Christopher Higgins Email & Phone Number

Philadelphia, Pennsylvania, United States

Since 2003, MissionStaff has been a trusted provider of IT and Creative talent to corporate clients nationwide. Our singular purpose: connecting every client to the talent they need to accomplish their goals.

Bethlehem, PA

• Proactively reviewed and implemented new SDLC processes for improvement opportunities
• Maintained an excel product catalog with cells containing JSON blobs
• Troubleshoot production issues reported by various clients
• Identified client issues via data analysis while compiling findings in pivot tables for a larger audience
• Assisted other solution architects with creative solutions to complex problems
• Identified gaps in reporting, testing, processes, and assisted teams in closing gaps

Bethlehem, PA

• Proactively reviewed and implemented new SDLC processes for improvement opportunities
• Migrated QA division from internal test case tracking tool to Zephyr for Jira
• Created multiple action plans that were put in place should need for mitigation arise
• Implemented global restricting of entire QA strategy across multiple teams in and outside the US
• Implemented Agile Methodologies across multiple teams
• Developed & implemented action plan to train manual testers in Selenium automation testing

• Managed multiple projects & teams in a fast-paced atmosphere
• Managed processes associated with new hire initiatives and employee retention efforts
• Coordinated multi-team status into consolidated reports and information for communication with internal/external stakeholders
• Provide direction and support to all testing resources
• Successfully lead multiple onboardings of clients to the companies device activation platform

United States

• Created test cases based on requirements, use cases, and previous defects to maximize testing coverage
• Performed adhoc testing outside scope of the release to identify defects
• Tenaciously monitored test cases added to the regression suite to ensure only meaningful test cases were included
• Proactively reviewed testing processes for improvement opportunities
• Created & organized a sample XML repository based on production examples to reduce wasted time troubleshooting malformed XML
• Frequently recognized for identifying showstopper bugs in the requirements before software development was approved

• Played and reviewed various MMORPG's based on website needs
• Given beta access to review games before a game came to market
• Attended NYC comic con organizing crowds for various panels throughout the day

• Provided desk side support for testing teams in their testing labs
• Created new machines & installed software as per testing requirements
• Worked with testing teams to advise on hardware limitations and possible solutions
• Responsible for updating and backing up all PCs computers with monthly security updates
• Maintained password security, data integrity, and file system security according to ETS policies
• Responsible for daily network duties such as adding new users, new machines, & backup creation

Princeton, NJ

• Developed multiple workarounds for problems in testing environment to avoid downtime
• Investigate and Troubleshoot software bugs to provide detailed information for developers
• Assigned Lead role on multiple software release projects
• Responsible for Test Plan creation and End of Test reporting
• Defined and created Test Cases as per release requirements
• Assessed impact of bugs and escalated to appropriate teams

• Wrote articles based on various MMORPG's, events, and market trends
• Played and reviewed various MMORPG's based on website needs
• Given beta access to review games before a game came to market
• Spoke with game developers to give community reaction of feedback on games
• Attended NYC comic con organizing crowds for various panels throughout the day

Titusville, NJ

• Customer satisfaction rose 35 to 40 percent within one month of assuming my job
• Formulated & defined Business Requirements for the level 3 support team
• Defined and Documented process flows which lead our team to have 90 to 100 percent on time ratings shortly after processes were implemented.
• Primary Point of contact for all incoming requests covering all operating companies under the Johnson and Johnson Umbrella.
• Managed a trouble ticket database to assure all requests were being addressed in a timely fashion
• Primary Liaison when interaction between interdepartmental helpdesks & outside vendors was needed

Easton, PA

• Promoted to Assistant Project manager with in two weeks of assuming my role.
• Assistant project manager responsible for creating images for Northampton County Courthouse.
• Organized and planned implementation methods to upgrade 1000+ desktops and laptops in one to two months
• After a month my team had implemented twice the amount of any other team
• Praised multiple times by management and the client for my professionalism and customer service skills
• Defined and Documented process improvements in the areas of Asset Management, Hardware Repair, Helpdesk Customer Service, and inventory and parts management

Morris Plains, NJ

• Supported multiple pharmaceutical clients on a SFA/CRM helpdesk.
• Praised multiple times for my ability to resolve problems over the phone and provide excellent customer service in a professional manner.
• Was promoted to team lead position for the second shift helpdesk in three months.
• Awarded for extremely adept problem solving abilities and customer service
• Team lead for the SiebelNet hardware department
• Lead Technician for the Knoll Pharmaceutical Sales force.

Stroudsburg, PA

• Reduced turnaround time for repairs by 75 to 50 percent
• Defined and Documented process flows for improvements
• Led the department to an award for excellence from FedEx for 100% turnaround time
• Consulted & assisted team leads for other clients while supporting my primary client.
• Provided SFA/CRM Hardware support for multiple clients & 2000+ users
• Lead technician for FedEx & Searle Sale forces

• Driver and Number 1 position on the M109A4 howitzer
• Set fuse and charge on a variety of munitions, including high explosive artillery rounds, laser guided projectiles, and rocket assisted projectiles
• Drove and operated heavy tracked vehicles and light wheeled trucks with sensitive materials
• Transported and managed artillery ammunition
• Used critical combat survival skills to operate in a hostile environment
• Maintained operational readiness of vehicles and equipment

Siebel 2000 Software

Siebel 2000 Professional Certified

Pclan, Pc/Lan Networking And Support