CRAIG WILMS

**** ******** **** ****,**

Hamilton, OH 45013

Cell: 513-***-****

Email: adrxxz@r.postjobfree.com

CAREER SUMMARY

Mr. Wilms is a recent graduate of Ascendum’s Software Testing Boot Camp (see summary below) and is a member of Ascendum’s On-Demand Testing Factory. He has successfully completed hands-on training in QA and Testing concepts that include but are not limited to Requirements Analysis, Test Planning, Test Case Creation, Test Execution, Defect Reporting, Test Tracking, and Risk-Based Testing. Having also convincingly passed a rigorous knowledge assessment that tests the retention of knowledge, he has demonstrated her readiness to assume a productive role as a Software Test Analyst.

PROFESSIONAL WORK EXPERIENCE

Insight Global/Webhelp and

July 2021 - Present

Level 3 Help Desk Agent

●Take tickets that get to level 3 and Make calls to users and provide a solution for their issues.

●We connect with the user so we can see 1st hand what errors they are getting and try to solve their issues, by loading software, uninstalling software, troubleshooting their system, solving network issues they may be having.

●Work with multiple connecting tools VNC, Microsoft connection client, and Putty just to name a few by IP address.

●I have worked on outlook problems rebuild profiles and moved archive files and reattached to the outlook profile.

●We set up systems for pixies, or VTI’s in Net Pro. Extensive use of Net Pro (AD editing tool) for setting up and editing accounts, making changes to accounts, and creating administrative accounts for the laptops.

●I work with the following software: Office products 2007 and 2010, SAP, Various CAD programs, Reimage programs, Net Pro, Oracle, Java, Circuit, communicator, Various Misc. programs such as Adobe, 7 Zip, Citrix, McAffee Agent, and Password safe.

●I work a ticket on average 1.5 hours/ticket, so the productivity isn’t there like it was with the helpdesk L1,L2 but I work a lot of tickets until they are solved of I need to pass them on to the specialists.

Krogers, Hamilton store 909 June 2018 - June 2021

●I serve as a check out clerk for produce, dairy, grocery Items.

●I’m also trained in fuel, self checkout, dairy, and grocery.

●I asked to be trained in front end management but haven’t heard back from the one who makes that decision.

●I keep asking for more hours, but until I get more seniority that won’t happen I’m currently getting 18 - 30 hours a week.

Kings Island, Mason June 2018 - June 2021

Security 3rd shift

●I go on park patrols every night during off season.

●When we are open responsable to man post 3 until the main bank closes at 2am.

●When we are open I go out to post 3 and greet associates when coming into the park for work and direct new hires to HR.

●I am required to take a refresher 1st aide class so we can respond to Emergency situations off hours.

ATOS, Mason Oct / 2017 – June 2018

Level 3 Help Desk Agent

●Take tickets that get to level 3 and Make calls to users and provide a solution for their issues.

●We connect with the user so we can see 1st hand what errors they are getting and try to solve their issues, by loading software, uninstalling software, troubleshooting their system, solving network issues they may be having.

●Work with multiple connecting tools VNC, Microsoft connection client, and Putty just to name a few by IP address.

●I have worked on outlook problems rebuild profiles and moved archive files and reattached to the outlook profile.

●We set up systems for pixies, or VTI’s in Net Pro. Extensive use of Net Pro (AD editing tool) for setting up and editing accounts, making changes to accounts, and creating administrative accounts for the laptops.

●I work with the following software: Office products 2007 and 2010, SAP, Various CAD programs, Reimage programs, Net Pro, Oracle, Java, Circuit, communicator, Various Misc. programs such as Adobe, 7 Zip, Citrix, McAffee Agent, and Password safe.

●I work a ticket on average 1.5 hours/ticket, so the productivity isn’t there like it was with the helpdesk L1,L2 but I work a lot of tickets until they are solved of I need to pass them on to the specialis.

TCS, Milford, OH Dec / 2015 – Oct / 2017

PSEG Service Support Center

●Take support calls from NY Long Island, NY Nuclear and NY Newark, for power companies resetting there user id’s in password manager or an AD tool called DRA.

●LAN and SAP is supported, as well as Microsoft Office products, RSA Tokens (Hard, Soft).

●Using Service Now as our ticketing system, of witch my experience from Mercy Health came in handy for head start on the other personnel.

●I moved to 3rd shift after three weeks and became 3rd shift lead after around 4 months.

●We are 1st contact for our customers from the eastern seaboard and India on 3rd shift. We take calls with a 75-80 FCR rate, and send the rest to 3rd level support. If we can’t remote in and fix the problem we’ll send the ticket up to 3rd level support.

●We also handle the MDT calls (Mobile Detection Terminal) there a hand held computer that the meter readers carry around on the job. We initiate the Knowledge base article for resetting these units and get them back on the road.

RHT, Blue Ash, OH Sept / 2015 – Dec / 2015

Luxottica, Store Support Call Center

●We answer calls from Sun Glass Huts, Lens Crafters, Sears, Target, and all the LC stores.

●Support stores with Cioa and Ipad calls when their systems are down we do some troubleshooting, write up our findings and what we did to fix their problems in the Remedy ticketing system.

●Reset passwords for Associates in Ciao and Sundial.

●We are 1st level support, If we can’t fix their problems we transfer it to 2nd level support.

●Had a FCR of 50 %, our SLA’s were 10 min/call if we couldn’t help the customer in the 1st 10 min. then we moved them to 2nd level support.

CBTS, Norwood, OH May / 2015 – Sept / 2015

Service Center Operator, Mercy Health.

●Perform password resets for callers who have accounts throughout Ohio and Kentucky.

●Troubleshoot problems over the phone for various situations that occur throughout the day.

●Record tickets in the Service Now ticketing system.

●Use Active Directory to change Passwords for users after verifying their last 4 digits of SSN.

●Escalate all P2’s to the Escalators for servicing the problems.

●Escalate all P1’s to Management Services for problem resolutions.

Center Grid, Hamilton, OH Jan / 2014 – April / 2015

AIMs Help Desk/NOC I agent.

●Perform system checks and walkthroughs every 4 hours. If we see anything out of the ordinary we call the OCT (On Call Tech) for guidance on escalation.

●We did various duties pertaining to paperwork that has to do with the position and other personnel accounting.

●We monitored the network for oddities in systems shutting down or blips in the intranet that could be a problem for users on their system. (Connectivity, Not able to login, and/or Blips in system response.

●Created system user accounts and deleted the accounts when they left. Built Dell Laptops for users when needed for take home users so they could connect from home.

●Answered phone calls from users and created tickets, solved problems, and escalated the ticket to the proper analyst.

Aramark Correctional Services, Butler County Jail, Hamilton, OH Aug / 2012 – Dec / 2013

Food Service Supervisor

●Supervising all aspects of Kitchen duties (cooking, serving, delivering, and cleaning).

●Responsible for 12 -20 inmates on a giving day, supervising them and getting them to their stations and getting them to work in there designated areas.

●Responsible for filling out daily paperwork for each shift for turnover purposes.

●Filling out paper work for Maintenance on cooking and cleaning apparatuses that went down during the shift.

●Reporting inmates to proper authorities for offenses such as stealing, fighting and disrespecting the supervisors.

Ascendum LLC, Blue Ash, OH Aug / 2011 – June / 2013

Testing Software For Businesses

●2 years I had 5 companies I tested for. Anywhere from 4 weeks to 3 months I performed tests: manual testing pre testing, actual test cases creating, running, and evaluation of the tests, and Writing up results of the testing to present in meetings with management of all departments involved.

●CINCOM, and Toyota are a couple of the companies I worked for as a Manual tester for Ascendum LLC

SIEMENS IT SOLUTIONS, Mason, OH April / 2010 – May / 2012

Escalation Help Desk Agent II

●Help Desk Agent duties include Answering customer calls and utilizing my people skills, Monitoring queues for P1/P2 escalations, Escalating P3-P5 tickets through e-mails, and IVR placement on the various systems.

●Receive calls from AutoDesk agents to Xerox agents, and then we have to go to Clarify to figure out who (according to the process page) we need to contact for escalation. If it is a queue escalation we look up the queue owner and if there is no queue then we escalate to the owner unless otherwise told by the process page.

●We login too many other systems through a multitude of logins. We login to Citrix when accessing Nike, Hewitt, and Harrahs, we login to a terminal server for BASF, and we login to multiple systems on the Siemens network like Gividan, MFS, and Morgan Stanley.

●Keeping up to date reports are another part of our position at Siemens IT Solutions; we keep the daily IVR log, our daily tickets for the month, and keep records our shift change reports.

INTERSTATE WAREHOUSE INC. Fort Wayne, IN October / 2008 – August / 2009

Building Maintenance / Production Forklift Driver

●Drove a forklift in Production for the 1st 4 Months

●Moved to maintenance after the 1st of the year.

●Duties include Battery room maintenance, Building maintenance, and Fire Watcher.

●Driving floor scrubber, painting curbs and protection polls.

●Welding, Bolt Loosening and tightening, and General Maintenance duties.

FAIRFIELD HS,

FAIRFIED LOCAL SCHOOLS, Fairfield, OH Aug / 2000 – July / 2008

Computer Teacher

●Taught a Foundations Class, Junior / Senior 2 year Tech Prep Program.

●Instructed students on the Microsoft Office products (included Word, Excel, Power Point, and Access), BASIC Programming Language, Basic Programming skills, Basic HTML, Scripting, Cold fusion, JAVA Programming Language, and Visual Basic Programming Language.

●Taught students about PC Hardware, by reading, dismantling, building up, and part identifications, preparing them for the Ohio Career-Testing Competency Assessment tests and tro take the A+, INET+, and Mouse certifications.

●Assigned students to complete Senior Capstone projects and periodic projects throughout the year.

●Advisor for Business Professionals of America, a Career Technical Student Organization (CTSO) that promotes Business, Competitions, and Organization skills. (I‘ve had 12 state qualifiers and 7 national qualifiers)

●Taught students the IT-Works Ohio curriculum for the PSD strand.

MIAMI UNIVERSITY BOOKSTORE, Oxford, Ohio August / 2000 - September / 2002

Computer Sales and Book Sales

Sold Laptop computers to incoming freshman and Desktops to faculty, also sold accessories for the computers.

●Prepared sale documents and receipts for the computers.

●Assisted customers decide on computer sizes, memory, and hard drive space.

●Assisted students find books for their classes. Stocked the books on the shelves for

the upcoming semester.

●Cashed out sales of books and merchandize.

PSD PROGRAM AT COLERAIN CAREER CENTER,

NORTHWEST LOCAL SCHOOLS, Colerain, OH October / 1999 – July / 2000

Computer Teacher

●Taught a Foundations Class, Junior / Senior 2 year Tech Prep Program.

●Instructed students on the Microsoft Office products (included Word, Excel, Power Point, and Access), BASIC Programming Language, Basic Programming skills, Basic HTML, Scripting, Cold fusion, JAVA Programming Language, and Visual Basic Programming Language.

●Taught students about PC Hardware, by reading, dismantling, building up, and part identifications, preparing them for the Ohio Career-Testing Competency Assessment tests and to take the A+, INET+, and Mouse certifications.

●Assigned students to complete Senior Capstone projects and periodic projects throughout the year.

●Advisor for Business Professionals of America, a Career Technical Student Organization (CTSO) that promotes Business, Competitions, and Organization skills. (I‘ve had 12 state qualifiers and 7 national qualifiers)

●Taught students the IT-Works Ohio curriculum for the PSD strand.

PRINCETON CITY SCHOOLS, Cincinnati, OH June / 1997 – October / 1999

EMIS Director

●Managed all EMIS reporting for Princeton Schools.

●Conducted quarterly meetings with school personnel to update them over the new procedures and data the state requires.

●Conducted Reporting time audits of data to make sure all was accurate and in the correct format for the EMIS system to accept in Columbus.

●I attended many state meeting on EMIS both local and state updating my yearly knowledge of EMIS reporting and what is new or no longer necessary to report.

●Directed a team to migrate off of the POISE system to a PC based student management system. I attended classes in Columbus to get trained.

●Trained key personnel on how to use the new system in summer sessions. Print verification reports for management and present the findings to the Assistant Superintendent in charge of student services.

H/CCA, Mt. Healthy, OH March / 1992 – June 1997

Assistant Systems Manager, Student Services – A-Site.

●Directed all aspects of Student Services in respect to the POISE student systems.

●Backups (Daily, Monthly, Incremental, and Yearly), System upgrades, Communications, trouble shooting, and user support.

●Managed the Financial side of things from February/1995 – July/1995; while they hired the new Assistant Systems Manager, Financial Services.

●Supported programs other than POISE, including installing the library software at seven districts, Ohio Career Information Software (OCIS), Ohio Library Network, and several dial up systems to access our mainframe.

●Supervised EMIS reporting for twenty seven districts in Hamilton County and Clermont County, Converting records districts to the file format that the state required for transferring data, and managed state reporting programs for all the POISE districts. I attended state meetings every 2 or 3 months in Columbus, OH and reported back and trained the school districts EMIS Coordinators on any or all changes in state of Ohio reporting.

●Supported customers as needed between reporting periods, and perform updates to the operating system, Software, and mainframe system.

NAVISTAR INTERNATIONAL, Springfield, OH January / 1991 – February / 1992

Lead Computer Operator – Truck Plant

●Responsible for Call center of Ohio, Indiana, and Illinois plant systems operations and maintenance.

●Managed backups to systems in the data center (AS400, 2 WANGS, 1 Lennox system, and 2 VAX systems), Printer Services out on the floor, and Maintained units on the truck line (vacuuming, replacing, and updating software).

●Assembly line Maintenance installing data lines on the assembly line, wired up wall jacks and data jacks for a temporary facility for training all employees at plant on software needed for their positions.

GENERAL ELECTRIC, Evendale, OH October / 1985 – November / 1990

Computer Operator Data Center – Aircraft Assembly Plant, 800 building

●Originally hired for the Main Data Center, Managed an automated stacker system, I was assigned to printer repair for IBM 3600 printers, Directed report delivery to 50 locations in the plant and held 2 top secret security clearances while at the Evendale plant prior to the layoffs in 1990.

●Directed responsibilities were printing and delivering reports, printing paychecks for Evendale, OH, Schenectady NY, and Lynn MA. Printing forms for special runs on the floor, 40-100 reel back ups, and separating and stripping multi page reports. Creating the metal grinders programs to the metal tape that runs the machines on the floor. We ran the micro fiche machine and developed them on site.

●Lead Operator of the automated stacker; Directed daily operation of the storage stacker Computer.

UNIVERSITY OF CINCINNATI HOSPITAL, Cincinnati, OH October / 1983 – October / 1985

3rd Shift Computer Operator

●Maintained backups and printing for the University Hospital Laboratories over night runs.

●I printed all labels for the next day for the laboratories, color coded for deferent departments.

●Printed and delivered reports for management and laboratory personnel to view while running samples.

●Repaired laboratory printers in the ER, Neo Natal Unit, Hoxworth Blood Center and general labs.

EDUCATION

Wright State University, Fairborn, OH

●Teacher Certification Program, Vocational Education Track

Cincinnati Technical College. Cincinnati, OH

●Associate Degree - Computer Programming – Business.

University of Cincinnati, Cincinnati, OH

●Engineering Major / Computer Programming.

STATE COMMITTEES SERVED:

●State of Ohio Data Committee 1993 - 1996

●State of Ohio Submission Committee 1993 - 1997

●Cincinnati, Dayton, and Springfield: Regional Submission Committee 1992 - 1997

●Cincinnati, Dayton, and Springfield: Regional Transmittal Committee 1992 - 1997

●Columbus, State of Ohio Transmittal Committee 1993 – 1997

●State EMIS Committee 1992 – 1997

●President of Local EMIS Committee 1993 – 1996

ASCENDUM’S TESTING BOOT CAMP CURRICULUM

●Software Development Life Cycle

●Basic Programming

●Quality Characteristics

●Testing Considerations

●Risk Analysis, Risk Assessment, Risk-Based Testing

●Defect Reporting and Management

●Quality Metrics

●Writing Good Test Cases

●Test Specification Techniques

oSemantic Testing

oSyntactic Testing

oElementary Comparison Testing

oProgram Interface Testing (Methods)

oDecision Table Testing

oData Cycle Testing

oPersistence Testing (Methods)

oSecurity Testing (Methods)

oRegression Testing (Methods)

oDisaster Recovery Testing (Methods)

oAd-Hoc Testing

●Test Data and Data Mapping (Methods)

●Test Estimation

Contact for further information:

Tim Coulson

Cell: 513-***-****

Office: 513-***-****

Email: adrxxz@r.postjobfree.com

Contact this candidate