Software Consultant Security Analyst

Contact

470-***-**** (Home)

*************@*****.***

www.linkedin.com/in/shelton-b-

b7247425 (LinkedIn)

Top Skills

Help Desk Management

IT Management

Help Desk Support

Shelton Barnes

PS Quality Engineer III at NCR Corporation

Lawrenceville

Summary

I have 35 years’ experience leading interdisciplinary teams to define and manage the implementation plan, training approach, help desk, and customer communications across all phases of the business system modernization implementation lifecycle (planning, preparation, stabilization, and operation).

Experience

NCR Retail

7 years 8 months

PS Quality Engineer III

March 2019 - Present (2 years 5 months)

Greater Atlanta Area

Job Description:

Perform API level, functional and application testing for RestFul services in a variety of Architecture layouts. Create and execute scripts for schema and data validations across various data sources. Develop automation for services and supporting components for various use cases with special attention to quick turn around. Perform code reviews for the test automation code. Analyze test results from a technical standpoint and isolate defects. Report defects and track all defects and project issues in a timely manner. Work closely with the QA/Dev/Product leads in the overall quality assurance process for the application. Test application for performance and conduct performance evaluations. Lead quality initiatives related to customer escalation or crisis scenarios. Telecommuting benefit available.

PS Quality Engineer II

November 2015 - Present (5 years 9 months)

Duluth, GA

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

The Quality Engineer II is responsible for verifying the quality of the loyalty solution down to the POS Terminal to ensure the delivery of high quality Page 1 of 7

solutions that meet or exceed customer expectations. Will be required to participate in cross functional reviews of requirement and design documents, design, develop and execute comprehensive test plans and scripts, and adhere to defined policies, procedures and processes.

• Reviews and provides feedback around design documents, functional specifications, and test plans

• Develops test plans and tests cases that validate requirements are met

• Responsible for testing the solution end to end

• Confirms, reports, and manages defects

• Prepares time estimates and work plan necessary to achieve the goals for assigned projects/features

• Communicates effectively and works closely with internal and external resources, including customer base

• Provides status reports and participate in departmental and project team meetings and email communications

• Identifies testing risks and propose solutions to mitigate

• Provides escalations in a timely manner and through the appropriate channels

• Establishes and maintains strong working relationships with cross functional team members

• Provides input into continually improving quality processes and procedures

• Serves as an escalated support resource for products that we release

• Troubleshoots and verifies hardware and software issues reported internally and externally from the field

Software Consultant III

December 2013 - November 2015 (2 years)

Duluth, GA

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY

The Software Support Consultant works in a complex technical environment, resolving and providing solutions to customer problems. They identify, design and develop solutions for product and system problems. They communicate with internal and external organizations to resolve problems whilst maintaining full ownership. Offer input and gain knowledge as a subject matter expert on products, systems, and services

• Knowledgeable across the related LOB product range including all solution(s) currently released and supported, but may require assistance to progress an incident out with assigned product solution(s)

• Knowledgeable on assigned product solution(s) and can investigate issues and very infrequently require assistance

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• Very knowledgeable on specific areas of solution(s) to SME level and can assist others with investigations

• Basic knowledgeable on 3rd party products used within customer solutions

• Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role Design corrective action(s) to resolve product or system problems with no known solutions.

• Gather and analyze information, formulate and test hypothesis

• Identify, design, develop and validate solution

• Ability to research problems with no known solutions and design solutions for identified problems

• Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident

• Ability to manage multiple issues of differing stages of investigation and priority without assistance.

• Work with product developers to assess and create product alterations and contribute to long term solutions Actively participate in making the team a success by achieving the team objectives

Visiting Nurse Health System

Client Support Tech III

November 2012 - November 2013 (1 year 1 month)

5775 Glenridge Dr e200, Atlanta, GA 30328

• Provide escalation level technical software, hardware and network problem resolution to other Client Support Technicians, Systems and Network Administrators and external vendors.

• Installs, configures and maintains client operating systems (Windows), in house and vendor applications and hardware according to defined IT standards and procedures. Works with new users to familiarize with company systems and procedures.

• Provide hands-on and remote desktop PC and telephony support to internal customers with a focus on customer service. Customers include both end- users and market IT staff requiring assistance.

• Assists in developing enterprise solutions for deploying and supporting Windows 7 desktop operating system and application platforms. Establish a standard GHOST and WDS image for all models and current type computers.

• Serve as third-level troubleshooting resource for Technicians requiring direction for complex technical issues as basic-to-advanced installation, Page 3 of 7

configuration, and repair and troubleshooting of the enterprise desktop computing platform.

• Provide support in all technologies which include PC hardware, software, operating systems and peripherals, VOIP desk phones, softphone, cellphone email support and end user facing network services such as LAN, VPN, and CallManager. Provides basic operational user support for voice communications systems including mobile devices as needed.

• Work with associated technical and application teams to test solutions, troubleshoot and remediate application compatibility and installation issues

• Evaluates and recommends techniques for increasing desktop/laptop performance.

• Other responsibilities include documentation and tracking of work efforts in a ticket tracking system, strict adherence to documented processes, suggesting and implementing improvements to existing processes and documenting new processes with a focus on continuous process improvement. WorldPay

Information Security Analyst I

July 2012 - November 2012 (5 months)

600 Morgan Falls Rd, Atlanta, GA 30350

• Provided phone and email support to on-site and field employees on a variety of issues including system access and operations.

• Properly documented and tracked the details of the problem, analyzed both status and resolution within the Help Desk tracking application Service Desk Call Logging system (Remedy)

• Escalated Major Incidents as defined within the Major Incident Process to the appropriate Management.

• Received, logged and managed calls from internal staff via telephone and email

• Served as the escalation point for first line support of IT related problems from in-house software to hardware, such as MS SharePoint, MS Outlook, BlackBerry’s, Laptops, PCs and Printers.

• Supported extensive application user support for proprietary software

• Supported basic network issues such as ADSL broadband and wireless issues and performed hardware trouble-shooting.

• Escalated unresolved calls to the appropriate Engineering support team(s)

• Provided statistics for the weekly Service Desk report on call trends and the daily audit of application availability

• Developed Service Desk Support Scripts to ensure consistent quality service among Service Desk Operators

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• Followed through and communicated with the user while working the problem to ensure successful and timely completion of the problem.

• Worked closely with Network/Computer System Administrators following instructions and pre-established guidelines of the IT Department.

• Supported Point of Sales and Back Office applications TekPro Services

Help Desk Manager

September 2010 - August 2012 (2 years)

• Help Desk Manager over a staff of 16 Help Desk Specialists for the United States Department of Labor (DOL), Office of Foreign Labor Certification

(OFLC) located in the Atlanta National Processing Center (ANPC).

• Responsible for assisting all DOL analysts, PERM applicants, attorneys and U.S. congressmen with over 100,000 case files for the Department of Labor

• Conducted training on Help Desk policies and procedures

• Resolved escalated customer and vendor issues

• Advocated and encouraged working practices to increase Help Desk efficiency by closing calls on first contact.

• Developed databases to capture performance measurements and manage the database system to maximize service to customers.

• Attended weekly change management meetings and facilitated weekly Help Desk Team meetings, obtaining and disseminating updates and special projects

• Managed high volume email and phone inquiries from United States employers, agents and attorneys.

• Oversees development and dissemination of Help Desk responses and customer service performances.

• Designed and enforces request handling and escalations policies and procedures.

• Oversees the development, implementations and administration of Help Desk staff training, procedures and policies.

• Escalated problematic issues to the Federal Supervisory Management and Program Analyst with recommendations for resolve and seeks approval.

• Reviewed daily tracking of the Help Desk staff and ensures weekly status reports are timely submitted.

• Attended weekly Management meetings with both Contract and Federal Program Managers.

• Conducted performance coaching, performance evaluations and disciplinary actions.

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• Performed human resource functions such as leave approval, time card approval and staff counseling.

Truevine Online LLC

IT Help Desk Manager

August 2000 - August 2010 (10 years 1 month)

Irvine, CA

• Provided technical assistance via phone and email to over 3000 remote users

• Provided advice, installation services and on-going support in relation to desktops, notebooks, Blackberry and other PDA devices, printers and multi- function devices, wireless devices, installed drivers, PC setup, MS Office and Antivirus installation

• Trained Help Desk technicians on new programs

• Setup ISP dialup and high-speed DSL services, and Email, DNS, FTP, web hosting service, filtering service, VOIP service & routers.

• Logged all support desk interactions in ticket system.

• Utilized remote control applications to correct issues, install/update software, configure IT systems and perform general PC troubleshooting, including spyware and virus removal

• Resolved level III technical escalation requests from level I and level II IT members

• Diagnosed and resolved technical hardware and software issues.

• Researched questions using available information resources.

• Identified urgent matters such as service outages, programming conflicts, web hosting issues and email routing issues and resolved the issues with third party vendors.

• Ensured maximum Windows efficiency through regular system updates, patches, disk cleanups and disk defragmentation

Education

Virginia College

Network Engineering, Network Engineering · (2000 - 2001) Jackson State University

Computer Science, Computer Science · (1995 - 1996) Murrah High School

Diploma, High School/Secondary Diplomas and Certificates · (1992 - 1995) Page 6 of 7

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