Andrea L. Mills

Portsmouth, VA ***** 757-***-**** adawqi@r.postjobfree.com

SUMMARY

IT Professional with numerous years of experience in technical, analytical, organizational and communication skills accomplished in a variety of civilian and industry positions.

DoD SECRET – Inactive

EDUCATION

Bachelor of Science Computer Science

Norfolk State University, Norfolk, Virginia

December 1996

WORK HISTORY

Customer Service Representative, QVC Inc, Chesapeake, Virginia 2018 to Present

Provide updated information for customer inquiries concerning various products and services

Gather information to resolve customer issues or escalate, as needed, for resolution

Assist customers with purchases, financial issues and tracking information

Customer Service Representative, Kroger Marketplace, Suffolk, Virginia 2014 to 2018

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming positive experiences

Handled diverse range of customer service, operational and administrative requirements daily

Coordinated with coworkers and managers to resolve difficult and high-level customer issues

Help Desk Support Service Specialist, IBM, Fort Eustis, Virginia 2012 to 2013

Assisted customers in accessing the Army Learning Management System (ALMS)

Performed troubleshooting of courseware/registration related issues

Gathered data to resolve customer issues or escalated the issue to Tier II for resolution

Position ended due to loss of contract

Test Analyst, Army Distributed Learning System (DLS), Fort Eustis, Virginia 2007 to 2012

(CACI, CIBER, IBM)

Imported, configured, validated, published and maintained backup files of Army courseware within the ALMS and Content Validation System (CVS) Production Environments

Conducted Playability testing of Army courseware, on various platforms, for standards compliance and defects in accordance with the test plans and procedures

Prepared detailed reports documenting courseware technical and playability results found during testing process

Assisted Test Lead with ensuring Requirements Traceability Matrix (RTM) and Army DLS Courseware Testing database were accurate and completed

Participated in team meetings to resolve content playability issues

Technical Support Analyst, Cegedim Dendrite, Chesapeake, Virginia 2006 to 2007

Provided initial support to customers, via telephone, voicemail, email and fax, experiencing problems with hardware, software, networking and other computer-related technologies

Assessed users through diagnostic procedures to determine source of problem

Facilitated tracking workflow management, escalation and resolution for all computer issues

Initiated contact with customers whose issues were not resolved on initial contact and developed a follow-up plan for resolution

Systems Engineer, Northrop Grumman, Virginia Beach, Virginia 2004 to 2005

Applied knowledge of Multifunctional Information Distribution System (MIDS) and other Link 16 variants’ system-level requirements and software architectures to engineering support tasks

Researched technical inquiries and assisted with development of technical documents providing software engineering recommendations to U.S. Navy customers

Reviewed and provided technical engineering assessments for systems, software and test specifications

Supported test and data analysis of software block cycle change releases

Participated in technical meetings held via teleconference

PC Technician, Techniki Informatica, Norfolk, Virginia 2002 to 2004

Installed Windows OS, drivers and software onto laptop computers

Imaged/configured systems

Transferred data utilizing crossover cables, when necessary

Installed/configured various applications specific to everyone

Set-up email and remote access service

Troubleshot hardware, software and printer issues

Performed preliminary quality assurance diagnostics, including functional testing on hardware and software

Provided user orientation on Dell desktops and laptops for the Navy-Marine Corps Intranet (NMCI) project

Business Systems Analyst, CACI, Norfolk, Virginia 1997 to 2001

Developed new and redefined requirements per client’s requirements

Analyzed and interpreted requirements, design and technical specification documents

Developed formal test plans, procedures, processes and automated test scripts per established guidelines to ensure quality delivery of the application under test

Monitored application/system for exceptions attributable to the test environment and other items requiring post-test attention

Executed test scripts and analyzed test execution anomalies

Developed, generated and investigated defect and problem reports

Maintained test environment and defect database

Interfaced with customers, vendors, and various company departments to resolve test anomalies

Provided leadership and technical guidance to less experienced analysts

Supported Lead Test Analyst in development of test plans and test cases that adequately exercised the software and system architecture

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