Qa Automation Engineer

Responsibilities
-Handle incoming calls and tickets (ticket queue and Service Desk mailbox)
-Adding, tracking and reporting issues via Remedy Smart IT, eDesk,JIRA and BT ticketing systems, as well as providing the proper documentation from the knowledge base.
-IT troubleshooting: Windows, Active Directory, Microsoft Exchange, Office 365, SAP first level support and other project specific business applications (Agile, GDW,etc);
-Communicating with third party groups and assuring filtering and processing of high priority tickets
-Creating and updating client CISCO VoIP Profiles
-SPOC (Single Point of Contact) responsibilities: assistance for service desk analysts in daily activities(troubleshooting, escalations towards support groups); handling VIP user tickets; follow-up old tickets;assisting Incident Controller with priority incidents (contacting users that report priority incidents for information about business impact); providing follow up feedback to the appropriate project specialist; attending project management meetings as Service Desk representative;

Accomplishments
SAP, AS400, VPN, Cisco, Remedy, Microsoft Exchange, Microsoft Active Directory, Citrix, BPCS, BMC Remedy, remote desktop connection, Team work, Microsoft Lync, titan, Customer service, agile plm, Microsoft Word, Microsoft Excel, Microsoft Outlook, MS Outlook, Microsoft WindowsVista / XP, Social skills: Communication and networking skills; Adaptability; Ability to work in a team; Ability to assimilate information and updated knowledge; Perseverance; Punctuality., Skype for Business, Tenant, MATRICS

Responsibilities
Internship Web Development (HTML, CSS, Wordpress) & Networking(CCNA 1)

Accomplishments
Wordpress,CCNA1,HTML/CSS