Junior Engineer

• Jul 2020 - Present

Help Desk Lead

• Jul 2019 - Jul 2020

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Respond to queries either in person or over the phone.Write training manuals.Train computer users.Maintain daily performance of computer systems.Respond to email messages for customers seeking help.Ask questions to determine nature of problem.Walk customer through problem-solving process.Install, modify, and repair computer hardware and software.Clean up computers.Run diagnostic programs to resolve problems.Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.Install computer peripherals for users.Follow up with customers to ensure issue has been resolved.Gain feedback from customers about computer usage.Run reports to determine malfunctions that continue to occur. Show less

Help Desk Administrator

• Sep 2017 - Sep 2019

Help Desk Analyst

• Sep 2015 - Sep 2017

Intern

• Jul 2015 - Sep 2015

Performance Tester Lead

• Jul 2013 - Dec 2013

 Worked with Product/Project Managers, Business Analyst, developers, Subject Matter Experts, end users and others to develop test plans, tests cases, test scenarios, test results in MS Excel  Documented pre-condition, post-conditions, entry-exit criteria for each test after careful understanding of the business process involved and after each phase of performance test (Load/Scalability/Stress).  Developed and Managed Test Cases using requirement specifications, Functional Requirements, Screen Mockup, data flow diagrams, and other accepted design documents that translate user requirements into software specifications  Performed Test Execution and logged defects with defect elements and screen shots.  Communicated with both onsite and offshore team to resolve issues.  Lead offshore team on test execution and with developing test cases/test scripts.  Created and maintained test data needed for analysis and testing by creating Test Data Scripts.  Developed and implemented load and stress tests with HP LoadRunner, and presented performance statistics to application teams, and provide recommendations for improvements.  Used HP LoadRunner to develop Vuser scripts using VuGen for various scenarios according to test specifications/ requirements and analyze the results, performance monitor and graphs Show less