Albert Filamor Email & Phone Number

Addison, Illinois, United States

Provides telecommunication technology support to contact center and corporate employees.Resolves incidents by troubleshooting, communicating, and documenting issue resolution.

Hoffman Estates, Il

• Provided outstanding customer service to all employees at all levels both on site and remote, through hardware and software support of desktops and laptops as well as mobile devices and printers.• Hosted weekly Onboarding for New Hires, orienting them to Information Technology processes, best practices and policies, communication methods and applications as well as providing them the proper tools for remote access.• Coordinated the Onboarding of Employees and Contractors with both Human Resource representatives and Hiring Managers, ensuring all hardware and software is provided to the end-user at the start of employment.• Maintained inventory of computers and peripherals.• Managed and executed the hardware replacement project for employees and contractors.

Arlington Heights, Il

• Utilized consultative skills to anticipate customers' needs, to suggest alternatives, and to find solutions to meet their needs.• Provided expertise in printing, building signs and banners, packing and shipping, and recommended appropriate FedEx Office products and services.• Assisted in the training of team members.

Itasca, Il

• Collaborated with Cross-Functional teams of Software Developers and Product Managers to test resolutions to web software defects and updates so that the proper fix for the issue and enhancement is applied. • Applied proper documentation techniques for clarity of User Stories and Defects reported and tracked on Microsoft Visual Studio Team Foundation Server.

Greater Chicago Area

• Responsible for the creating and maintaining software automation of the web-based, Software as a Service application. • Hosted training sessions for the software automation tool.

Elmhurst, Il

• Responsible for revamping the testing process, ensuring software code is trouble-free by performing timely and immediate manual and automated functional tests on both web-based and handheld software applications.• Bridged the gap between the business and Information Technology by delivering the framework for the eliciting of IT Business Requirements of new and existing projects that would translate to enhancements to both web-based and handheld applications.• Project proposal to management to implement Testing Maturity based on the Testing Maturity Model.

Northfield / Bannockburn / Glenview, Illinois

QUALITY ASSURANCE• As a Change Agent, responsible for implementation and maintenance of the Certification Process in order to provide Kraft Foods end-users in all departments with the most updated desktop software applications. This process entailed: ~ Managing an average of 70 requests per month, with each request being a project with varying timelines. ~ As a Liaison among Stakeholders, collaborating with and coordinating the efforts of three different teams, each involved in the Certification Process, ensuring tasks in all stages of the process stay on schedule. ~ Maintaining a standard template for use in creating positive and negative test cases. ~ Eliciting software update requirements from as well as providing constant communication of progress to developers and business clients.• With a team of project leads, consolidated all Quality Assurance Teams in the company in order to centralize Testing and Certification of 1000 Business Software Applications for the Americas as well as Asian and European Regions.• Led a team of analysts by: ~ Assigning and keeping track of manual and automated testing done by each analyst. ~ Setting timelines for each task and following through on their assignments to ensure deadlines are met. ~ Providing direction and guidance where needed. ~ Based on the team’s accomplishments, providing weekly status reports to upper management.• Led cross-departmental web development and support teams to project closure.• Subject Matter Expert for the web-based Application Database tool that supported nearly 1000 software applications used by the company, ensuring the data are up to date to allow accurate tracking and reporting of Quality Assurance work. (Outsourced to HP Enterprise Services, formerly Electronic Data Systems – June 2006-July2012)

Glenview / Northfield, Illinois

U.S. SALES - Servers, Workstations And Technology• Delivered technology solutions that enable core Sales operations, as follows:~ Created and maintained software installation packages and VB scripts deployed via CD to the Headquarters and Field Sales end-users nationwide.~ Maintained solid standard software and hardware configurations for PCs through regularly scheduled software releases and hardware deployments.• Collaborated with software developers to perform Quality Assurance and User Acceptance Testing.

Glenview, Illinois

• Topnotch PC desktop and printer support for 300 Marketing employees of various positions, which included: ~ Managing the hardware upgrade project for desktop and laptop computers.~ Managing the electronic mail software upgrade project (Microsoft MS Mail and Schedule Plus to Microsoft Outlook).~ Conducting training seminars for employees during software applications and operating system upgrades. ~ Software and hardware troubleshooting and printer support which resulted in higher client satisfaction and productivity.~ Organizing and administering the departmental intranet website.• Increased efficiency of Software distribution through implementation and maintenance of a Network based application, thus minimizing the need for end-user and technician involvement.

Norfolk, Virginia

USS John F. KennedyE-4 – Honorable Discharge • Aviation Storekeeper assigned to the Aircraft Intermediate Maintenance Department.• Responsible for Inventory and Materiel Control of Test Bench parts used for testing aircraft parts.

Bachelor Of Arts - Ba, Sociology, Concentration On Research Methods And Statistics

Activities and Societies: Naval Reserve Officer Training Corps (NROTC), Director and Founder of "Reveille", the NROTC Choir - Reveille.

It Project Management Program

• Project Management Professional (PMP) • Lean Six Sigma • Business Analysis • Microsoft Project 2010: Level 1 & 2

Project Management Professional Development Program

• Project Leadership, Management, and Communications, July 2002 • Quality for Project Managers, April 2002 • Managing Projects.

Certified Netware Administrator, Novell Netware Networking