Jay Washington Email & Phone Number

Killeen, Tx

I maintained and reviewed forms and reports conferred with management and users about format, distribution, purpose and to identify problems and improvements. Prepared manuals and trained veterans in use of new forms, and procedures according to the latest Veteran Affairs policies. Documented findings of study and prepared recommendations for implementation of new systems, procedures and organizational changes. Advocated on behalf of Veterans in the greater Fort Hood area, providing outreach services consisting of food, clothing and shelter. Assisted in filling out VA documents and forms for application of veteran benefits. Designed and implemented basic PC usage and computer skills which included navigation of Windows 10 and usage of MS Office products and a basic overview of searching for benefits using online search engines. Microsoft Windows 10, Microsoft office suite, and End user training.

Dallas/Fort Worth Area

Duties and Responsibilities included the following:Install, configure and maintain PC desktop computers and Citrix thin clients.Provide first and second-level problem determination and resolution for 200+ systems.Provide phone support of external clients.Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.Troubleshoot basic network connectivity with the desktop and the local area networks.

Dallas/Fort Worth Area

IT Support Analyst (CVS/Caremark) Desktop Support Technician responsible for deploying updated hardware in support of CVS’ work from home initiative. Primary duties included imaging laptops and desktop systems, installing primary and secondary end user software. Other duties were to backup user software and restoring software and applications to minimize user downtime. Installed and configured SOFOS security software to ensure that all newly deployed systems’ hard drive and software were encrypted.

Dallas/Fort Worth Area

Sr. IT Support Analyst (DaVita Rx) Desktop Support Technician responsible for second level support for DaVita helpdesk tasks to resolve escalated tasks. Duties include maintaining and installing software on PC’s and Servers, maintenance of Server, Switch and Telecom hardware. In addition duties included the setup and support of desktops, laptops, printer configuration, network connectivity phone setup and support of telecommunication equipment. Primary software supported on day to day support included Windows XP SP3, MS Office Pro 2007, and Oracle Servers.

Austin, Texas Area

Senior Test Engineering Analyst for the Strategy and New Initiatives Business Segment responsible for writing, analyzing, conducting and coordinating thorough quality-control tests to ensure software deployment readiness. This included the following: * Business Liaison between cross-functional business and development teams to clarify business requirements and ensure testability. * Responsible for developing and writing business requirement documents for redesign of DellFinancialServices.com. * Coordinated testing activities and processes for DellFinancialServices.com, DFS Online Services, and all payment functionality for Dell Financial Services. * Responsible for conducting thorough system performance and scalability testing. * Managed defect resolution through case documentation and project management. * Managing defects against specified end-user requirements. * Responsible for drafting, revising and maintaining test plans, test cases and automated test scripts upon successful launch of all new projects. * Responsible for system administration of DFS Online Services (DFSOS), which included adding new, internal and external customers, providing access to the DFSOS web application. Additional Achievements * Completed TST Boot Camp training for Waterfall and Agile

Austin, Texas Area

Senior Business Analyst responsible for building and maintaining the key external business relationships and partnerships with Online Resources Client Console (ORCC), to ensure internal and external customers were able to manage and process payments via the Client Console. This Included: * Responsible for all system administration of Online Resources Client Console. * Responsible for web administration for DellFinancialServices.com controls as related to the Client Console. * Responsible for developing and writing business requirement documents for all new projects that were filtered into ORCC, which included assignments to gather, develop and update business requirements for projects that required access to the ORCC payment process. * Developed and maintained business decision trees that defined the Interactive Voice Response (IVR) selections as a customer called in to process payments, check status of payment, cancel and modify payments remitted via the Client Console. * Coordinated User Acceptance Testing with cross-functional business partners assisting them with creating test plans, test scripts and preparation for production launches. * Maintained relationship with the System User Access Teams to develop tools, which defined the rules for adding new users to the Client Console, which ensured that the proper levels of control were in place to prevent overlap of duties. * Maintained relationships with the Production Support Teams to develop tools for maintaining roles and responsibilities ensuring that managers, supervisors and customer care representatives had the proper rights to manage customer payments.

Austin, Texas Area

Responsible for building and maintaining Dell Financial Services relationship with the Better Business Bureau, to ensure customer complaints were managed accordingly. * Owner of the Better Business Bureau relationship and key Company contact for all complaints. * Solely responsible for improving the Corporate response process and execution through Business Process Improvement * Managed and maintained complaint documentation received through the Better Business Bureau, CEO’s and Executive Offices. * Responsible for providing appropriate responses according to customer complaints. * Responsible for tracking and reporting all metrics associated with the BBB response process to Executive Level Management. Additional Achievements * Completed Yellow Belt Business Process Improvement training. * Completed Grammar, Punctuation, and Proofreading workshop with the University of Texas’ Professional Development Center. * Completed ExecuTrain Office 2003, Intermediate and Advanced courses.

Austin, Texas Area

CSD SR Technician I was responsible for assisting manager with special projects, including pilot projects for Dell Sales, Customer Service, and Operations, in addition to identifying and resolving technical, as well as customer related escalations. * Acted as a liaison with other areas of the company affecting technical support. * Responsible for identifying, reporting and documenting emerging trends, call generators and possible incompatibility issues with Dell Inspiron and XPS computers. * Documented and maintained database in accordance with the defined processes including escalating issues to Dell Engineering as needed. * Subject Matter Expert (SME) for my team for the Microsoft Windows XP and Windows ME operating systems, including midyear training and refresher courses. Additional Achievements * Trained and proficient with MS-DOS, Windows 3.1, Windows 95, Windows 98, Windows NT, Windows 2000, Windows 2000 Advanced Server, Windows ME, Windows XP, Microsoft Access, Excel, Outlook, PowerPoint, and Word and Red Hat Linux 7.2

Austin, Texas Area

Senior Specialist responsible for handling escalated sales complaints. * Responsible for research, resolution and response to sales escalations. * Assisted identifying and documenting training procedures to assist front line sales representatives with common technical questions that may arise within the sales process. Additional Achievements * Exceeded productivity goals on a consistent basis. * Handled and resolved over 140 sales escalations in the month of December 1999.

Austin, Texas Area

Senior Technician responsible analyzing and resolving technical support call for Dell Home and Small Business Customers. * Responsibilities included troubleshooting and researching potential solutions for various hardware, software and peripheral components. * Duties include maintaining extensive trouble shooting for various Dell Inspiron and Latitude portable computers. * Experience in troubleshooting different types of computer hardware to include motherboards, processors, memory, USB devices, SCSI devices, parallel ports, serial ports, IDE devices, PCI devices, monitors, LCD’s, printers, network cards and video cards. * SME for Windows 2000. * SME for Windows NT.

Norfolk, Virginia Area

Responsible for building ATX based computers based on the customer needs. * Duties included building, repair, and troubleshooting of generic computers. * Helped maintain a Windows NT based Network needed to remotely troubleshoot computers. * Performed various Help Desk functions including, phone troubleshooting and onsite repair.

Dover, Delaware Area

Performed various activities related to the receipt, storage, replenishment, and storage of supply assets for the civil engineering organization. * Maintained an inventory of critical items necessary for the fulfillment of the Civil Engineering mission. * Owner and trainer for Technical Order Maintenance for the Civil Engineering Organization. * Owner and trainer for Material Safety Data Sheets. * Trainer for Hazard Communication material, responsible for the training of all members of the Civil Engineering organization on the handling and storage of hazardous materials. * Trainer for Total Quality Management Program. * Trainer for Quality Assurance Program * Skilled in the operation of heavy equipment including forklifts and other material handling equipment used to load and unload trucks and to move materials to and from their proper storage area.