Software Tester

Location:

Arlington, VA

Posted:

August 12, 2015

Contact this candidate

Resume:

Vanita L. Mitchell

**** *** ****** *****, ****** Head, MD 20640 240-***-**** ******.********@*****.***

Qualifications

Over 8 years of experience working in a help desk and call centre environment

Approachable, diplomatic and possess a calm demeanor

Demonstrate ability to quickly diffuse heated customer situations

Provide a leadership role in a team environment

Support other team members and facilitated in creating a stress reduced atmosphere

Train others in the use of applications and in technical support methods

Excellent troubleshooting and logical problem solving skills

High level of written and oral communication skills

Creative ability to solve unusual or difficult problems when logical methods have failed

Demonstrate ability to meet deadlines, and set priorities

Worked with a high performing software development team in deploying ticket tracking software for Helpdesk

Technical Profile

Software Packages: MS-Office, Outlook, Active Directory, Exchange, Service-Now, Remedy, LiveLink, What’s Up Gold, Microsoft Lync

Operating Systems: XP, Vista and Windows 7

Professional Experience

Technuf (MWAA), – Washington, DC

Senior Analyst April 2014 – Present

Acting Manager when manager is offsite

Train new staff on procedures

Troubleshoot complex, custom software issues

Support 1500+ application users.

Led QA UAT effort in rollout of internal custom implementation of ticket tracking software (Service now)

Opened, tested and closed tickets related to the rollout of ticket tracking software (Service Now)

Conduct Training classes on how to use ticket tracking system (Service Now)

Acted as Service Now administrator

Collaborated with other MWAA personnel to resolve user application problems.

Collaborate with developers to resolve software issues

Remote assisted users on software issues

Compiled list of acceptance criteria in preparation for UAT testing effort

Performed regression testing using all test cases before signing off for production.

Participated in User story planning sessions

Participated in User story complexity sessions

Participated in software demos

Participated in daily standups

Tested software for system performance

TISTA (MWAA), – Washington, DC

Senior Helpdesk Analyst July 2013 –April 2014

Provide Tier 1 support to IT Help Desk staff

Troubleshoot complex, custom software and hardware issues

Support 1500+ groups and staff members.

Reset passwords for users on network using LiveLink

Input, update and close tickets through Help Desk system (Service Now)

Collaborate with other MWAA’s personnel to resolve user problems.

Attempt to resolve user’s issues at level 1 and if not, determined appropriate escalation - level 2 or 3.

Provide new user orientation for network usage, printer support and email profile configuration

Create and update client Service Now profile accounts for the user community.

Unlock and reset user’s network accounts using Active Directory.

Update IT Help tickets and relay-updated information to users.

Collaborate with users on resolving hardware and software issues

Work on special projects at user/management request.

Monitor network servers for both airports (Dulles International and Reagan National Airport)

Provide Accounting Dept. with basic login information to access Gembase (broker and production name).

Create IT Daily Status Report for personnel location, verification status of server back-ups; VIP tickets/status and IT

outages.

Remote assist customers for software or hardware issues or installations

Setup Smart Phones to MWAA Exchange email server

AECOM (MWAA), – Dulles, VA

Senior Helpdesk Analyst (AECOM) January 2010 –July 2013