Software Developer

• Aug 2020 - Present

Test Analyst

• Feb 2014 - Aug 2020

Production Test Lead

• Aug 2015 - Jul 2020

Application Support Analyst

• Feb 2014 - Aug 2015

• Provide expert-level leadership to diagnose the root cause of incidents, and to determine the resolution of those problems.• Responsible for ensuring that problem resolution is implemented through the appropriate control procedures, especially Change Management and Release Management.• Categorizes problems, assigns prioritization including total impact of the problem.• Coordinates meetings to resolve problems.• Develop and maintain problem and error control systems• Review the efficiency and effectiveness of proactive Problem Management activities• Produces Problem Management reports and management information.• Manage a 5 Analyst, Level 3 Incident response team.• Document software defects, monitor corrective actions, and track successes.• Execute scripts, test plans and scenarios and update test defect database.• Identify, analyze, and document problems with program function, online screen, output, and content. • Review software documentation to test ensuring technical accuracy, compliance, and completeness.• User Acceptance Testing (UAT) and Regression Testing. Show less

Information Technology Specialist

• Jul 2012 - May 2013

*Day to day help desk adminstistration for 200 customers, (over 100 Administrative Law Judges). *Citrix, Microsoft AD and Exchange Adminstration. *Microsoft Office 2010 application development. *Ciustom training develpment and deliver, in-person and via WebEx. *Day to day help desk adminstistration for 200 customers, (over 100 Administrative Law Judges). *Citrix, Microsoft AD and Exchange Adminstration. *Microsoft Office 2010 application development. *Ciustom training develpment and deliver, in-person and via WebEx.

Help Desk Team Lead

• Aug 2005 - Jun 2012

*Team leader for help desk staff including preparation of schedules, coordination of personnel, and training. *Project Manager for Help Desk Audit and lead in 2 major ghosting projects. *Direct desk side support for Office of the State Actuary and the Legislative Information Center. *Hands on technical support from the wiring closet to the maintenance and repair of telecom and computer equipment. *Provide excellent service desk support to over 1300 customers *Team leader for help desk staff including preparation of schedules, coordination of personnel, and training. *Project Manager for Help Desk Audit and lead in 2 major ghosting projects. *Direct desk side support for Office of the State Actuary and the Legislative Information Center. *Hands on technical support from the wiring closet to the maintenance and repair of telecom and computer equipment. *Provide excellent service desk support to over 1300 customers

Technical Support Analyst

• Nov 2004 - May 2005

*Provided world-class technical support to over 500 different dental offices throughout the US. *Developed standards for the “soft skills” portion of support. *Developed support’s first coherent set of metrics and tracked trends over time. *Played lead role in working with clients to install and configure critical updates. *Provided world-class technical support to over 500 different dental offices throughout the US. *Developed standards for the “soft skills” portion of support. *Developed support’s first coherent set of metrics and tracked trends over time. *Played lead role in working with clients to install and configure critical updates.

Consultant

• Sep 2000 - Oct 2004

*Developed processes that overcame mission-critical 30% reduction in resources with zero disruption in services. *Increased resources of startup group 4-fold in 6 months. Member of numerous executive committees. *Coordinated 6 full-time missionaries. Developed motivation techniques that strengthened participation of 130-member group. *Mentored Odyssey of the Mind team. Led scouting unit to receive Quality Service Unit Award. *Developed processes that overcame mission-critical 30% reduction in resources with zero disruption in services. *Increased resources of startup group 4-fold in 6 months. Member of numerous executive committees. *Coordinated 6 full-time missionaries. Developed motivation techniques that strengthened participation of 130-member group. *Mentored Odyssey of the Mind team. Led scouting unit to receive Quality Service Unit Award.

Administrator Online Learning Center

• Jan 1999 - Aug 2000

*Managed online computer learning lab. Provided user hardware/software support in mixed Mac/Windows environment. *Assessed technology and Internet expertise of core faculty group. Devised customized learning formats for faculty and students. *Created Web page templates for staff and faculty and played key role in phase-in of Internet learning program. *Managed online computer learning lab. Provided user hardware/software support in mixed Mac/Windows environment. *Assessed technology and Internet expertise of core faculty group. Devised customized learning formats for faculty and students. *Created Web page templates for staff and faculty and played key role in phase-in of Internet learning program.

Trust Accounting Sales Tracking Technician

• Sep 1993 - Sep 1998

*Promoted to direct data tracking for banking institution with 23K customers. Improved processing/reporting and cut costs. *Merged payroll process from 12 lines of business into 1 operation, saving $20K annually. *Drove 75% improvement in service and productivity; meeting critical rollout deadline; process was adopted companywide. *Promoted to direct data tracking for banking institution with 23K customers. Improved processing/reporting and cut costs. *Merged payroll process from 12 lines of business into 1 operation, saving $20K annually. *Drove 75% improvement in service and productivity; meeting critical rollout deadline; process was adopted companywide.

Senior Assistant Manager

• Sep 1992 - Sep 1993

*Recruited to bring leadership and motivation to underperforming discount parts supplier. Managed training and scheduling of 6 staff. *Turned disgruntled customer base into "raving fans" within 9 months; revamped product mix, improved merchandising and service. *Led initiative that immediately resolved $50K inventory crisis and ensured branch profitability. *Recruited to bring leadership and motivation to underperforming discount parts supplier. Managed training and scheduling of 6 staff. *Turned disgruntled customer base into "raving fans" within 9 months; revamped product mix, improved merchandising and service. *Led initiative that immediately resolved $50K inventory crisis and ensured branch profitability.

Assistant Signals Intelligence Voice Interceptor Trainer

• Nov 1986 - Aug 1990

*Completed 17-month Spanish language school in 13 months. Secured Top Secret (SCI) Security Clearance. *Responsible for translation of sensitive documents and briefing of U.S. Senators and generals. Ensured classified materials compliance. *Established scope, process and presentation for computer-based foreign-language training program. *Managed 15 intelligence personnel and developed/deployed training scenarios for multi-service group. *Completed 17-month Spanish language school in 13 months. Secured Top Secret (SCI) Security Clearance. *Responsible for translation of sensitive documents and briefing of U.S. Senators and generals. Ensured classified materials compliance. *Established scope, process and presentation for computer-based foreign-language training program. *Managed 15 intelligence personnel and developed/deployed training scenarios for multi-service group.