| Candidate Information | | Title | Quality Assurance Customer Service | | Target Location | US-TX-Balch Springs |
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Click here or scroll down to respond to this candidateSummaryReliable-detail-oriented individual and driven professional with 10 + years of success with a broad range of corporate IT initiatives while participating in the planning, analyzing, and implementing solutions in IT support and Quality Assurance on business applications. Solid understanding of standard customer service skills and ability to multi-task, strong problem-solving ability and meet project timelines. IT Analyst will be part of the Compensation Services, ITIL Process, UAT (User Acceptance Testing) team to support project deliverables in the related financial business projects. Familiar with the Software Development Lifecycles (SDLC) process.EDUCATIONDallas Community CollegeoApplied Science Associate DegreeCERTIFICATEoMicrosoft Certified ProfessionaloInformation Security by FujitsuoComputer Information Server OperatoroCompTIA Security +oMicrosoft Azure CertificateoAWS Trainingtechnical skillsOperating Systems: Unix/Linux, Window Servers 2012/2016/2019/2022Windows 11/10, Remote Desktop, Active Directory, WSUS, and DHCP.Software: Microsoft Offices 2016/2019 Office 365, MS Outlook Express, SQLServer 2008/2012, and the Exchange Server.Tools: Share Point, HP Quality Center 10/11,Windows TFS, CRM, System Center Configuration Manager (SCCM), MYSQL, ServiceNow Ticketing System, BMC Remedy Ticketing System, Remote Desktop, and Citrix.Work ExperienceMartin Mitchell, New York, NY 09/2022 to 08/2023CITI GroupTechnical Delivery Coordinator/Project Manager LeadContractorScheduling meetings, document meeting minutesResearch and coordinate with Business users and team members.Tracked Service Now, Change Requests, Tasks, and Requests for decommissioned server at data centerWork with other project teams within a complex and highly visible projectsJira usage for ticket tracking for decommissioned equipmentData center migrationsFamiliar with ConfluenceManage and monitor VMware 6.5 services and message center for and incident, upcoming updates, and releasesWork closely with the VMware 6.5 architect and other team members to provision Office365 applications, security configurations, and business functions identified in the projectVMware exp and cloud data center migrationAttending change approval board meetingsClose HCX/NCX tunnelsCoordinate with other teams and regions.Utilized the CMDB database and search of physical server or virtual hostsRequest Catalog Task acceptance and group approvals from managers.Decommissioned servers running on Microsoft Windows and Linux based operating systemsCommunicated with Level 2 and 3 engineers for the VMware MigrationMahantech Corp. Charlotte, WV 10/2021 to 05/2022North Carolina State DMVTechnical Specialist Expert/Project CoordinatorContractor (Remote Worker)Provide project support to the system deployment team, with respect to the integration, installation, and EMV configuration, and encryption technology for our iNovah Enterprise Revenue Management credit card solution.Completed the onboarding process for new location, contracting signing, validated the licenses with the owner.Assist the deployment team by creating integration, installation, and configuration to support the project.Provide technical expertise with respect to EMV encryption capability and assist the integration of current line of business applications for next-generation credit card solutionCollaborate and coordinate the IT services needed with the various teams (Security, Network, Infrastructure, Operations, and any other teams) to ensure successful delivery of the project.Receive, log, and fully document the support plans for the support team, the various help desk, other service delivery staff, and users.Coordinate IT PCI compliance efforts with internal and external auditors for North Carolina State DITKnowledge of Service Now, workflows in various ITSM modules (Incident, Change, Problem, Service CatalogueWill investigate problems and other requests for the project team to support the deployment team and determine appropriate actions to be taken to solve these problems.Escalate 3rd party software and hardware issues to vendors; ensuring proper attention is given to the issue depending on severity and impact on to project scheduleProvide communication on updates and issues to the users, the management team, and the development teams.Communicate technical information to a variety of internal and external stakeholders both verbally and in writing.Prepare test and production environments for all new releases to include assisting with documenting the AADs and firewalls to be used to create the changes in OTRS.Assist with quality assurance test efforts where appropriate and applicable.Assist with the creation of help guides and training manualsDaily usage of ServiceNow ticketing System by monitoring the group queueCreate change requests based on configuration updates and software version upgradesPart of the Enterprise Management System team that supports virtual serversIncident monitoring of our assignment by the IPCS Support teamCreated Change Requests for version change and configuration updates on serversCreate reports for all tasks created monthly for our upper-level management teamSupported POS terminals running on a third-party softwareBack-end troubleshooting and viewing the log file that shows must errorsMako Professional Pasanda, CA 05/2021 09/2021Entrust Bank (Contractor)EMV Systems Integration/Project CoordinatorComplete day-to-day FII-EMV customer integration projects, working closely with the Project manager, Developer, and Installer.Assist project managers with refining technical requirements and assist with technical deep-dive discussions with customers when necessary.Validated the debt and the credit transaction using VISA, MasterCard, Amex, and DiscoverGit/GitHub version controlConduct configuration and integration of clients custom solutions including integrations with 3rd party products.Handhold, educate, provide knowledge transfer, and generally ensure customers can become self-sufficient in the use of their customs solutions.Aid Customer Support in resolving customers technical issues, both during installation and post-deployment.Financial sector and/or card personalization industry experience including EMV.Research for new solutions to fix frequently issuesEMV upgrades and lifecycle management solutions for bank and credit union customersProvide project support to the system deployment team, in respect to the integration, installation, and configuration of EMV and encryption technology for working solutionUtilized the Jira ticketing system track Integration processUsed the VMware vSphere client version 7.0.2.00200 virtual machine for data preparationPersonalized credit cards for Debit and Credit card types of VISA and MasterCard.Prepared test data and uploaded customer working solution on the card wizard design applicationCreated Test Plans, test cases, and test scenarios for printing a test cardKnowledgeable on utilization of GIT Tool to pull, push and commit any updates.Configure an application package for the Install team.Used SQL Server database structure for EMV platformATOS IT Solution and Services Irving, TX 07/2018 11/ 2020Cloud Engineer I / Project CoordinatorCreate manage, resolve, and close tickets for IT service support using the ServiceNow Ticket Management SystemMigrated from a Poland location to a US based datacenter running on VM systemPerform IT support including issue triage, technical troubleshooting, workarounds, and resolution delivery and escalation as needed for end-user issues in a VMWare virtual environment.Created tickets with the VM team on virtual servers/workstation error caused by an environmentMigrated from a physical server to a virtual server running on the most current version of the operating system.Managed the VDI Infrastructure which housed the Active Directory, user accounts, and databases.Troubled issues with the Datacenter server that housed the virtual servers and workstationsConfigurated and then validated the CMDB serverCoordinate and manage relationships with vendors and support staff that provide hardware / Software/network problems. Monitor Cloud queue levels and report daily performance metrics as requiredExperience in AD Business Continuity and Disaster Recovery Planning on Cloud Infrastructure.Learn and follow instructions, use standard operating procedures as provided by managementEnsure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all teamsSupport other team members in troubleshooting and resolution of problemsStrong business understanding and focus.Utilized Office 365 SharePoint by creating documents, folders, and procedures for the Cloud team.Manage the Service Now Cloud team incidents and provide weekly status updates of all un-resolved incidentsSupport Networking/Storage/VM Engineer Team when alerts were generated from a network outage or conditionProvided Azure training on the overall course outline and received a certificate of completionKnowledge of workflows in various ITSM modules (Incident, Change, Problem, Service Catalogue, IT Asset Management, CMDB)Work within the ServiceNow queue to assign and close out any Data related tickets in a timely manner, in line with our SLAs and KPIsInternal Data Resources, Inc Dallas, TX 06/2017 10/2017Fleetpride (Consultant)Service Desk AnalystBasic active directory tasks such as account creation/deletion, password reset, unlocking user accounts, and computer object administration.Exceptional communication and customer service skillsSupport global HR shared services of Workday implementation with troubleshooting and resolving issuesEstablish and maintain relationships with depository and disbursement Bank of America remote deposit.Workday experience with troubleshooting and configuring the end-user profileLead on the Cash-Pro Scanning projectInstall digital check software on the windows-based computer.Work with treasury/accounting on processes and procedures for the Check Deposit ScannerProvide Level 1 support on company systems and rollouts.Trouble-shoot HP desktop on Window 7/10 computerCreated tickets on the Salesforce-Remedy ticketing systemProficient with VPM troubleshooting.Knowledgeable with DameWare remote support toolFamiliarity with Google G-Suite and Chrome books.Working with RSA 2 factor a plus, or any brand of 2 factor/multi-factor accessValidated and confirmed the Exchange Server had email addresses configured for each store after completion of the upgrade.Part of the Workday Migration project as part of the HR system upgrade.Solai & Cameron Technologies Dallas, TX 08/2016 - 3/2017Fujitsu (Contractor)Service Desk OperationService Desk technical support within the TJX Command CenterFamiliar with networking, such as Switches, Firewalls, IP Addresses, and Ping.Deployment of software onto Debit Pin pads for EMV chip.Familiar with Citrix and multi-factor processes.Test and validate the pre-Paid credit/debit card activation.VHQ is designed to support multiple VeriFone payment devicesDocument open and resolve incidents in ServiceNow Ticking SystemService Desk Support for over 2800 retail stores for the PCI compliance projectConnect to the Xerox printer via the web interface by the IP addressService Now ticketing system usage creates, modifies, and resolves incidentsExperience with software packaging, software deployment, systems, and applicationsInstall printers and conduct swap-outsDeployed software package using SCCM product onto production workstationsThe Exchange, Dallas, TX 10/2016 - 1/2017Customer Contact Assistant Temporary Part-timeResponds to customer inquiries in the customer contact centerResearch and provides immediate response to inquiries related to credit program accounts or online shopping websites.Must have excellent customer service skillsStaffmark Dallas, TX 03/2015 - 02/2016Corner Bakery Caf (Contractor)IT Support SpecialistExceptional problem solving, critical thinking and analytical skills to trouble-shootAccustomed to working on various problems simultaneously and ensuring the integrity of each project timelineProvide best effort support for all applicationsFamiliar with remote access tools such as VPNProduction support on a Restaurant System for inventory, payroll, vendor setup, and e-Smart clock configuration, and food catalogCall, incident, and service managementSetup email addresses on the Exchange Server during the Office 365 installation processDetermination cause of service interruptions including hardware failures for network PC desktop, printer and other peripheral.Perform phone support on software configuration and installationEscalate, track, and follow up with the vendor on faults resolution in accordance with Outsource Client procedures.Perform desktop support using remote control tool. Ensure meeting the services SLA in accordance with the outsource guidelines.Troubleshoot issues with configuration for firewall /Router/TelecommunicationCreated and deleted user accounts for end-users.Assist with PC image for computer hard drives.Work directly with customers/business users to resolve issues within our defined-on payroll issues.Utilized SQL database and familiar with view log files.Support Office 365 install and configure email accounts on windows 10.Familiarity with integrated Payroll solutions (ADP, PWC) is highly desirableManpower Mesquite, TX 11/2014 11/2014Walmart (Contractor)Call Center AgentUtilized Customer Care Application reviewing available customers information.Customer service support by setup registration for customer product description.Reviewed order confirmation, status, and updates.Familiar with the Avaya phone system login, logout, and auto-in status codes.Knowledge on the Remedy tracking system created, updated, and track customer identification.Progressive IT Dallas, TX 03/2014 - 04/2014Fujitsu (Contractor)Help Desk CoordinatorBackup documents on current computer to store serverIssue SCCM deployment to rebuild computer to Windows 7Upgrade the POS register to the Win XP operating systemShared Tools Putty to ping, remote connection, and utilitiesSetup printer configuration on register and computerPerform POS support using the Citrix ApplicationIForward Solutions, Addison, TX 05/2012 - 08/2012NEC Corporation (Contractor)QA AnalystTest payment processing at the Point-of-sale (POS) register and Pin PadScope of the project to upgrade pin pad device to standard RBA software.Test contactless credit card on wireless connectivityPerform daily Manual, Integration, and Regression testingKnowledgeable about testing EMV on the front-end and the backend.Validate EMV approval and declines on the credit serverVerify Acquire to accept EMV contact and contactless chip transactions on devicesAbility to document moderately complex technical issuesAbility to make decisionsAbility to read and analyze business, technical, and Functional requirements documentsAbility to transform business, technical, and functional requirements into test scripts.Ability to map data through system applications and validate for completenessFamiliar with payment processing, retail BO, POS, and loyalty rewardsEBT functionality and Loyalty rewardsAbility to think from a user perspective to create what-if scenarios (i.e., evaluate different scenarios to determine system behavior under unexpected situations)Gateway payment validation from the POS system, Windows Server, and then online validation of transaction from an online application.Validated loyalty rewards applied to customer purchasesPos testing for an Integrated Eligibility (SNAP, TANF) systems implementation projectComforce Corporation, Addison, TX 06/2011 - 02/2012Michael Corporation (Contractor)QA AnalystExperience with Software Development Life Cycle (SDLC) and QA practices.Experience in web-based application testing.Major participation in the Return Management project.Utilize defect tracker tools JIRA, Microsoft TFS, and Smart Test.Coordinate testing with store associates.Mobility application testing.IT Auditor to make sure Business Users and Project Managers meet guidelines.Worked with POS lab administrator setting up test store with latest software releases.Verified store configuration files on POS server.Good understanding of web technology, including an understanding of HTML/XML, and web servicesExperience in working on complex technology projects as a Quality Analyst is highly desirable.Functional testing on new software releases and configuration updatesOdyssey Information Services Plano, TX 03/2008 - 02/2011AAFES (Contractor)QA AnalystImplementation of strong access and control measures to restrict access to cardholder personal dataPCI test on credit cards, debit cards, and third-party financial gift cards on the POS system.UAT testing with Business Users, Project Managers, and QA AnalystESSO Rational Exceed non-compliant fuel project.Proficient at reviewing Business Requirement Specification to assure testability.Data migration from the old system to new backend configurations.Proficiency in Functional, Regression, Integration, Smoke, and user acceptance (UAT) testingFamiliar with Linux-based operating server.Test EMV standards for Europe, MasterCard, and VISA global standardRebuilt POS register on the new hardware configurationExperience testing a Point-of-Sale applicationExperience testing credit, debit, gift card processing, credit certification, sales & returns, promotional discount functionalitiesMajor Pricing project for the pricing method for markdowns and clearance items.Completed certification test for PCI compliance for American Express credit cardKnowledgeable of electronic payment processing systems, mobile payments, and loyalty systemsFunctional testing on new software releases and configuration updates |
