Configuration Management Analyst

ASRC Federal, Moorestown, NJ

November 2023 - Present

Core Responsibilities:

●Audit, install, archive, and release of Computer Programs, ensuring compliance with contract direction, CM requirements, and Computer Programming Standards.

●Create media and documentation deliverables for official release to multiple customer sites.

●Conducted version control and CI/CD pipeline support using Git, GitLab, GitHub, and Azure DevOps, ensuring code integrity and efficient deployment workflows.

●Supported UI/UX improvements based on stakeholder input to enhance system responsiveness and usability.

●Created documentation for front-end workflows and backend service logic to ensure maintainability and knowledge transfer among development teams.

Software Support Analyst

American Water, Camden, NJ

October 2021 - Present

Core Responsibilities:

●Assisted clients with system access and login issues.

●Work closely with the architects and DevOps Engineers to implement the functional and technical requirements.

●Troubleshoot hardware and software issues for clients.

●Reported network and security issues to the appropriate teams.

●Used ticketing system for documentation.

●Provided end-users with support for Windows and Microsoft Office Suite.

●Successfully assisted over 50 internal clients with Citrix account setup, ensuring smooth access to virtual systems.

●Create dashboards to track business and operational metrics.

●Refine and estimate new deliverables.

Measurable Results:

●Identified and resolved production incidents within the defined MTTR, resulting in a 20% decrease in downtime.

●Assisted 20+ clients per day, resulting in a 95% client satisfaction rating.

●Troubleshoot hardware and software issues, resulting in a 90% issue resolution rate.

●Documented all client interactions in the ticketing system, resulting in improved communication and

●Developed security features that ensured the company's product is compliant with Industry standards and regulations.

●Create dashboards to track business and operational metrics.

Quality Assurance Analyst

October 2019 - March 2020

Cherry Hill Programs | Marlton, NJ

Core Responsibilities:

●Develop and execute test plans for telecommunication products, including unit, integration, regression, and load/performance testing.

●Analyze technical requirements and architecture inputs to ensure scalability, performance, and redundancy.

●Collaborate with cross-functional teams to understand product requirements and drive implementation.

●Develop and maintain automation test scripts using commercial and open-source tools.

●Define, document, and communicate test and certification results to stakeholders.

●Use monitoring tools such as Wireshark, IRIS, and Spectra to troubleshoot and debug SIP and traditional voice technology.

●Participate in the Agile SCRUM process and implement test-driven development methodologies.

●Share knowledge and collaborate with teammates to continuously improve quality assurance practices.

●Manage vendor relationships and support operational excellence.

Measurable Results:

●Reduced testing time for a new product by 50% by creating automation test scripts.

●Improved the quality of the product by identifying and reporting 20+ bugs during the testing phase.

●Increased team productivity by training team members on automation testing.

●Collaborated with cross-functional teams to improve product features and functionality.

Information Security Service Desk Analyst

June 2019 - August 2019

Virtua Healthcare Systems | Marlton, NJ

Core Responsibilities:

●Responded quickly and with exceptional level of service to all incoming customers.

●Carefully and adeptly analyzed each incident, request, and problem

●Provided immediate resolution when possible, else used preliminary analysis and critical thinking to escalate item appropriately

●Elicited information necessary to resolve customer incident, request, or problem

●Used ITSM tool to document customer interaction and troubleshooting/resolution steps taken for each issue

●Developed and maintained strong working relationships with other IS teams to facilitate collaboration on customer issues

●Wrote Knowledge Base articles for solutions as they were identified, resulting in a 30% reduction in ticket volume

●Assisted with Problem Management tasks (communication, follow-up, etc.) during an active problem

●Adhered to IS Business Practices and was available for 24/7 support as needed

● Achieved a customer satisfaction rating of 95% or higher for each quarter in the past year

●Reduced average resolution time by 20% through implementation of new troubleshooting techniques

●Participated in the implementation of a new ITSM tool, resulting in a 40% increase in efficiency and accuracy of ticket handling

●Mentored new team members and provided ongoing training and support, resulting in a 50% reduction in new hire onboarding time.

Measurable Results:

●Provided technical support for hardware and software issues to internal and external customers

●Diagnosed and resolved technical issues related to computer hardware and software

●Utilized remote access tools to assist customers with troubleshooting

●Achieved a customer satisfaction rating of 90% or higher for each quarter in the past year

●Contributed to the development of a new training program for new hires, resulting in a 25% reduction in new hire onboarding time.

● Assisting internal clients for account in Citrix setup and walking them thoroughly with the process of logging in to the system. 

● Assisting internal clients RSA setup and walking them thoroughly with the process of logging in to the system. 

● Used Active directory to help client provisioning. 

● Assisting the internal user with issues related to using their computer system. 

● Reporting any issues about the Network and security. 

● Reporting any issues about the script Batch went down in Control-M which was related to the Database. 

● Troubleshooting with the client if they are having any hardware/software issues. 

● Used MySupport hub, company's ticketing system for documentation. 

● Windows 7/10 and Microsoft Office Suite Support provide to end users with their licensing issues to Microsoft 365.