APPLICATION SUPPORT MANAGE/SOFTWARE TESTER/CCB MANAGER
Service Desk Manager, Software Tester, Change Control Board Manager for an Army Training Division. Established and currently manage the application help desk to support exercise design tool software. Two years experience in Engineering Division Accounts Administrator/TASO and System Administrator supporting a Joint Experimentation/Joint Futures Lab at US Joint Forces Command. Two years experience in Information Assurance Account support at a Joint Experimentation/Joint Futures Lab. Three years experience in supporting a portal at a Joint Experimentation/Joint Futures Lab. Twelve years experience in Help Desk Administration, customer and computer/network support for US Joint Forces Command.
Technical Help Desk Management
Service Desk Management
Software Development Life Cycle principles (SDLC)
Change Control Board Management
Quality Control, Quality Assurance
Strong Collaborative Skills
Customer Needs Assessment
Excellent problem solving skills
Git and GitHub flow development process
05/2013 to Current
Application Support Manage/Software Tester/CCB ManagerCGI Federal and ANGELO GROUP INC
Establish, manage and maintain a Help Desk for the Operational Environment Training Support Center (OE TSC) G27, Data Science Branch.
Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
Ensure maximum issue resolutions in minimum time.
Provide end user support.
Provide weekly updates to program managers.
Maintain and manage help desk software/system, user guides, department social media and FAQs list.
Track and manage all Help Desk Item and Request for Change items in system.
Conduct software testing, manage and execute software release Change Control Boards.
Technical Writer to the software user guide/maintain with current releases.
Conduct QA process audits and act as Data Analyst when needed.
Perform functional testing of web-application software.
Work within the Agile software lifecycle model from concepts to design and delivering through to formal release and maintenance.
Work closely with the client and Java developers to understand features and establish test cases.
Participate throughout the design and development process, analyzing features to point out weaknesses or inconsistencies.
Prepare test plans, test cases, and test execution scenarios.
Participate in the development of test data to be used in performing required tests.
Validate that testing conclusions and recommendations are supported by test results via weekly meetings.
Document test results and provide conclusions to the customer.
Provide feedback in timely manner for all reported issues and change requests.
Other testing responsibilities include: verification of system capabilities and system enhancements or changes, requirements verification, performance testing, regression testing, load testing, high availability testing, system and software level integration troubleshooting, test reports, root-cause analyses.
Perform Change Control Board Management of in-house software development.
Manage/carryout all steps of configuration throughout the project lifecycle.
Manage all Change Requests; ensure all approved changes are added to the CCB process.
Plan/Lead all CCB Meetings.
Write, manage, and deliver: Release Notes, Meeting Minutes and CCB Slides.
Ensure process is synced between Help Desk and Development by managing RFCs and Git Lab issues throughout the lifecycle.
06/2009 to 06/2012
Systems Administrator/TASOLOCKHEED MARTIN
Act as departmental TASO.
Responsible for Classified and Unclassified accounts: Validation of requestors, submit request (password reset, code changes, account deletion or creation and GAL updates) and departure/transfer request.
Perform J9 Active Directory activities management, asset tracking and coordination/relocation within J9 lab spaces/assignment to individuals for event support and travel.
Daily care and feeding of high and low side WSUS and VMS.
Creation of event accounts and primary event SA.
02/2008 to 05/2009
Information Assurance Accounts Manager/TASOPROSOFT and LOCKHEED MARTIN
Act as departmental TASO.
Responsible for Classified accounts: Validation of requestors, submit request (password reset, code changes, account deletion or creation) and weekly INFOSEC/LIMS training.
Custodian for two classified safes, Responsible for processing VPN accounts.
Inventory and track classified hardware for entire building and maintain various databases.
11/2006 to 02/2008
Joint Innovation and Experimentation Portal/DMZ administration to include: Creating accounts, updating, creating and working with security groups.
Provide user/account management via Active Directory; work on Share Point Portal resolutions with developer.
Also provide Source Forge Administration, JI&E Portal Trouble Ticket Resolving.
Maintain a smooth operation for a multi-national and national user based portal.
An OPSEC POC for department.
04/2006 to 12/2006
Help Desk / Collaborative Services SpecialistPROSOFT
In addition to the Collaborative Services responsibilities previously listed, provide daily resolution of IT issues in a helpdesk environment, perform the installation of new hardware and software, provide technical support of US Joint Forces Command collaboration tools, and ensure delivery of timely, informative and comprehensive status reports to the Technical Manager.
Perform hardware and software installation and configuration in a PC environment.
Create and administer mail accounts using Active Directory.
Manage user accounts and security settings using Active Directory.
Conduct PDA installations to include configuring for wireless connectivity and QuickPlace/Domino Server Support.
Performed user support for accounts within the Technical Support division of the Joint Futures Lab, US Joint Forces Command.
Supported and created accounts for Ezenia InfoWorkSpace (IWS) users, Lotus QuickPlace users, and Groove users.
Serviced and maintained the Collaborative Services Trouble Call queue and handled requests/inquiries via Knowledge Management Inbox.
Additional responsibilities and duties included basic server maintenance, server administration tasks, and the installation and management of various collaborative tools throughout the enterprise.
04/1995 to 08/2004
Help Desk LeadPROSOFT
Supervised and led a Help Desk that supported
over 4000 users at Headquarters,
US Joint Forces
Provided technical support for users of an NT and Windows 2000
Customized and implemented Help Desk support software packages (McAfee
Help Desk, Support Magic Help Desk, Remedy Help Desk). Provided administration
of these packages.
Areas of support included software applications and
troubleshooting hardware problems, including the following: Windows 95, Word,
Bright Works, Novel 4.1 and Windows NT, Excel, PowerPoint, Access, Microsoft
Office 97, Windows 2000 NT, MS Outlook, Group Wise, DMS Messaging, Blackberry
and Palm Pilot.
Monitored connectivity and provided LAN administration for
Local Information Management Systems (LIMS) Local Area Network with six Novell
and NT servers. SMTP Gateway and Citrix dial-in capabilities.
documented Help Desk calls in Remedy Help Desk.
Ran monthly and weekly Help
Desk status reports.
Troubleshot and fixed various user problems utilizing
McAfee Remote Desktop and Systems Management Server.
Provided users with status
of trouble calls.
Responsible for the establishment, management, and
continued maintenance of network and e-mail user accounts. MS Exchange/account Management
Education and Training
Certificate: Leveraging the JIRA Platform for Development ProjectsCGI Skillport
Certificate : Leveraging the JIRA Platform for Development Projects Certificate : Software Testing Foundations Certificate : Quality Assurance and Quality Control Certification : ITIL Foundation Certification : CompTIA Windows 7 Certification : Security+ Certificate : AR System 6.X Administration Certificate : Windows 2000 Networking Concepts
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