Patricia Francisco Email & Phone Number

Chesapeake, Virginia, United States

• Executes software test plans, cases, and scripts to discern software problems and their causes.• Identifies and analyzes opportunities for improved software performance. • Analyzes test specification and performs manual regression testing for different releases in the program. • Tests web-based application in an Agile development process environment. • Consults with users and other team members to identify system specifications. • Collaborates with customers and team members to achieve mission objectives of the program. • Utilizes Jira, Zephyr, and Confluence for recording test results, reporting defects, release updates and manages Epics on Kanban boards. • Identifies bugs and redlines within the test cases and submits a report through Jira. • Collaborates with the developers and product owners to track backlog items, bugs, and defects.

Norfolk, Virginia, United States

• Responded to queries and resolves first and second level technical issues for local and remote users through various channels such as telephone, chat, email, and tickets submitted online.• Monitored phone and chat queues, email inbox, and the status of service desk tickets to ensure they are completed in a timely manner, alerting management of recurring problems or patterns of problems.• Conducted training sessions among agents to demonstrate the correct procedures on how to create a ticket in the HP Service Manager ticketing system. • Supervised new batch of agents to make sure that they have technical support and assistance while they are on a call.• Managed the onboarding of newly hire agents and responsible in activating their accounts in Active Directory.

Norfolk, Virginia, United States

• Provided Service Desk end-user support and manages and coordinates the handling of incidents, problems, non-service Catalog Requests, and Service Catalog Requests with end-users and IT groups for both unclassified networks. • Performed Microsoft Remote Assistance to the user’s computer and making changes to their system and settings by navigating around application menus. • Managed re-installing and updates of software in user’s computer as required to fix system issues. • Assisted in troubleshooting the user’s network connectivity issues to the NMCI network or VPN network. • Performed adjustments to user’s Active Directory profiles.• Assisted iOS users by making changes to their account in the UEM server.• Managed repairing and rebuilding Microsoft Outlook Profile Accounts and other Outlook related issues. • Supported processes such as Managing web browsing protections, web content filtering, and web site category whitelisting/blacklisting, supports automated encryption/decryption and secure file transfer of sensitive business process files, manage internally generated SSL certificates and SSL certificates generated by a managed PKI vendor and internal Certificate Authority.• Utilized HP Service Manager ticketing system to handle 35+ tickets per day by resolving the discrepancy or escalating to higher-level IT support specialists.

Norfolk, Virginia, United States

• Connected cybersecurity students with available services in the Transfer Center and the ODU community• Assisted students in monitoring their own academic performance• Coordinated activities and outreach for cybersecurity transfer students related to careers in the field

Bachelor Of Science - Bs, Cybersecurity, 3.83

Associate Of Science - As, Specialization In Computer Science