Deskside Support / Helpdesk / Software QA

CAREER SUMMARY

Spent many years involved with desk-side support. Went into Software Quality Assurance and now looking to go back into Helpdesk or Desk-side support.

SKILLS / SPECIALTIES

Customer Service

Troubleshooting

System Prep/Imaging

Quality Center

MS Office Suite

MAC OS

Critical thinking

Documentation

Software testing

ServiceNow/Remedy

Windows 7 & 10

Linux

Problem solving

Individual and class Instruction on use of software

Active Directory changes

SharePoint

Skype/Remote Access

Migrations

Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications.

PROFESSIONAL EXPERIENCE

January 2014 – September 2017 Farmers Insurance Group Woodland Hills, CA

Client Systems Engineer I

Closed 150 high-level trouble tickets, meeting or exceeding the SLA requirement.

Used Quality Center to document testing of applications, computer builds, Active Directory changes.

Installed and tested over 150 existing software applications (both off the shelf and in-house applications) on Windows 7 Base Builds decreasing the time to production by 20%.

Documented installation instructions for over 100 applications which sped up the delivery to production.

Built and QA’d over 200 XP and 3000 Windows 7 machines advising management of Pass/Fail.

Supervised department testing / acceptance of specialized and general applications for various departments.

Incorporated changes into Active Directory, local policy settings, imaging, connecting to SQL, UNIX, databases, remote access and VPN connections.

April 2005-December 2013 RJT/Compuquest Farmers Insurance Torrance, CA

Migration Test Engineer

Installed and tested over 100 existing software applications (both off the shelf and in-house applications) on Windows XP and 7 Base Builds decreasing the time to production by 20%.

Documented installation instructions for about 50 applications which sped up the delivery to production.

Coordinated with various departments to obtain copies of necessary software.

Built and QA’d over 200 XP and 50 Windows 7 machines, advising management of Pass/Fail .

Supervised department testing/acceptance of specialized and general applications for various departments.

Incorporated changes into Active Directory, local policy settings, imaging, connecting to SQL, UNIX,

databases, Remote Access and VPN connections.

EDUCATION

PluralSite - LEAN, ITIL, Computer Security, Windows 10, PowerShell, Sysinternals, SQL, Mac OS

University of Farmers – Professional Development, Customer Service

Bachelor Degree in Liberal Studies

Associates Degree in Computer Science

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