Lucas Pendley
Quality Assurance Analyst
Indian Trail,NC
Summary
Innovative Quality Assurance Analyst focusing on Help Desk Support with over 2 years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to remote workstations utilizing company proprietary ordering platform. Personable communicator while assisting with technical issues and training. Extensive experience in a role ensuring quality customer support for the Help Desk environment.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Quality Assurance Analyst
Compass Group Inc.
Charlotte, NC
07.2019 - Current
- Fixed identified issues to increase productivity and boost workflows.
- Created and achieved product quality objectives and met product specifications.
- Oversaw onsite testing for customers to meet project specifications.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Activated accounts for clients interested in new services.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Logged support tickets and closed when issues were resolved.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Enhanced data integrity by applying meticulous attention to detail when reviewing and analyzing data maintenance processes.
- Continuously assessed current reporting techniques and developed improvements to boost accuracy.
Accountant
Compass Group Inc.
Charlotte, NC
04.2018 - 07.2019
- Gathered financial information, prepared documents, and closed books.
- Created budgets and forecasts for management group to meet regular accounting deadlines.
- Conducted detailed technical and analytical review of federal/state corporate, partnership and S corporation tax returns, FAS 109 provisions, and quarterly estimates prepared by associates.
- Modified comprehensive financial reporting package to reflect growing organizational complexity.
- Documented cash, credit, fixed assets, accrued expenses and line of credit transactions.
- Supported monthly reporting analysis to achieve validation of internal reports and to reconcile production operations and general ledger.
- Reconciled accounts and reviewed expense data, net worth and assets.
- Brought errors to near-zero in reporting, payroll administration and general bookkeeping.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and cash and banking reconciliations.
- Tracked financial progress by creating quarterly and yearly balance sheets.
- Enhanced budget administration by reviewing reports, leveraging knowledge to strengthen controls and improve transparency.
- Partnered with auditors on annual audits and realized compliance with governmental tax guidelines.
- Identified and investigated variances to financial plans and forecasts.
- Proactively researched technical tax issues related to consulting projects.
- Set up and improved accounting systems and processes to meet business needs and maximize operational success.
- Drove client satisfaction by identifying maximum adjustments, deductions and credits.
- Maintained up-to-date knowledge on permits, certificates and documents mandatory for government departments.
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
- Evaluated and improved accuracy and completeness of financial records.
- Reviewed accounting structures and procedures on regular basis to identify areas in need of improvement.
Accounting Associate
Cornerstone United
Hickory, NC
11.2015 - 04.2018
- Compiled budget figures by reviewing past budgets, evaluating estimated income and assessing expenses.
- Applied mathematical abilities to calculate and check figures in accounting systems.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Input financial data and produced reports using SAP.
- Contacted customers to immediately find resolutions for escalated issues.
- Oversaw documentation and reporting of expenses, sales and other transactions.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Assessed data and information to verify entry, calculation and billing code accuracy.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Addressed and resolved complex and unexpected variances.
Revenue Specialist
Florida Department Of Revenue
Orlando, FL
07.2010 - 10.2015
- Conducted research, interviews and investigations for information pertaining to alleged criminal violations.
- Furnished taxpayer assistance and information to general public.
- Produced briefs, located records and organized documentation to support court cases.
- Conducted call audits to assess interaction quality, accuracy and service success.
- Kept case data and contact information up to date to expedite proceedings.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Considered alternative means of resolving tax debt issues if taxpayer could not pay
Education
Bachelor of Science - Legal Studies
University of Central Florida
Orlando, FL 01.2008 - 07.2010
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT 11.2021 - Current
Skills
Technical Analysis
Group presentations
Project Management
Data analysis
Call monitoring
Technical Support
Quality assurance
Report delivery
Process implementation
Technical issues analysis
Logging support tickets
Customer support
Customer service expert
Timeline
Bachelor of Science - Information Technology
Western Governors University
11.2021 - Current
Quality Assurance Analyst
Compass Group Inc.
07.2019 - Current
Accountant
Compass Group Inc.
04.2018 - 07.2019
Accounting Associate
Cornerstone United
11.2015 - 04.2018
Revenue Specialist
Florida Department Of Revenue
07.2010 - 10.2015
Bachelor of Science - Legal Studies
University of Central Florida
01.2008 - 07.2010