Experience

Diversified System Resources

• United States
• Software Development
• 1 - 100 Employee

• Quality Assurance Specialist

  • May 2014 - Present

  Responsible for handling incoming customer requests to deliver a needed functionality or apply a bug fix that can impact individuals inside and outside the company. This process consists of reviewing new requests to ensure that they are clear and concise which assists with establishing documentation, holding productive stakeholder discussions, generating reasonable work efforts, and gaining necessary approvals prior to development beginning. Once completed, the change must be tested to ensure data integrity and to make sure all portions of the request have been fulfilled or that any reported bugs have been sufficiently addressed.

• Tech Support Shift Supervisor

  • Jul 2013 - May 2014

  Responsible for supervision of the tech support department during day shift.

• Technical Support Team Lead

  • Oct 2008 - Jul 2013

  Responsible for leading a tech support team whom were assigned to many customer projects but were devoted to one in particular. This eventually evolved into a dedicated team of around 20 people responsible for one very large project.

• Provisioning Analyst

  • Aug 2006 - Oct 2008

  Responsible for handling customer requests for ordering internet services. This consists of communicating order/installation details, expectations, and maintaining all information within our customer facing tracking site. This also consists of coordinating with customers and service providers to ensure that approval is gained and information about installation appointments is communicated to all necessary parties.

• Technical Support Analyst

  • Aug 2004 - Aug 2006

  Responsible for providing technical support of internet services including network configuration, VPN software and hardware installation and setup for customers ranging from large offices to individual remote or work at home users.



Delta Industries

• 1 - 100 Employee

• Machine Operator

  • Jul 2000 - Aug 2004