Summary
Overview
Work History
Education
Skills
Timeline
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Raechel Linn

Summary

Dynamic Software Testing Associate at Science Applications International Corporation with expertise in manual testing and software debugging. Enhanced testing accuracy through rigorous quality control, driving innovation and improving communication across teams. Recognized for delivering timely results and fostering collaboration, significantly reducing issue resolution time while ensuring high customer satisfaction.

Overview

18
18
years of professional experience

Work History

Software Testing Associate

Science Applications International Corporation
02.2025 - Current
  • Provided valuable input on potential product improvements based on findings from comprehensive test analyses, driving continuous innovation efforts across all business units.
  • Delivered accurate test results in a timely manner by adhering to strict deadlines and prioritizing tasks effectively.
  • Worked collaboratively with cross-functional teams to address any issues arising during the testing process, contributing to faster resolutions and improved communication channels.
  • Improved testing accuracy by implementing rigorous quality control procedures and guidelines.

CDR Help Desk Agent

Science Applications International Corporation
02.2022 - 02.2025
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Provided basic end-user troubleshooting and desktop support.
  • Developed training materials used to train new agents.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Reduced ticket resolution time with thorough troubleshooting and clear communication.
  • Acted as liaison between end-users and higher-level support teams, ensuring seamless handoff when needed for more advanced problemsolving.

Senior Help Desk Agent

Dakota Performance Solutions
09.2007 - 01.2022
  • Managed high levels of call flow and responded to technical support needs.
  • Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
  • Maintained detailed records of customer interactions, documenting resolutions for future reference.
  • Streamlined help desk processes for improved response times and better user support.
  • Provided exceptional support by consistently meeting service level agreements and performance metrics.
  • Continuously evaluated help desk performance, identifying areas for improvement and implementing targeted strategies to enhance efficiency and overall customer satisfaction.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing timely solutions.
  • Created user accounts and assigned permissions.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Developed training materials for desk to train new agents.

Education

Bachelor of Science - Agriculture Extension

South Dakota State University
Brookings, SD
05-2019

Associate of Science - Computer Programming

Southeast Technical Institute
Sioux Falls, SD
05-2004

Skills

  • Manual testing
  • Test execution
  • Functional testing
  • User acceptance testing
  • Regression testing
  • Test documentation
  • Software debugging

Timeline

Software Testing Associate

Science Applications International Corporation
02.2025 - Current

CDR Help Desk Agent

Science Applications International Corporation
02.2022 - 02.2025

Senior Help Desk Agent

Dakota Performance Solutions
09.2007 - 01.2022

Bachelor of Science - Agriculture Extension

South Dakota State University

Associate of Science - Computer Programming

Southeast Technical Institute

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Raechel Linn