking system management for requests, respective

resolutions and circumventions.

Troubleshoot Point of Sale system Report issues and hardware issues such

as registers peripherals, routers, switches, visit counter sensors, HP

/Xerox printers, receipt printers, and debit card terminals.

Provide assistance to district managers with networking issues pertaining

to laptop or desktop password reset, VPN, Blackberry data synchronization,

Active Directory SAP, and Microsoft Office applications.

Qualex/Datrose/Kodak RTP French Technical Support II 01/09 -

09/11

Troubleshoot advance computer hardware, software and networking issues.

Use remote access tool to technically troubleshoot issues related to

TCP/IP, printer sharing, scanners, usb2 digital input, and Kodak G4 kiosk

licensing using RBM, printer's local connection to Kodak G4 kiosk, devices

enablers.

New software implementation, schedule and run automatic upgrades using SQL,

and configure Kodak G4 system.

Walk customers through procedures to restore Kodak G4 kiosk and printers

functionality.

Dispatch field engineers to service Kodak G4 kiosk and printers when Kodak

G4 components replacements are needed.

Collect information for service requests using Vantive

Train customers to improve Kodak G4 kiosk operation and to reduce Kodak G4

kiosk down time.

ACS Cary Help-desk Quality Assurance 12/05-

01/07

Monitored employees' calls for quality purposes.

Researched inquiries and log customers calls into database.

Investigated and resolve non-routine complaints.

Set up new employees' data into database using SAP.

Updated internal web page and center metrics weekly.

Responded to clients' inquiries and complaints.

Collected information from callers to resolve issues.

Communicated appropriate options for resolution.

Trained employees as needed.

Collect information for service requests using Heat.

NORTEL Networks IT Technical Support II 12/04-

11/05

Collected information for service requests using Info Windows.

Provided regular status, outages, and metrics to upper management.

Monitored help-desk agents' performance.

Updated internal web page and center metrics weekly.

Reviewed help-desk metrics to track agents' performance.

Assisted in migration of new applications.

Served as a back up account administrator using Oracle 9i and SQL.

Assisted new hired on issues regarding payroll or benefits.

Interviewed French Canadian agents upon hiring.

Specialized in supporting BAAN, SAP, OP, EDI, PSI, and WMS.

Trained new agents as needed.

Used SAP database manager tool to update HR data.

Supported Citrix based applications used by Managers.

Supported palm pilot with lotus notes.

Glaxo Smith Kline/ Ajilon RTP Help-desk Analyst II

06/03-1104

Collected information for service requests using remedy.

Resolved GSK field reps hardware and software issues.

Used PC Anywhere as a tool in migration of new applications.

Resolved issues in an NT, Win 2000/ XP environment.

Supported issues related to TCP/IP, Windows DNS, MS Office usage, PC disk

imaging, passwords resetting, laptop configuration, Lotus Notes, and data

migration.

Escalated unresolved issues to appropriate support groups.

Supported Citrix based applications used by GSK District Managers.

Supported palm pilot data synchronization with lotus notes.

CHC/NORTEL Networks Help Desk Analyst I 01/99- 11/02

Computer Horizons Corp. Raleigh, NC

Provided regular status, outages, and metrics to upper management.

Investigated and reported process breakdown.

Updated internal web page and center metrics weekly.

Maintained help-desk reference materials.

Assisted in migration of new applications.

Assisted issues regarding purchase order in SAP

Resolved user benefits inquiries using PSI as a tool.

Used Reflection for HP as a terminal emulator to access remote

applications.

Interviewed French Canadian agents upon hiring.

Specialized in supporting BAAN, SAP, OP, EDI, PSI, and WMS.

Supported wide range of remotely accessed applications.

Trained French agents as needed.

References upon request

Contact this candidate