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0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx abc@xyz.com

Software / Technical Support Installations Troubleshooting Testing

Quality Assurance Project Leadership Vendor Relations Software Training

Offer extensive experience across the complete SDLC including Agile methodology; adept at project management, vendor relations, testing, quality assurance, and team coordination. Advanced knowledge in creating detailed SQL scripts, use case models, UML diagrams, Entity Relationship Diagrams (ERDs), data flow diagrams, sequence diagrams, collaboration diagrams, and activity diagrams. Excel at preparing test scope documents, test plans, and detailed test cases; strong talents in black box, functional, integration, and UAT. Able to facilitate user group meetings and clarify requirements for eCommerce and web application development for B2B and B2C purposes.

Selected Achievements at Talaris:

         Resourcefully designed integration tab in CRM with sales team from teller branch automation to include retail segment.

         Instituted staging method to test software and hardware at hub prior to shipment to ensure rigorous adherence to plug & play expectation.

         Slashed travel costs via remote software installation option, eliminating need for onsite presence.

         Recipient of 2017 Outstanding Achievement recognition for exceptional performance in delivering seamless CI server installations and creating associated training documentation.

         Recognized for 2016 contributions for outstanding performance in CI server installations.

         Designed Disney 64-bit PC Migration setup/support document to outline setup of new or replacement PC in Disney network, and authored eCR/Vallarta PC setup/support document for Vallarta stores network.

         Replaced Vallarta store PCs to increase performance and customer satisfaction.

         Effectively redesigned and deployed Vallarta store eCR/Crystal Report to include user names.

Talaris, Lisle, IL, 2008 to Present

Business Analyst / QA / Integration Developer

         Deliver Level III technical support for application issues, and partner with Watertown Call Center as SME to analyze and improve Level I and II phone support.

         Serve as software training coordinator, and supervise Talaris technicians and trainers during onsite hardware and software installations.

         Efficiently create test plans, test scenarios, test cases, and traceability matrices for black box, system, integration, and user acceptance testing.

         Prepare software support related documents featuring common FAQs and troubleshooting techniques.

         Administer Connectivity FTP site to facilitate file/software/update patches sharing with clients and Connectivity Loaner list with software houses.

         Support, coordinate, and execute SQL scripts to remove SSNs from Disney s database.

Continued ►

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Talaris continued

         Participate in all new Vallarta store installations as onsite support primary contact for eCR/TCR.

         Extensively support PCs/TCR/TCD/Coin for Talaris annual business meetings.

         Participated in RBG-100 and CI product support training as an alternative product.

         Proactively introduced, coordinated, and documented integration certification process to standardize efforts among all mutual software houses.

         Participated in conversion of Chase banking branches to new Teller Express/Argo solutions.

         Conducted functionality testing on RBG100 with eCR as new hardware solution replacing aging Vertera/Twin Safe.

         Perform SQL database recovery when necessary.

AFL Network Services, Bensenville, IL, 2002 to 2008

Project Manager / Senior Business Analyst / QA

         Actively participated in IT governance functions to approve all major information technology projects and navigate company s strategic direction.

         Steered IT projects throughout SDLC, from inception to timely and budget-compliant implementation.

         Partnered with business sponsors and developers to clarify business requirements for enhancements to existing applications and new projects, and precisely documented project charters, functional requirements, specifications, and business cases.

         Demonstrated proficiency in gap analysis, business re-engineering, testing (system, integration, UAT), quality assurance, and customer communications during installation and testing of products and services.

         Maintained up-to-date Program Management Office documentation vital to ensuring information transparency among project team members.

         Governed complete spectrum of requirements process based on product vision, direction, and priorities.

         Exhibited outstanding versatility in creating business models, documenting business requirements according to use cases and UML methodologies, change management, project status reporting, and coordinating release of end product to clients.

Bachelor of Science in Electrical Engineering

Tri State University, Angola, Indiana

UML, UML Case Tools, Rational Rose, Derby, SQL, MySQL, PL/SQL, Java, Crystal Reports, MS DOS, Windows 95/98/NT/2000/XP, W7, Server 2012, Unix, Linux, StarUML, Acrobat Reader, Visio, Microsoft Project, Microsoft Office Suite (Word, PowerPoint, Outlook), SQL Management Studio, SharePoint, Visual Basic, Mantis, Crystal Reports, Palm Vein Scanner, Bar Code Reader

Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx abc@xyz.com

February 7, 2018

Talaris

Human Resources Department

3333 Warrenville Rd., Suite 310

Lisle, IL 0532

Re: Software Support Manager Opening - Job Code 3287

Dear Hiring Manager:

Please accept this letter and accompanying resume in application for the Software Support Manager position that is currently available at Talaris. In advance, thank you for your time and consideration.

Currently as an Integration Developer and Sr. Business Analyst at Talaris, I offer advanced knowledge of our retail, financial, and gaming business segments. I ve developed proficiency in both pre- and post-sale software support for most of our product lines and am consistently relied on to execute flawless installations. I also manage the Connectivity team training process for retail and gaming segments.

My consummate skills in CI server installations and post-installation support will certainly provide a positive impact in this new position. In addition, I wrote the ECashRoom (eCR) Support Call document to outline the steps required to troubleshoot the most common issues related to Disney and Vallarta Supermarkets. This FAQ tool significantly accelerates the problem resolution process which is paramount to maintaining customer satisfaction. I also released another document to assist Call Center staff in Level 1 support activities.

If selected for an interview, I will prove to be an adaptable and talented professional committed to supporting you in achieving your goals through exemplary ingenuity, resourcefulness, team collaboration, and talents in building strategic partnerships with key stakeholders. I am confident that I am an ideal candidate for this opportunity and look forward to interviewing with you soon.

Sincerely,

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