As a Business Analyst for the Insite Engineering Team, I define and document business requirements for fleet management display firmware/hardware. Work closely with key internal and external stakeholders to obtain requirements. Plan projects and define the scope of work with Project Leads and senior management. Apply Agile methodologies with our software development processes. Manage the sprint backlogs for multiple development teams. Translate business requirements into technical user stories.

- Lead Testing activities across three Agile Development teams- Perform manual UI testing of internal web application.- Present application enhancements to Business to engage feedback.- Assist in API testing of backend web services to ensure stable web application.- Participate in Scrum activities to deliver timely features and enhancements of web applications.- Assisting application users with issues

- Work with Operations staff to determine root cause analysis of incidents.- Assist customer and staff to determine file transmissions issue with payments submitted to customer.- Work closely with vendor to troubleshoot application issues and quickly find the root cause to prevent other occurrences.- Assist Business Analyst Team by working with Vendor to determine fixes for the application’s yearly update for better operations improvement.

- writing test cases- executing test cases for regression and new functionality- work with developers, business analysts and project managers in Agile sprints to deliver results to customers.- Using HP Quality Center to upload test cases and prepare for automation.

- Production Technical Support for Lockbox Operations environment. - Onsite and 24x7 support for all technical incidents, including hardware, software, and file transmission- Work with Operations staff to determine root cause analysis of incidents.- Installing patches in the environment on a quarterly basis to workstations and servers- Maintain Operating System images of workstations - Assist customer and staff to determine file transmissions issue with payments submitted to customer.- Work closely with vendor to troubleshoot application issues and quickly find the root cause to prevent other occurrences.- Assist Business Analyst Team by working with Vendor to determine fixes for the application’s yearly update for better operations improvement.

Corporate Desktop Technician- Build laptops/desktops for all corporate employees using OS image.- Assist customers in the field with technology equipment such as laptops, printers, and Blackberry devices.- Repair hardware for laptops and desktops, replace faulty equipment using manufacturer’s warranty service or replace on site.- Install new software when purchased by the company on users’ PC.- Monitor multiple conference rooms to insure all equipment for the IS department is functioning correctly, which includes desktops, projectors, and audio/video devices.- Prepare daily and weekly backups for shipment offsite using AS/400 and Symantec Backup Exec.- Install, configure, and troubleshoot network connections at users’ workspaces. Service Desk AgentProvided Helpdesk Support to over 400 restaurants on a variety of technical support issues. Provided remote support for simple issues through Virtual Network Computing (VNC). Configured POS Systems for shipment to restaurants.

Assisted Cable Broadband customers with Internet service issues via phone and onsite visits. Installed cable modems and routers in the customer’s house for home networking. Provided Level 2 support to the 24-hour offsite helpdesk team. Assisted Cable TV technicians with field issues by monitoring from a CMTS (Cable Modem Terminal Server). Kept an accurate inventory of cable set top boxes and modems. Tested all household equipment to ensure it was working properly and returned damaged equipment to the manufacturer for proper warranty and/or repair. Managed the company’s website to ensure information concerning the products and services were accurate.