Neil Wahab
Tampa,FL
Summary
Experienced QA Analyst with a background in QA testing and IT support, skilled in manual and automated testing, issue resolution, and enhancing software reliability. Proficient in tools like JIRA, with strong problem-solving skills and a commitment to high-quality software and user satisfaction.
Overview
15
15
years of professional experience
Work History
Digital Solutions Specialist/QA Analyst Tester
Rexel USA
07.2022 - 10.2024
- Conducted manual and automated testing for company web and mobile applications, identifying critical bugs and ensuring functionality aligned with business requirements.
- Developed and maintained detailed test plans, test cases, and scripts for new features and regression testing to ensure application stability across releases.
- Executed test cases to assess compatibility across various devices, browsers, and OS, enhancing cross-platform reliability.
- Collaborated with developers and product teams to report, track, and prioritize issues, improving product quality and user experience.
- Leveraged tools like JIRA, Solar Panel, and Microsoft SQL Server Management Studio to document issues and defects for company applications.
Lead Help Desk Analyst
CaryRX Inc.
09.2021 - 07.2022
- Supervised end-user support efforts, designing policies to establish consistent service guidelines and reliable ticket resolution.
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Supervised a team of Help Desk Tier 1 agents
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Installed, modified and repaired software and hardware to resolve technical issues.
Tier 1 Help Desk
NVR
03.2016 - 03.2019
- Provide high-quality tier 1 technical support within a high-volume help desk environment
- Directly accountable for technical troubleshooting and repairs, installations, configurations, upgrades and responding to help desk tickets
- Perform troubleshooting of basic software, hardware and network problems; effectively identify issues and deliver appropriate resolution in order to remedy bugs and prevent potential risks
- Facilitate various technical support tasks, including installation, configuration and upgrades
- Administered Active Directory and Microsoft Exchange accounts
- Configured security settings/access permissions for groups or individuals
- Monitor and track help desk tickets, documenting all tasks and pertinent information for future reference
- Develop and deploy effective solutions for all issues to eliminate future issues and maintain optimal operations
- Participate in special projects as required, including company-wide system implementations
- Created and managed over 5,000 user accounts and computer objects using Active Directory
- Assumed contract role through agency and was offered full-time position after 12 months due to outstanding performance in a technical support role.
Tier 1 Help Desk
Gannett
01.2012 - 08.2015
- Provide high-quality tier 1 technical support within a high-volume help desk environment
- Directly accountable for technical troubleshooting and repairs, installations, configurations, upgrades and responding to help desk tickets
- Perform troubleshooting of basic software, hardware and network problems; effectively identify issues and deliver appropriate resolution in order to remedy bugs and prevent potential risks
- Facilitate various technical support tasks, including installation, configuration and upgrades
- Install OS packages, software and applications for both PCs and MACs as required; distribute software packages across the network, which ensuring no downtime
- Utilized Casper Suite to handle the imaging process and deployment of software applications for MAC machines
- Troubleshoot client-server and network related issues on both MACs and PCs
- Monitor and track help desk tickets, documenting all tasks and pertinent information for future reference
- Develop and deploy effective solutions for all issues to eliminate future issues and maintain optimal operations
- Participate in special projects as required, including company-wide system implementations
- Created and managed over 7,000 user accounts and computer objects using Active Directory
- Assumed contract role through agency and was offered full-time position after 6 months due to outstanding performance in a technical support role.
Tier 1 Help Desk
BAE Systems
01.2011 - 01.2012
- Provided onsite and remote desktop support for corporate headquarters and 110 satellite locations
- Delivered quality technical support and assistance through the execution of troubleshooting, diagnostic testing and general support tasks
- Assisted in improving applications through problem identification, technical troubleshooting and root-cause analysis; implemented upgrades and changes to improve usability
- Conducted troubleshooting of network connectivity and user access issues using Active Directory
- Worked closely with external organizations to effective resolve technical issues and deploy solutions as needed.
IT Support Student Worker
West Virginia University, Information Technology
01.2010 - 01.2011
- Responsible for assisting students and faculty with technology-related issues, including installations, technical troubleshooting, upgrades and configurations
- Provided support for both hardware and software related issues.
Education
Bachelor of Arts - Economics
West Virginia University
Skills
- Microsoft Office 365
- Desktop support
- VPN/Remote Connectivity
- Windows 11
- Mobile - iPhone and Android devices
- ServiceNOW
- JIRA
- Active Directory
Timeline
Digital Solutions Specialist/QA Analyst Tester
Rexel USA
07.2022 - 10.2024
Lead Help Desk Analyst
CaryRX Inc.
09.2021 - 07.2022
Tier 1 Help Desk
NVR
03.2016 - 03.2019
Tier 1 Help Desk
Gannett
01.2012 - 08.2015
Tier 1 Help Desk
BAE Systems
01.2011 - 01.2012
IT Support Student Worker
West Virginia University, Information Technology
01.2010 - 01.2011
Bachelor of Arts - Economics
West Virginia University
Similar Profiles
Jeff WattsJeff Watts
Inside Sales Representative at Rexel USAInside Sales Representative at Rexel USA
William "Seth" FiscusWilliam "Seth" Fiscus
Counter Salesperson at Rexel USACounter Salesperson at Rexel USA
ROBERT GAMMONSROBERT GAMMONS
TEAM LEADER SHIPPING at Rexel USATEAM LEADER SHIPPING at Rexel USA
Nicholas RhoadesNicholas Rhoades
Shift Supervisor at OG SubsShift Supervisor at OG Subs
KARTIK PUNEKARKARTIK PUNEKAR
SENIOR SOFTWARE DEVELOPMENT ENGINEER IN TEST at VONAGESENIOR SOFTWARE DEVELOPMENT ENGINEER IN TEST at VONAGE