Professional Summary

Over 15 years of experience in the Information Technology Industry as a Senior Quality Assurance & Business Analyst in a Waterfall/Agile environment, including 4 years in Web development.  Involved in multiple phases of the Software Development Life Cycle with emphasis on Functional and System testing. Also, experience leading a Service Management team.


  • Methodologies: Agile, Waterfall
  • Soft Skills:  Service Management, Project Management, Strong Interpersonal Relationship skills, Oral and Written Communication skills
  • Relevant Experience:  Software Quality Assurance, Service Desk, Business Analyst
  • Software: Microsoft Office, SharePoint, Power BI, Jira, Katalon Automation tool, QTP, VBScripts

Education & Training

  • AXELOS Global Best Practice – ITIL 4 Foundation
  • York Solution’s Barriers to Entry Program – Project Methodology
  • Purdue University – Master’s in Business Administration
  • Purdue University – Bachelor of Science in Management Information Systems

Professional Experience Highlights

Lead IT Analyst | IT Service Management

  • Established and set protocols for a Service Desk [Zendesk]
  • Managed service queues and helped with Level 1 support, created SLA and SA
  • Initiated and managed Incident and Problem Management
  • Helped create IT After Hours Support calls and scheduling
  • Established, maintained and managed the Employee Entry, Change, and Exit processes
  • Created IT Service Catalogue, Knowledge Base, and Service Request Process

Quality Assurance/ Business Analyst

  • Conducted test strategy walk-throughs with developers, analysts and stakeholders
  • Participated in the implementation of Requirement Traceability Matrix (RTM) for the QA team
  • Built technical requirement and executed test case
  • Performed performance and load testing using Load Runner and SoapUI
  • Working experience with several methodologies like agile (Jira), scrum and waterfall
  • Served as a liaison between business areas, outside vendors to implement solutions