Software Quality Assurance
Resume:
Heyward O. Wilson Jr.
Mayesville, SC 29104
*******.******@*****.***
SKILLS
Operating Systems: Experience with LAN technologies,
including multiple network operating
systems (NT, LAN Server), topologies and
protocols (TCP/IP, IPX/SPX,
Netbios/Netbeui), and Wide Area
Networking.
Hardware: Dell, Compaq, HP, IBM/Lenovo desktops and
laptops. HP ProCurve 4000, and 8000 series
switches, Multitech SOHO Routers, HP
Laserjet Printers, Linksys Routers, Cisco
routers and switches
Software: Installing and supporting of the Microsoft
Office Professional Suites 2000, 2003,
2007, 2010 and Internet Explorer 7.0 and
higher with: Windows 2000/XP/Windows 7,
iOS, Desktop, laptop, and peripheral
hardware. Meditech Lotus Notes and Array
ticket tracking software. Symantec Ghost,
Ultra VNC, Active Directory, Webex, SMC
Connect, Net Meeting Sentillion,
Multitech, HP ProCurve
EXPERIENCE - Full-Time 40hrs/wk
January 2012 - Price Waterhouse Coopers Staff- US IT - Hartford, CT
Present
April 2011 To Price Waterhouse Coopers through KForce
(contractor) - Hartford, CT
January 2012 IT Field Services Technician
. Utilized problem solving and analytical skills to
provide direct level 2 hardware/software support for
entire Hartford office.
. Manage IT self-service window on a daily basis as a
well order additional peripherals for the office.
. Print Coordinator, supervise all print related issues
in the office
. Ability to support and troubleshoot Cisco Catalyst 4506
Servers
. Tested implemented and supported software rollouts to
the entire firm
. Responsible for implementing a print transition in the
Hartford office.
. Asset Management
. Audio/Video support
. Video Conferencing support
. IPad/IPhone support and IPad/IPhone class instructor
for basic use
April 2003 Tuomey Healthcare System - Sumter, SC
To April 2011 Support & LAN Analyst Information System
. Provide internal support to PC network users on multiple
platforms and operating systems. Provide assistance and
training to PC users on available software/hardware and
work closely with the network and development staff of
38 to resolve customer issues.
. Install hardware/software required to accommodate new or
relocated employees.
. Review and recommend changes in desktop and network
strategies/products. Maintain appropriate inventory of
repair/replacement hardware/software, and initiate
purchases required. Diagnose and resolve PC operation
problems on the network. Maintain contact with
software/hardware vendors and internal customers to
resolve technical and operational issues.
. Manage network design, implementation, organization, and
troubleshooting.
. Monitor underlying communication protocols and support
network hardware.
. Design, specify, and document LAN configurations
according to user needs while utilizing outside support
resources as appropriate. Install and support desktop
and LAN related hardware and software. Install and
customize LAN instruments to allow personal computers to
communicate and operate with the mainframe. Provide
operational support for desktop and LAN related
computing.
. Monitor facilities and environments to ensure a safe
secure operating environment.
. Demonstrate analytic, written and oral communications
skills.
. Environment: Windows XP, Windows 7, Office 2003, 2007
. Symantec Ghost
August 2000 Tuomey Healthcare System - Sumter, SC
To April 2003 Help Desk Senior Operator Information System
. Worked one-on-one with staff on application projects.
Answered staff questions on all company supported
applications. Determined source of computer problems
(hardware, software, user access, etc.). Served as
liaison between staff and the technology department to
resolve issues.
. Provided recommendations of company application
purchases. Documented resolutions for future reference.
. Performed hardware and software installations.
. Provided on-the-job training to new department staff
members and computer orientation to new company staff.
. Responsible for reporting results, following escalation
process, and dispatching issues to proper channels.
Answered, evaluated, and prioritized incoming request
from end-users experiencing problems with hardware,
software, networking, and other computer-related
technologies.
. Interfaced and communicated with appropriate parties
regarding ongoing issue resolutions and statuses for
trouble tickets.
. Lead users through diagnostic procedures to determine
source of error as well as educate and instruct end-
users on various application and hardware issues.
Handled problem recognition, research, isolation,
resolution, dispatch and follow-up for routine end-user
problems, escalating more complex problems and/or
outages to the proper department manager.
. Logged and tracked issues using problem management
databases and maintained historical records and related
problem documentation.
. Consulted with quality assurance to resolve software
errors, provide assistance to the QA team for usability
testing and provide assistance to the T1 team for new
installations and projects
. Environment: Windows 2000, Office 2000 & 2003
. Various software installs
December 1996 Tuomey Healthcare System - Sumter, SC
To August 2000 Medical Records Release of Information Clerk
. Responsible for processing requests for medical records
in accordance with regulatory requirements, clinic
policies and procedures, and federal and state statutes.
Maintained confidentiality of medical records.
Evaluated information to determine compliance with the
laws.
. Retrieved electronic medical records from computer
databases. Processed medical records requests by
releasing information to persons and agencies according
to laws and regulations.
. Copied, scanned, faxed and mailed medical records.
Preformed daily administrative task such as maintaining
information files and processing paperwork. Operated
office equipment such as voice mail messaging systems,
copiers, fax machines, etc.
EDUCATION
1990 Mayesville High School - Mayesville, SC
To 1994
High School Diploma
2010 to Present Liberty University Online
Current student in Associates of Religion Program
2008 Military
To 2009
Airman First Class, US Air Force Reserves, Electronic
Principles
Honorable Discharge
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