Kelly Campbell
Help Desk Engineer
Dallas,TX
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
8
8
years of post-secondary education
11
11
years of professional experience
Work History
Quality Assurance Analyst
Unity BPO
Albuquerque, NM
08.2017 - 03.2020
- QA process development.
- Review system specifications using client requirements.
- Black box testing.
- User Assurance testing.
- Test management facilitation.
- Automated test scripting.
- Configured ServiceNow Automated Test Framework .
- Agile development life cycle.
- ITIL process analysis.
- Conducted code reviews with developers to ensure quality stable product is being delivered.
- Able to acquire one of the top Acute care facilities in the US because of the QA services were available as part of client's contract.
- Managed anywhere between 2- 5 projects while providing technical to clients within the ServiceNow platform.
- Created accurate and efficient test scripts in ServiceNow to manage automated testing of certain products and features.
- Debugged code and located root causes of problems by reviewing configuration files and logs.
Help Desk IT Specialist
LEIDOS
Albuquerque, NM
06.2017 - 08.2018
- Provided Triaged and support for all IT needs of company.
- Supported (install, configure, troubleshoot commercial software applications.
- Supported Commercial Software List (SCSL).
- Helped both technical and non-technical clients by providing efficient customer service and detailed oriented technical support.
- After 2 weeks of training was appointed as shift lead.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
UI/ UX Front End Developer Intern
LAVU Inc
Albuquerque, NM
12.2016 - 03.2017
- Partnered with production and back end developers to create a seamless user experience.
- Created development enhancements using PHP for backend changes that were released on Apples Platform.
- Contributed to complete redesign and development of new user interface on companies POS application.
- Gathered requirements that where then used to create High-fidelity mockups using many designer tools.
Web Developer
CANNADUCEUS – Project
Albuquerque, NM
10.2016 - 12.2016
- Partnered with a team of developers with the first ever online locator of medical cannabis dispensaries using the API for BIO Tech.
- Contributed by creating the database structure using MySQL.
- Contributed to front-end and back-end development using PHP and JavaScript.
- Designed UI/UX of the application.
Technical Support
T-MOBILE
Albuquerque, NM
09.2014 - 11.2015
- Provided global technical support.
- Provide High level technical support while ensuring the customer experience is superb.
- Multitasking proprietary data bases, while ensuring all contractual transitions are fully understood and agreed upon.
- Studying market trends to compete with in a competitive market, while maintaining expected matrix.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to T-mobile services and products.
- Installed, modified and repaired software and hardware to resolve technical issues.
Technical Support
VERIZON WIRELESS
Albuquerque, NM
09.2012 - 11.2015
- Provided global technical support.
- Provide efficient global technical support.
- Multitasking proprietary data bases, and staying a head of the curve with business acumen.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to Verizon Wireless services and products.
Resident Advisor
THE ART INSTIUTUE OF PHILADELPHIA
Philadelphia, PA
05.2009 - 08.2011
- Ensure community development and student safety.
- Supervised and supported resident activities for 50 plus students.
- Engaged residents in community-based programs.
- Served as a member of residential life leadership team while continuously developing career skills.
Customer Account Manager/ Sales
RENT-A-CENTER
Philadelphia, PA
04.2011 - 07.2011
- Manage many customer facing accounts while generating sales.
- Manage multiple customer accounts ensuring customer remains on schedule with payments as well as maintain an inviting and rewarding customer experience.
- Created action plans to invite new and old customers into the store while offering top notch merchandise and exceed all sales and collection quotas in a progressively numbers driven environment.
Education
Bachelor of Science - Software Development
05.2019 - Current
No Degree - ITIL Certified
05.2019 - 11.2019
No Degree - CIW Site Development Associate
05.2019 - 12.2019
Associates of Science - Integrated Studies
08.2016 - 05.2018
Diploma - Coding Full Stack Dev
06.2016 - 12.2016
Full Stake PHP coding developer, Deep Dive Coding Boot camp
Associates of Science - Fashion Design
02.2008 - 12.2010
Skills
Agileundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Volunteer Work
HMTech Instructor , Teaching CSS and HTML to middle school and high school students - 2017
Timeline
Western Governors University - Bachelor of Science, Software Development
05.2019 - Current
CompTIA - No Degree, ITIL Certified
05.2019 - 11.2019
CompTIA - No Degree, CIW Site Development Associate
05.2019 - 12.2019
Quality Assurance Analyst - Unity BPO
08.2017 - 03.2020
Help Desk IT Specialist - LEIDOS
06.2017 - 08.2018
UI/ UX Front End Developer Intern - LAVU Inc
12.2016 - 03.2017
Web Developer - CANNADUCEUS – Project
10.2016 - 12.2016
Central New Mexico Community College - Associates of Science, Integrated Studies
08.2016 - 05.2018
Deep Dive Coding Bootcamp - Diploma, Coding Full Stack Dev
06.2016 - 12.2016
Technical Support - T-MOBILE
09.2014 - 11.2015
Technical Support - VERIZON WIRELESS
09.2012 - 11.2015
Customer Account Manager/ Sales - RENT-A-CENTER
04.2011 - 07.2011
Resident Advisor - THE ART INSTIUTUE OF PHILADELPHIA
05.2009 - 08.2011
The Art Institute Of Philadelphia - Associates of Science, Fashion Design
02.2008 - 12.2010
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