Arthur Tucker
Chico,CA
Summary
Results-oriented [Type] Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Overview
13
13
years of professional experience
Work History
Solutions Helpdesk Coordinator
UBEO Business Services
2022.11 - Current
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Scheduled staff and delivered training materials and information.
- Managed high levels of call flow and responded to Hardware and software technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Recruited, trained and supported help desk technicians and representatives.
- Managed help desk consisting of [Number] employees and conducted performance evaluations.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Maintained and updated customer service database.
Senior Systems Manager
UnitedHealth Group
2017.07 - 2021.11
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
- Documented testing procedures for developers and future testing use.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Kept scripts and test cases updated with current requirements.
- Evaluated function, performance and design compliance of every product against design standards and customer needs.
- Built automated test scripts to handle repetitive software testing work.
- Recommended changes and corrections to developers for optimal software performance and usability.
- Developed and maintained defect databases for known issues.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
- Completed pre-implementation testing for new system modifications to assess potential impacts.
- Incorporated delivery requirements into planning of testing schedules.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
Lead Automation Analyst
UnitedHealthcare
2010.06 - 2017.07
- Developed automation test strategies and test plans.
- Gathered and reported relevant and actionable metrics on automation.
- Identified test cases to automate by conducting feasibility analyses.
- Designed and developed generic reusable automation testing frameworks.
- Executed automated test cases for every code drop.
- Discussed issues with team members to provide resolution and apply best practices.
- Updated old code bases to modern development standards, improving functionality.
- Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
- Translated customer requirements into written use cases.
- Designed reusable and reliable code for use within distributed cloud environments.
- Revised, modularized and updated old code bases to modern development standards, reducing operating costs, and improving functionality.
Education
Associate of Science - Information Technology
University of Phoenix
Tempe, AZ06.2016
Skills
- Azure
- Design Patterns and Principles
- .Net
- Sharepoint Administration (Ticketing System)
- Web-Based Software Engineering
- Windows PowerShell
- User Needs Assessment
- Web-Based Software Engineering
- Windows PowerShell
Timeline
Solutions Helpdesk Coordinator
UBEO Business Services
2022.11 - Current
Senior Systems Manager
UnitedHealth Group
2017.07 - 2021.11
Lead Automation Analyst
UnitedHealthcare
2010.06 - 2017.07
Associate of Science - Information Technology
University of Phoenix
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