Incisive Information Technology Specialist eager to contribute exceptional technical support expertise, programming skills, quality assurance background, and leadership skills toward supporting a dynamic organization in optimizing revenue growth and performance.

 

 

         Strong experience in software testing, preparing detailed instructions for enhancements and bugs, defect tracking and troubleshooting, and rapid issue resolution.

         Extremely versatile; easily adapt to new roles, responsibilities, technologies and environments.

         Adept at software installation and configuration, user training and support, team training, staff mentoring, and project management.  

         Conscientiously maintain unparalleled responsiveness to critical business needs, ensuring first-rate customer satisfaction through continuous communication and cooperation. 

         Outstanding capabilities in scrutinizing, diagnosing and rectifying complex technical errors, challenges, and issues.  

         Meticulous problem solver with a proven track record of executing innovative and strategic solutions to meet specific business goals while ensuring adherence to SDLC methodology.  

 

 

Deltek Systems, Inc., Herndon, VA, 2007 to 2009

Quality Assurance Analyst II / Applications Help Desk Analyst / Projects Coordinator

         Established Application Help Desks to support Costpoint®, Time & Expense™ and Enterprise Project Management (EPM) Suite, and served as major point-of-contact for all software development projects.

         Applied exemplary organizational strengths toward prioritizing problems, assessing and troubleshooting application functionality, developing and executing software test plans, and participating in scheduling target dates for deliverables.

         Validated software defects, analyzed and processed feature requests and customizations, and entered defects into centralized tracking systems.

         Proficiently planned, scheduled, tracked and communicated progress of all projects assigned to Help Desks, consistently monitoring and ensuring quality assurance and documenting entire process.

         Adeptly handled 60% of caseload or projects based on exhibiting highest level of productivity and ability to resolve complex technical issues.

         Played a pivotal role in driving continuous improvement efforts related to QA best practices.

         Conducted user acceptance testing for company s largest and most critical clients, successfully strengthening both pre- and post-upgrade support.

 

VCampus Corporation, Reston, VA, 2004 to 2007

Quality Assurance Analyst       (2007)

• Meticulously tested Learning Management Systems (LMS) software and courseware to achieve and maintain 100% quality assurance by promptly informing developers of defects.
• Supported sales department by coordinating project involving COTS products for government clients; assembled specialized Quality Control group and led design, coding and integration of web-based applications including online Testing application, e-Commerce functionality for LMS, and enhancements to Course Management System.

 

Continued

 

 

 

 

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Professional Experience (VCampus) continued

 

Manager, Technical Support      (2006 to 2007)

• Spearheaded technical support operations and directed department staff, consistently emphasizing efficiency and top-notch customer service.
• Exercised considerable leadership talents toward training, motivating, evaluating and leading team of eight technical support engineers to consistently surpass Service Level Agreements (SLA) criteria.
• Documented helpdesk polices and procedures and provided support and expertise to numerous Account or Program Managers and System Administrators administering mission-critical services to private and government clients.
• Resourcefully created and introduced helpdesk training program to expedite transition from trainee to active contributor.

 

Technical Support Lead           (2005 to 2006)

Technical Support Engineer    (2004 to 2005)

         Quickly advanced to leadership role based on proven technical acumen and leadership proficiency.

         Performed and supervised full-scope technical support operations inclusive of diagnosing reported problems, maintaining/updating records and tracking databases, and providing outstanding user and customer support for eLearning applications.

         As primary point of contact for troubleshooting IT related problems, displayed exceptional talents in  resolving issues surrounding installation, usage, and training on software and/or hardware products.

         Employed strong communication skills to discuss recurring problems with stakeholders, partner with Operations and Development to restore services and correct problems, and participate in major client implementations and large-scale rollouts.

         Expertly configured and administered internally-developed ticket tracking system, maintained up-to-date VCampus technical support site, and oversaw team s support knowledgebase.

 

Prior Background:

 

Finance Coordinator, PGM, Inc., Leesburg, VA, 2003 to 2004

Restaurants / Catering Supervisor, JW Marriott Hotel, Washington D.C.,1998 to 2003

Manager of Operations, Systempak, Inc., Manila, Philippines, 1997 to 2002

 

 

Bachelor of Business Administration, De La Salle University, Manila, Philippines

 

Sun Certified Java Programmer (SCJP)

 

 

HDI (Help Desk Institute)

 

PMI (Project Management Institute)