Technical Support Software
Resume:
Lynn A. Bell
Hernando, MS 38632
****.********@*****.***
Skills:
Project Management Demonstrated leadership ability, strong communication and presentation skills, and efficient organizational skills. Experience using Microsoft Office, Access, PowerPoint, Excel, Project and Visio. Ability to work on multiple projects simultaneously.
Management Experience as Development Team Lead for support of Oracle Transportation Management application for a large logistics firm. Managed a team of Implementation Analysts and offshore developers to onboard new customers and develop application customizations, reports, and data conversions. Worked with vendors to maintain third party software licensing and upgrades.
Implementation/
Business Analyst Provided technical support for large client system implementations to include system configuration, front-end customization, data conversion and load, EDI setup, reporting setup, user training, and trouble-shooting of implementation issues. Experience working with internal operations customers to gather and document system and reporting requirements.
Software Support Provided support for multiple systems on Linux and Windows. Developed detailed procedural and training documentation for users. Strong verbal and written communication skills. Intermediate SQL skills in Oracle/TOAD. Ability to quickly grasp detailed functional and technical designs and application functionality for both web-based and client server applications. Excellent trouble-shooting and root-cause analysis skills.
Software Testing Test plan development, manual testing of newly developed software and enhancements, including regression and performance testing. Specialize in ETL, reporting, and analytics testing, as well as front end verification. Documentation of errors, with well-developed skill of communicating with developers and analysts to resolve application issues. Excellent trouble-shooting skills utilizing database queries, system and application logs, and diagnostic tools. Workflow, Test Case and Defect management with Jira, Rally, and HP Quality Center. Development of automated regression tests using Grinder.
Technical Writing Developed help files and user guides using various software tools. Drafted other administrative documentation such as forms, client agreements, implementation procedures and installation guides. Created functional and technical design specifications.
Training Broad training experience including personnel, public school, and computer courses. Developed courseware for technical training.
Release Mgmt. Manage code in Subversion for QA, UAT, Staging and Production environments for multiple applications and technologies. Work with developers to resolve conflicts and deploy to all environments. Run Oracle and SQL server scripts and packages, set up and maintain web services and ftp sites. Use Jenkins and PowerShell to automate deployments.
Education:
Master of Arts in Teaching-Social Studies Education-University of Pittsburgh, Pittsburgh, PA-1994
Bachelor of Arts in Business Administration-(BS/BA)-Towson State University, Towson, MD-1987
Associate in Arts in Business Administration (AA/BA)-Robert Morris College, Pittsburgh, PA-1984
Experience:
April 2012 – present
Sedgwick, Memphis, TN (1 year as contractor for VACO)
IT Release Management Advisor, October 2015 - present
Software Quality Assurance Advisor, April 2012 – October 2015
Merge and maintain code from Development branches to QA and Release Repositories using SmartSVN, TortoiseSVN, and Microsoft Team Foundation Services
Deploy Oracle and .Net code using TOAD, Jenkins, PowerShell scripting
Set up and maintain Microsoft web services on Windows Server 2008 and 2012
Use Microsoft Visual Studio to resolve build issues
Troubleshoot and resolve application issues after deployments
Test software applications based on Business Requirements and Technical Design including ETL, reporting, UI and backend testing
Develop and maintain test plans in Quality Center
Manage defects in Quality Center and Rally
March 2007 – April 2012
Exel Logistics, Memphis, TN
Development Team Lead, June 2009 – April 2012
Implementation Systems Analyst, May 2008 – June 2009
QA Analyst/Implementation Support, March 2007 – May 2008
Managed Implementation Systems Analysts involved in implementation and development support of Oracle Transportation Management and McLeod Loadmaster Fleet Management systems in multi-tiered test and production environments. Coordinated with Analysts and external vendors to deliver projects and enhancements on-time and under budget for new and existing supply chain customers.
Worked closely with the Solutions Delivery team to understand implemented configuration and provide technical development and daily application support. Provided training for new support and ISA team members.
Developed training documentation for new Implementation and Support Analysts. Worked with support team, DBA, network services, integration team, and super users to ensure the continued growth and stability of the application.
Served as a liaison between support services and business stakeholders to plan and deliver implementations and enhancements to meet the needs of internal and external customers.
Communicated daily via verbal and written communication to chair conferences, deliver policies, procedures, training, standards, and technical support.
Conducted troubleshooting of application and report issues utilizing logs and diagnostic servlets.
July 2006 – Feb. 2007
ALSAC, Memphis, TN
Quality Assurance Analyst
Developed test plans and conducted testing for company website.
May 2003 – July 2006
McLeod Software, Birmingham, AL
Quality Assurance Analyst
Developed test plans and conducted testing for newly developed software and enhancements.
Documented test results and provided documentation for release notes.
Worked with developers to resolve application issues.
Projects included front and back end testing of User interface enhancements, Financial modules, Reports, and BI Dashboards
April 2002 – May 2003
Technical Communicator
Source Medical Solutions, Inc., Birmingham, AL
Developed a variety of help files, user documentation, and technical documents for medical software.
Developed style guide for corporate standards of documentation.
Feb. 2000-April 2002
Software Testing, Help Documentation, and User Training
IT Axs, Inc., Birmingham, AL
Wrote application-based help documentation and user guides.
Drafted administrative documents, such as change control forms and client agreements.
Conducted detailed testing of newly developed software and communicated with development team to resolve issues.
Conducted user training for newly developed systems.
June 1998-Feb. 2000
Y2K Project Coordinator, Software Testing
Southern Research Institute, Birmingham, AL
Researched and assessed information, trends, and industry solutions to year 2000-related issues using the Internet and other resources. Conducted system tests for operating systems and software.
Coordinated and documented year 2000-related activities within the Institute, to include planning, assessment, testing, and implementation of the Project Plan, as approved by management and the Year 2000 Compliance Team.
Assisted divisions, departments, and individual staff with attaining information necessary to solve Y2K-related issues. Developed and sent correspondences to vendors and clients.
Maintained a central repository of all Year 2000 compliance information including hard-copy files and databases.
Conducted Y2K training to Institute employees, as required.
Dec. 1997-April 1998
Instructor
New Horizons Computer Learning, Vienna, VA
Taught various levels of public and private software courses: Windows 95, Microsoft Word, Excel, and PowerPoint, Corel WordPerfect and WordPerfect Presentation.
Applications Utilized
Microsoft Visual Studio, SmartSVN, TortoiseSVN, PowerShell, Jenkins, Putty, IIS, Fiddler
Microsoft Windows and Linux Redhat operating systems - Window Server 2003, 2008 and 2012, J2EE, JBoss, WebSphere, Weblogic, Apache Tomcat
Microsoft Outlook, Word, Excel, Access, PowerPoint, SharePoint, Project, Visio, XML Editor, Visual SourceSafe, Remote Desktop Connection, NetMeeting, PhotoDraw
Oracle SQL Developer, Quest Software – Toad, SQL Server Management Studio
Mozilla Firefox, Apple Safari, Google Chrome, Microsoft Internet Explorer and Edge
IBM Lotus Notes, Lotus Sametime, Microsoft Lync
Notepad++, Edit Pad Lite, UltraEdit, UltraCompare, WinMerge
Ipswitch FTP_Pro, Citrix Access Client, HP Performance Manager
Oracle BI Publisher, Discoverer, Content DB
SAP Business Objects, Hyperion, Crystal Reports
Remedy Action Request System, Oracle Metalink, HP Quality Center, Rally, JIRA
Snag-it, SmartDraw, Adobe FrameMaker, Photo Editor, Acrobat, Reader
Contact this candidate