Qa Analyst Support Specialist
Resume:
YAZAN KHALED ALAYASEH
*********@*******.***
PROFESSIONAL SUMMARY:
Excels at computerized point of sale, managing vendor relationships, and ensuring highest level of quality.
Applies technical know-how and professional knowledge to fulfil job requirements and remain current to ever-changing technical environment.
Deliver support for all restaurant technology deployments including Image activation (IA), store refreshes.
Handled customer technical support through phone and email submission.
Troubleshooting Aloha POS and Credit-Card system.
Support, configure and troubleshoot office printers.
Setup and support Windows 7, 10 desktop/laptop computers.
Experience ServiceNow and Cherwell ticketing systems.
Support the P2PE Payments project, the 970 Ground up image HDD replacement project, the i50 project, and the vHHPOS.
Developed technical skills and became an expert on Canadian configuration including pin-pads.
Excellent problem-solver, dedicated, ambitious and culturally conscious.
TECHNICAL SKILLS:
Desktop Hardware/Software
Advance Troubleshooting
Network Infrastructure
WiFi Router Configuration
Printer Setup/Troubleshooting
DHCP/IP Configuration
Windows OS
Mac OS
MS Office
Motherboard
Laptop Hardware/Software
PC Support
Server Configuration
Microsoft 7/XP/10
Documentation
Linux
Switches
Delphi
ALOHA
NCR POS Support
Excel
Cherwell/ServiceNow ticketing
EDUCATION:
Bachelor of Science Information Technology, Franklin University, Columbus, OH, 2022.
CERTIFICATION:
IT Training, Columbus, OH:
CompTIA A+ Certified
AWS Cloud Essentials
Software engineering Bootcamp: 6 Months of intensive software engineering training sponsored by nationwide.
Currently enrolled in Yellow Tail Tech Bootcamp AWS cloud Engineering
Linux and Cloud engineering program.
WORK EXPERIENCE:
Huntington Bank via Smart source, Columbus, OH April 2022 - January 2023
End User Support Technician/ QA Technician
Upgraded pc hardware and software including hard drive.
Break fix laptops, desktops, and printers.
Detached and relocated computer and hardware.
Encrypt and decrypt hard drives.
Wiped data from hard drive.
Reimaged computers
Managed assets for onboarding and off boarding to end users.
Managed hardware and software inventories.
Test and verify quality of sauces made in house and those purchased from suppliers.
I used ExcelSheet to update hardware and software for users.
Utilized VLOOKUP to lookup information about user hardware information.
AEP (American Electric Power), Columbus, OH August 2021 - April 2022
Data-Center Operation and Production Management
Remediation of physical layer outages, both Systems & Network
Participate in and deliver on several high impact small to mid-scale projects.
Troubleshoot network issues and outages.
Server break fix
Physical replacement of server and network device parts
Started and stopped systems tasks, monitored system consoles for unusual conditions, and works with the system programming and production control staff to ensure the health and normal operation of the systems.
TCP/IP implementation
Mainframe job control language program execution
Chipotle Mexican Grill, Columbus, OH (Remote/Part time) August 2021 - January, 2022
Tier 2 IT Restaurant/ Senior QA Analyst
Receive and work on internal and external escalation for advanced troubleshooting and follow through to resolution; escalate unresolved issues to the appropriate teams in a timely manner. Follow up on service now incidents and provided support daily.
Work on projects independently and/or directly with other teams, as needed.
Deliver support for all restaurant technology deployments including Image activation (IA), store refreshes.
Supported new stores opening.
Evaluate and prioritize incoming requests/escalations; handle requests/escalations in a positive, fast-friendly, and professional manner.
Handled escalated issues.
Maintained system functionality by testing computer components.
Handled customer technical support through phone and email submission.
Troubleshooting Aloha POS and credit card system
Morgan Stanley, Columbus, OH December 2020 - March 2021
IT Technical Support Specialist Level 3
Delivered excellent customer service; Place internal customer satisfaction as top priority and project a professional image through appearance and conduct. Meet or exceed documented service metrics to date.
Configured, troubleshoot and setup Avaya phones.
Support, configure and troubleshoot office printers.
Setup and support Windows 7,10 desktop/laptop computers
Several years of advance network, windows troubleshooting experience.
Configured, troubleshoot and setup mobile devices, IOS and Android (MobileIron)
Work on projects independently and/or directly with other teams, as needed.
Experience service now ticketing systems.
Support, install, and troubleshoot stock market applications (3D, Thomson one)
Created a profile and setup a virtual computer for new employees.
Setup and maintained and troubleshoot Microsoft windows and Apple Mac OS computers.
Documenting, tracking, and monitoring the problems to ensure a timely resolution.
Configured network connectivity, including mobile computing.
Proficient with working knowledge of computers, mobile devices, and laptops.
WENDY’s Corporate, Dublin, OH April 2016 – December 2020
Team Lead, IT Analyst
Delivered excellent customer service; Place internal/external customer satisfaction as top priority and project a professional image through appearance and conduct. Partner with Wendy’s customers and workgroups to improve support, share knowledge and collaborate. Meet or exceed documented service metrics every year to date.
Configured 300 countertop kiosks in the lab.
Configured IOCDS.
Configured and troubleshoot Delphi OCDS
Provide consistent feedback to our internal partners (Implementation, WRTSC (Help desk), Project Managers) and vendor partners (DUMAC, Bailiwick, QST, Level 10, NCR).
Support various QA projects as needed.
Experience with Cherwell ticketing system.
Advance network, windows troubleshooting.
Configuration and Troubleshooting Aloha POS system.
Configuration and troubleshooting Kiosks.
Configuration and troubleshooting Aloha Kitchens.
Helped the kiosks team in setting up, configuring, and troubleshooting kiosks in the lab.
Performed daily housekeeping tasks driving efficient laboratory operations.
Evaluate and prioritize incoming requests/escalations; handle requests/escalations in a positive, fast, friendly and professional manner.
Contribute to knowledgebase article the process and configuration of the Canadian pin-pads.
Receive and work on internal and external escalation for advanced troubleshooting and follow through to resolution; escalate unresolved issues to the appropriate teams in a timely manner. Follow up on Cherwell incidents and provided floor support daily.
Work on projects independently and/or directly with other teams, as needed.
Mentor agents in adapting to change, proper issue resolution and incoming call handling to accurately balance speed and quality.
Deliver support for all restaurant technology deployments including Image activation (IA), store refreshes.
Support the P2PE Payments project, the 970 Ground up image hdd replacement project, the i50 project, and the vHHPOS.
Developed technical skills and became an expert on Canadian configuration including pin-pads.
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