Quality Assurance Software

CRYSTAL N MCCASTER

Itasca, IL

Phone: 630-***-****

E-Mail: ********@*****.***

EDUCATION:

Illinois Institute of Technology

Wheaton, IL

TECHNICAL SKILLS:

Active Directory

Apache

Browsers [IE/Gecko]

CSS

DHCP

Dreamweaver

Ghost (Imaging)

GroupWise

HTML 4/5

IPX/SPX

Javascript

Lotus Notes

Mac OS X

Microsoft Office

MySQL

Novell Netware

Outlook

TCP/IP

Ubuntu

UNIX

VMWare

VPN

Windows 98SE - 7

Windows Server 2008

Xampp

XML

WORK HISTORY:

American Academy of Pediatrics

July 2007 - Present

Title: Application Support Specialist

* Support AAP individual and institutional subscribers on complex technical issues including problems related to enterprise networks, Windows and/or Linux servers and Mac, Ubuntu or Windows workstations.

* Identify solutions to work around open issues/problems that are under investigation or pending resolution.

* Work directly with client technology staff and end users to deploy, install and configure AAP web, mobile and desktop software on Windows, Ubuntu and Mac computers.

* Perform company software research, testing, and recommendations.

* Perform quality assurance and user experience testing of new software releases.

* Train and introduce AAP staff on new and existing desktop, mobile and web applications.

* Support the development teams in deploying applications and solving problems.

* Support AAP mobile apps designed for iOS, RIM devices and Android devices.

* Perform regular maintenance (e.g. Windows patches) as well as application release implementation/coordination.

* Develop, maintain, design and manage the AAP Support Center KnowledgeBase located at http://kb.aap.org using intent management software along with HTML, CSS and Javascript.

* Track application bugs and fixes/workarounds.

* Provide internal and external instructional documentation for AAP mobile and web applications.

* Monitor trends in the use of mobile operating systems to better accommodate the members/customers.

* Determine technical needs of AAP members/customers as well as create prototypical solutions to third-party hosts, vendors and internal staff.

HSBC

June 2006 – July 2007

Title: Technical Consultant

* Assist in the analysis and evaluation of voice, data communications or UNIX server and communications hardware.

* Work independently or with other team members to install, configure, troubleshoot, repair and maintain PC, serverand printer hardware within the HSBC branch environment.

* Install and configure hardware/software.

* Diagnose failing hardware of printers, hubs and computers on a daily basis.

* Support various applications to include mainframe applications, Lotus Notes, iNotes and Citrix.

* Interface with contracted vendors and/or other support groups to resolve issues and maintained records of problems encountered, status and actions taken.

Allied Benefit Systems

July 2003 – August 2006

Title: Sr. Desktop Support Specialist

* Participate in desktop conversion from Windows 98 to Windows XP.

* Created Ghost images using Ghost 9.0.

* Setup Exchange mailboxes for new users and troubleshot mailboxes as needed.

* Support person for VPN (Checkpoint SecureClient) trouble tickets.

* Created and managed documentation for remote access.

* Replaced disk drives, fans, battery packs and other hardware components when needed.

* Participate in preventative maintenance of file, print, Exchange and AntiVirus server.

* Perform end-user support on a daily basis including desktops, laptops and handheld devices.

* Created new user accounts on Windows 2000 Active Directory server.

* Monitor server backups and file restores using Veritas NetBackup.

Contact this candidate