Summary
Overview
Work History
Education
Skills
Timeline
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SHAJ WASHINGTON

North Charleston,SC

Summary

Driven specialist with experience providing technical support and customer service to end-users. Proven track record of efficiently troubleshooting hardware and software issues, developing user training materials, and creating user documentation. However, I am taking a course to change my career path. I am aspiring to become a cybersecurity professional with a background in IT, networking, and software support. I am seeking to leverage my technical expertise and passion for cybersecurity to excel as a SOC Analyst. Eager to apply my knowledge in threat detection, incident response, and security monitoring (to protect organizations from cyber threats and contribute to enhancing overall cybersecurity posture).

Overview

14
14
years of professional experience

Work History

SOFTWARE SUPPORT SPECIALIST

BETTER TRADES
01.2019 - Current
  • Provide training to students relative to Real Time Markets, Extreme Charts/Simutrade Manager, and The Dedicated Trader
  • Troubleshoot any technicalities with software (Including logging in remotely)
  • Assist students with navigation of tools used daily to trade option/stocks in the stock market
  • Assist students with tracking and organization of trade reports for accounting and tax purposes
  • Diagnose and monitor network problems by running ping tests and trace routes to isolate the source of the issue.
  • Collaborate with development teams to identify bugs, leading to faster resolution times and improved product quality.

XML DATA FEEDS SPECIALIST

EDGENET/BIG HAMMER
06.2013 - 12.2018
  • Managed data deployed request by vendors who supplied items to retailers (Lowe's, The Home Depot, and HD Supply)
  • Assisted retailers with dedicated resources when updating and maintaining data for the 'Browse Only' online items
  • Responsible for recording, updating, and maintaining confidential client records
  • Assisted suppliers (who had over 100 items) in generating an XLS document to an XML document for proper upload
  • Assisted with uploading data through validation tool and FTP
  • Provided internal users, staff, and external clients support for proprietary software and internet hosted solutions/services
  • Was front line primary channel for the communication of routine emergency questions, issues, and requests
  • Investigated and resolved problems reported by vendors that needed quick resolutions in order to meet marketing deadlines
  • Escalated issues to other appropriate areas of expertise within the organization if immediate resolution was unavailable
  • Logged all calls/email activities in Salesforce (CRM)
  • Monitored and tracked the progress of all issues and provided status updates to the vendor until the issue was resolved
  • Used third party online software to assist vendors remotely when the root cause of an issue or question couldn't be determined through all normal troubleshooting channels.

QUALITY ASSURANCE ANALYST

ATLAS LOGISTICS
04.2010 - 06.2013
  • Prepared test data
  • Tracked problem reports using tracking software
  • Reported bugs, tracked defects, and resolved issues with software developers
  • Maintained documentation of test results to assist in debugging and modification of software
  • Maintained Quality Assurance Standards for test plans
  • Was responsible for adjustment of union workers time daily
  • Reviewed time cards daily to appoint for any time missing
  • Prepared report and distributed daily/weekly updates on schedule for shipping and receiving purposes to all Kroger grocery stores
  • Assisted HR with new employee packages
  • Checked and responded to all email inquires concerning shipping/receiving
  • Responsible for setting up dock daily for proper and on time shipment
  • Prepared load sheets and line ups for loaders
  • Monitored and supervised workers task to make sure shipments were not short, scanned properly, and on time
  • Responsible for checking in/out workers equipment
  • Conducted inventory count twice daily for reports
  • Reconfigured settings on equipment to avoid service time outs
  • Recorded daily recap and distributed to management at end of shift.
  • Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.

Education

HIGH SCHOOL DIPLOMA -

Lithonia High School
Lithonia, GA

COMPUTER SYSTEMS ANALYST IN IT -

Advanced Career Training
Atlanta, GA

INFORMATION TECHNOLOGY -

Intercontinental University
Dunwoody, Atlanta

Vocational - SOC Analyst

Siem Xpert
North Charleston, SC
05.2024

Skills

  • XML Data Feeds
  • Digital Content
  • Technical Support
  • Quality Control
  • Customer Inquiries
  • Software Deployment Support
  • Customer Service
  • Process Improvement
  • Organizational Skills
  • Issue and Resolution Tracking
  • Remote Support
  • Software Installation
  • Ticket management

Timeline

SOFTWARE SUPPORT SPECIALIST

BETTER TRADES
01.2019 - Current

XML DATA FEEDS SPECIALIST

EDGENET/BIG HAMMER
06.2013 - 12.2018

QUALITY ASSURANCE ANALYST

ATLAS LOGISTICS
04.2010 - 06.2013

HIGH SCHOOL DIPLOMA -

Lithonia High School

COMPUTER SYSTEMS ANALYST IN IT -

Advanced Career Training

INFORMATION TECHNOLOGY -

Intercontinental University

Vocational - SOC Analyst

Siem Xpert

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SHAJ WASHINGTON