Customer Service Manager

*** ****. ********** **, ** *****

*********@*****.*** • 302-***-****

ZOHAIB AZHAR

EXPERIENCE

May 2011-September 2011 (Contract) Erie, PA

Erie Insurance Group

Systems Analyst

Worked with team members in development of Test Plan and Test Cases based on Business Requirements.

Analyzed requirements and critical areas of the application to set up and execute Baseline Tests.

Performed Manual Testing of the website to determine ease of usability of the website.

Generated and implemented templates for Test Plan, Test Cases, Test Scripts, Test Defect Log, Test Case Checklist etc.

Performed Positive and Negative Testing.

Analyzed the results of manual and automated tests.

Used Quality Center for defect tracking.

Designed and maintained Test Matrix and Traceability matrix.

Involved in Baseline, Functional, Stress and Usability Tests.

Participate in various meetings and discussed Enhancement and Modification Requests.

Held daily meetings with the developers to update test documents.

Provided regular feedback to developers on defects status.

December 2008 – June 2009 (Contract) Washington, D.C.

Ciber, Incorporated, World Bank

Lead Deployment Technician

Assigned and supervised deployments for the day

Used a custom software to create user backups/Restore

Installed and Reconfigured assigned systems for clients (desktops, mini towers, laptops-stands/docking stations)

Configured local and network printers/scanners

Provide technical support as a technical liaison to company employees and consultants by troubleshooting and repairing hardware and software issues

Design, implement, and manage inbound inventory system, to include proper placement of equipment, parts and paperwork for each department

Create processes as necessary to help improve scalability and efficiency of department

Follow up ensuring team members adhere to processes and procedures

Keep track of equipment inventory

Recognized five months in a row for achieving the highest number of deployments

EDUCATION

December 2005 - March 2008 Springfield, VA

ITT Technical Institute

Associate of Applied Science, Computer and Electronics Engineering Technology

January 2010 - Current Dover, DE

Wilmington University

Bachelor of Science, Computer and Network Security

SKILLS

Proficient in the following:

Operating Systems: Windows XP, Vista, 7, Linux

Software Knowledge: Microsoft Suite 2003-2007, Lotus Notes 6-8, Symantec Ghost, MS Visio, Visual Paradigm 7, Active Directory, Blackberry Desktop Manager, Winrunner, LoadRunner, Fitnesse, Mingle

Hardware Experience: Desktops, Laptops, Printers/Copiers, Surveillance Cameras, handheld devices

Other skills:

Over six years of Experience in customer service

Strong organizational, verbal and written skills

Ability to work as a supportive member of a team with a positive attitude

Troubleshoot, repair and disassemble and assemble computers and cell phones

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