WILLIAM BENJAMIN

***** ******* *****

Ashburn, Virginia 20147

703-***-****

adfttx@r.postjobfree.com

QUALIFICATIONS

SOFTWARE INTEGRATION and TEST ENGINEER PROFESSIONAL with PUBLIC TRUST CLEARANCE experienced in quality assurance, end to end functional testing concepts, systems analysis and integration, trouble shooting and debugging, and writing and executing test cases. Highly skilled in efficient operating in agile environments, communications, database concepts and integration across computing platforms, configuration management concepts, and quality control. Ability to set objectives, troubleshoot, and direct others. Regarded as an effective leader, a team player and results oriented.

BUSINESS EXPERIENCE

VIDOORI, INC. - 2019 -PRESENT

SOFTWARE INTEGRATION and TEST ENGINEER (2019 - PRESENT)

Responsible for conducting and overseeing systems analysis, performance, integration, manual testing, and quality assurance of IT systems throughout the nation for government agencies. Identify potential system malfunctions, defects, and potential work stoppage concerns and provide solutions. Handling Tier 2 escalated service requests; troubleshooting, conducting research, and providing resolutions to ensure workflow continuation for urgent workflow stoppages . Produce detailed written reports and follow-up on incidents that occur during and following deployment. Creating test cases and log defects for inbound and outbound service teams using IBM Rational Tool. Collaborate and work in tandem with internal and external contract entities and their agents and representatives. Smoke test applications in a real-time environment to make sure everything is functioning properly. Provide support for application patches and verify that the defects are resolved. Handling inbound live Helpdesk calls for Internal employee technology issues and providing resolutions.

Consistently in Top 5% of Testing Production Rankings

Recognized as Top Performing Testing Team requested to travel to all Census Locations prior to rollout of 2020 Census project

Serve as System Center Configuration Lead for the entire enterprise

Performed regression application testing on Interactive Voice Response, Customer Relationship Manager, Cisco Unified Intelligent Center, Tableau and Calabrio (Workforce Management and Quality Assurance Management) for the US Census Bureau

Contributed to interviewing and hiring of New Test Engineers

Collaborated with a team of 20, and performed standups during daily Scrum meetings

Handled live US Census Bureau operation ticket management on ServiceNow

SEQUOIA TECHNOLOGY SOLUTIONS - 2015 -2019

SENIOR TECHNICAL SUPPORT ENGINEER (2015 - 2019)

Responsible for installation and configuration of computer applications. Monitoring, maintaining, and resolving network issues. Prioritizing and managing the workflow for service requests. Diagnose, troubleshoot, and resolve user issues through probing, active listening, and gathering details of clients experiencing technical issues. Install, launch, and educate clients on emerging technology systems. Maintain procedural documents and provide feedback on operating procedures to improve resolution time. Serve as first point of contact for clients experiencing issues with computer systems and other devices. Provide prompt feedback to clients via phone, emails, or chats to provide status updates or technical instructions. Follow standard procedures to resolve issues and escalate as required.

Created and implemented Helpdesk SOPs to improve client experience and efficiency

Consistently Recognized as Top Performing Associate based on Ticket Resolution

Improved performance levels of contractors by providing hands on job instruction

Performed standups during daily Scrum meetings

WASHINGTON METRO AREA TRANSIT AUTHORITY - 2015 -2019

MAINTENANCE SUPERVISOR (2018 - 2019)

Responsible for overseeing scheduling, performance, and quality of maintenance and technical contractors throughout the metro area. Identify potential safety hazards and provide solutions to ensure the safety of employees and patrons. Produce detailed written reports or follow-up reports on incidents that occur on property. Maintain and build relationships with internal, local, state, and federal authorities to assist in investigating and resolving incidents that occur on the property. Monitor CCTV systems to confirm and assess employee attendance, monitor performance, and identify potential hazards.

Work with custodial and maintenance teams to ensure the organization’s objectives, while safely transporting all tools, machinery and materials to job locations. Certify the care and quality levels and performance during inventory and stocking of all supplies, materials, and equipment, assuring the organizations expectations are maintained. Responsible for completion and delivery of contractor performance reviews and improvement plans.

Identified and corrected loss of payroll revenue through monitoring of contractors

Improved performance levels of contractors by providing hands on job instruction

MAINTENANCE TECHNICIAN (2015 - 2018)

Maintain buildings, facilities and materials in order to ensure the safety of staff and the public. Provide assistance to patrons and employees to ensure all safety hazards are addressed and resolved. Identify, report, and notify internal authorities when emergencies occur. Safely transport all tools, machinery and materials to job locations. Certify the care and quality levels of inventory and stocking of all supplies, materials, and equipment.

Improved quality of inventory reporting resulting in reduction of supply loss and waste

Assisted in multiple emergency occurrences preventing potential patron injury

COMPUSYSTEMS – VA, MD, DC 2012 - 2014

LEAD DEVICE TECHNICIAN (2012-2014)

Responsible for providing technical instruction and support for the use of various smart devices. Provided on-site technical support to ensure device performance and satisfaction of clients. Maintained and repaired malfunctioning devices. Assisted in meeting planning and managed logistics during trade shows and conferences where devices were used for lead retrieval. Analyzed specific client business goals to match and maximize the organization’s software to align and meet their business needs. Responsible for training new hires.

Increased revenue through upselling of advanced data retrieval devices

Increased repeat vendor sales through relationship building

COMPUTER / TECHNICAL SKILLS

Tableau, Calabrio, SharePoint, Burp, CRM, IVR, ServiceNow, Adobe, Microsoft Publisher, Word, Excel, PowerPoint, Access, Project, Outlook, SalesForce, PeopleSoft, and IBM Rational Tool

COMMUNITY INVOLVEMENT

Vice President, ABSL – Community Basketball Organization focusing on providing mentoring and youth activities in urban areas

EDUCATION / CERTIFICATIONS

Bladensburg High School Bladensburg, Maryland

Node, Java, HTML, CSS, Django, Testing CI/CD, Scalability and Security, Git, User Interfaces, AWS, Python,– In progress

Agile Scrum Master Certified

CONTINUING EDUCATION

Microsoft Excel Mastery, Project Risk Management, Azure Deploying Virtual Machines, Linux Security and Hardening, Agile Project Management

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