Software Support Engineer Sample Resume Format in Word Free Download

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Teresa Holmes
PO Box 724001	Atlanta, Georgia 31135			Phone: (352) 213-9876					E-mail: teresa.holmes@gmail.com
Knowledge and Skills Summary_________________________________________________
Standard Operating Procedures Database & Info Systems Management Waterfall & Agile Software Development Software Testing/Validation/Verification Business Requirements Gathering and  Traceability .NET Technologies MS SQL Server 2008 JAD Sessions			Quality Assurance Group Leadership & Management Project & Resource Management Technical Writing – User Guides and Technical Manuals GMP Software Implementation & Training MS Office Suite, Visio & Project Software Development Lifecycle			Configuration Management Interface Design/Java C++/Visual Basic/ L/JavaScript FMEA Development of Functional  Requirements, Design Specifications and Risk Assessments User Acceptance Testing HIPAA, SOX, ISO, FDA Code Analysis and Defect Tracking
Experience_________________________________________________________________
The Home Depot Store Support Center – Atlanta, Georgia					May 2011
Business Systems Analyst
¨        Gathered and analyzed Business Requirements, Functional Requirements, and Data Flow Diagrams to determine potential points of failure upon business release ¨        Prepared written documentation such as FMEA for successful COM system integration and implementation ¨        Attended sessions with users, vendors, Subject Matter Experts, managers and team members. Identified objectives, limitations, and success factors. Defined deliverables and activities. ¨        Collaborated on IT projects and contributed input using tools such as SharePoint and MS Project ¨        Collaborated with diverse user population domestically and internationally to gather and evaluate requirements and provided system support upon implementation
RTI Biologics, Inc. – Alachua, Florida					May 2005 – May 2011
Senior IT Validation Specialist & Business Systems Analyst
¨        Gathered and analyzed Business, Functional and Non-Functional Requirements ¨        Prepared Functional Requirements, Software Design Specifications, and Risk Analysis ¨        Conducted User Acceptance Testing prior to implementation ¨        Authored and executed test case scripts and scenarios and documented findings ¨        Reported software defects to team members and evaluated applied software fixes/patches. ¨        Produced a detailed Requirements Traceability Matrix and Validation Summary for all validated software  ¨        Analyzed development projects to determine and define training needs and execute user training as needed.  ¨        Attended development sessions with users, vendors, Subject Matter Experts, managers and team members. Identified objectives, limitations, and success factors. Defined deliverables and activities
Digi-Net Technologies, Inc. - Gainesville, Florida					Feb. 2005 – May 2005
Lead Software Support Engineer & Customer Relations Manager
¨        Reproduced technical problems reported by customers, consultants and partners, which included reviewing and troubleshooting code such as HTML, JavaScript and Java ¨        Reported software defects and issued change requests to the appropriate software development team ¨        Managed and coordinated the Product Support unit's day-to-day user activities, ensured timely and accurate resolution of user problems and concerns with respect to Digi-Net software ¨        Created workaround procedures when standard procedures failed and ensured issues were resolved in a timely fashion ¨        Served as a point of contact for escalating urgent problems requiring more in-depth knowledge and directed issues/concerns to appropriate internal resources. Provided conflict resolution if needed. ¨        Participated in the development of operating goals and objectives for the Product Support unit by recommending, implementing, and administering methods and procedures for enhancing operations ¨        Overseen and coordinated the implementation of projects and work requests involving installing, testing, repairing, and upgrading  Digi-Net software ¨        Managed, backed-up and restored data files and directories on multiple servers for all hosted customer accounts ¨        Originated, maintained and updated technical guides and manuals for internal and customer use
WebMD - Alachua, Florida							November 2002 -  August 2004
Lead Project Coordinator and Demonstration Software Analyst
¨        Collaborated with team members to define and produce various forms of documentation to accompany product releases.  Updated release notes for patch releases correcting defects and detailing new product enhancements ¨        Collaborated with development teams to ensure outstanding work orders and software issues were completed and closed to meet code freeze, regression, pilot testing and general release deadlines ¨        Ensured and maintained the accuracy of test/demonstration data for all modules such as Financials, Patient Information, LIMS and Electronic Medical Records and Prescriptions contained within all demo database products ¨        Provided training and high-level product specific knowledge as a SME (Subject Matter Expert) ¨        Participated on the Change Review Board (CRB) to determine legitimacy of software changes and set prioritization ¨        Researched, drafted, solicited input and finalized documents for product definition, Software Requirements, Functional Specifications, Business Rules, end-user work flow and data relations ¨        Monitored and updated prioritization of issues for software products utilizing the proprietary Software Release Management system and Work Management system ¨        Worked with Quality Assurance on all testing activities pertaining to the demonstration software and determined product readiness ¨        Developed project scopes, project plans and test plans for the development and implementation of software products. Researched and suggested product design enhancements for new system features ¨        Managed, backed up and restored multiple databases  ¨        Collaborated with team members regarding software defects for prompt implementation of patch releases and hot fixes as needed ¨        Assisted in designing, creating and maintaining Web Demo Portal
University of Florida - College of Medicine OB/GYN– Gainesville, Florida										May 1999 – July 2002
Program Assistant and Data Manager
¨        Maintained web-based database and attended quality meetings to evaluate system efficiency and proposed changes as needed ¨        Created and maintained patient information database (MS Access) and ensured the accuracy of data input  ¨        Managed office workflow, supervised staff, maintained personnel files, processed time cards, leave requests and travel reimbursements. Managed office of twelve employees. ¨        Posted vacant position announcements, selected job candidates, interviewed, verified references and credentials, scheduled appointments and physicals and processed all necessary paperwork for new hires  ¨        Created and updated job descriptions for departmental staff ¨        Evaluated budgetary needs, prepared grant contracts for processing and approval, developed and maintained Policies and Procedures, and participated in Quality Assurance reviews.
Education and certifications__________________________________________________
New Horizons Computer Learning Center		A+ Certification						Network+ Certification
Florida Institute of Technology Florida State University		Master of Science in Computer Information Systems Bachelor of Science in Information Systems with a concentration in Information & Communication Technologies
Santa Fe Community College		Associate of Science in Business Administration and Management with a concentration in Business Management

                       

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