EXPERIENCE 

Software Support Analyst 

October 2021 to Current 

American Water | Camden New Jersey 

● Took phone calls everyday and emails from clients regarding support for their access to the system. 

● 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. 

Quality Assurance 

August 2019 - October 2021 

Cherry Hill Programs | Marlton, NJ 

● Plan, develop and administer software test plans to detect and diagnose errors and bugs 

● Developed and executed test programs that helped improve accuracy of QA results 

● Performed validation testing to ensures that the product actually meets the user's needs 

● Performed regression, integration, platform and performance testing to certify the stability and usability of software

systems. 

● Provided comprehensive software release documentation and training to support staff after compiling QA test outcomes. 

● Support Python scripts in Windows 7/10, and Microsoft Office Suite Support provided to the end user. 

● Supported end users with Kaseya agent and used Zendesk as a ticketing system. 

Information Security Service Desk Analyst 

June 2019 - August 2019 

Virtua Healthcare Systems | Marlton, NJ 

● Took 20-35 phone calls a day and emails from clients regarding support for Go Live Project. 

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

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

● Reporting any issues about the Network. 

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

● Used Footprints as ticketing system, And supported the clients with reset of their passwords. 

● Windows 7/10 and Microsoft Office Suite Support provide to the end user.