Delores Harrison Email & Phone Number

Remote

Conduct manual and automated testing procedures for software applications to ensure high quality and optimal performance.Develop test plans and execute test cases, identifying and documenting software defects using bug tracking systems.Collaborate with cross-functional teams to resolve issues, providing valuable feedback for improving product functionality and usability.Conduct usability testing and provide recommendations for enhancing the user experience and interface design.Assist in the creation of technical documentation and knowledge base articles to support end-users.

College Park, Maryland, United States

Provided technical support to end-users, troubleshooting hardware and software issues to ensure smooth operations.Configured and installed operating systems, software applications, and peripherals.Conducted remote support sessions to resolve technical problems efficiently.Collaborated with cross-functional teams to implement IT projects and upgrades.Created technical documentation and knowledge base articles for end-users.

Greenbelt, Maryland, United States

Supporting the US Census Bureau as Tier 2 Support for over 300,000 Census Enumerators operating throughout the United States and its TerritoriesRespond to calls and service tickets, diagnose the problem, determine the problem source, and provide issue resolution servicesProcess, update, and resolve Incident and Service tickets as assignedSupport the imaging, configuration, set-up or replacement of equipment and hardware as requiredProvide on-site IT support at Field Offices or training sitesPlan, design, develop, and provide technical training materials (e.g., job-aids, end-user, how-to, and reference guides) for tasks in scope of this technical directive for office staff and remote workersFacilitate meetings, training sessions and/or workshopsCreate Network Accounts for users Updating and enabling there accounts using Active Directory, and the Census's AAC (Account Admin console)Provided RSA support Via RSA console, creating soft tokens for Iphone and Android.Create Network Accounts for users Updating and enabling there accounts using Active Directory, and the Census's AAC (Account Admin console)Assisted in mobile device management through Airwatch pushing missing apps to devices, resetting passwords and providing support

Suitland, Md

Install, maintain, and support PC systems, peripheral devices, mobile devices, and associated infrastructure.Perform hardware diagnostics and execute repairs in a timely fashion to ensure customer satisfaction.Provide second level support for all hardware and software escalations from the Help Desk.Resolve complex technology issues escalated by senior management.Maintain vendor relationship for contact/troubleshooting purposes.Plan, schedule, and execute computer equipment installations, imaging, upgrades and replacement projects.Evaluate cost benefit analysis of products and recommend hardware and installation products for purchase.Leads complex and/or large-scale hardware/software projects.Translate user requests, business needs and technical specifications into formal written documentation.Review, prioritize, and work trouble tickets within trouble ticket system, with a high sense of urgency.

Washington D.C. Metro Area

Review and analyze customer data files for inconsistencies and trouble shoot potential impactsDaily Maintenance of YA System Project Management Software for the following routine database updates: emails, password changes and issues, ownership updates, account merges and account name changesAdminister system roles for YA Staff, including permissions, granting access and removing access as appropriateCreate Systems team process and procedural manuals as needed to ensure that all Systems team activities are documented in an evolving and accurate manner.Provide staff from other departments with requested information from system generated reports on demand.Generate data and charts for Board Reports on a monthly basis or as needed.

Documented procedures and common resolutions contributing materials to the knowledge-sharing.Provided assistance to staff in testing, implementation and validation of initial software platform and subsequent upgrades and/or modifications.Provided rudimentary technical expertise on applications, technical tools and software.Participated with team in the resolution of software or business related problems related to applications.Maintained working knowledge of deployed applications and upgrades. Provide orientation to help desk staff and University staff as necessary.Participated in hardware and software installation, repair and upgrade as well as problem diagnosis and resolution resulting from these installations.Participated in testing application updates and fixes patches, legal changes and configuration updates.Create end user profile accounts.

Interpret data, analyze results using statistical techniques and provide ongoing reports.Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality.Acquire data from primary or secondary data sources and maintain databases/data systemsIdentify, analyze, and interpret trends or patterns in complex data sets.Filter and “clean” data, and review computer reports, printouts, and performance indicators to locate and correct code problems.

Monitor, review and route inquiries coming into key public email boxes to the appropriate departments and staff.Identify, route and follow-up with staff on urgent situations that arise.Provide timely and personal responses to general inquiries.Track articles that come through media monitoring and manage acknowledging communicates who are supporting and/or implementing life-saving programs for cats.Provide data entry support for all information and correspondence received.

Washington D.C. Metro Area

Proactively seek out and identify needed system changes.Manage system changes without disruption to the user.Assist with migration from older systems/processes into Salesforce.com.Map salesforce.com hierarchy and territories in response to personnel changes.Reassign Accounts, Contacts, and Opportunities in response to personnel changes.Grant/remove and maintain user licenses.Maintain security including sharing rules and security levels.Design, Create and maintain user roles, profiles and hierarchies.Monitor application storage usage and archive data as needed.

Installed and configured hardware and software. Troubleshoot laser printers, desktops, laptops, and mobile devices. Perfected technical and professional writing skills. Created and managed databases. Tested databases for preciseness and accuracy.