Vaughnderrick Brimer
Atlanta,GA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Focused Quality Analyst experienced in developing and executing manual and automated test cases. Highly proficient in testing tools, systems and software.
Overview
10
10
years of professional experience
Work History
Help Desk Coordinator 2
TITAN Technology
07.2022 - Current
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Managed high levels of call flow and responded to client technical support needs.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
QUALITY ASSURANCE ANALYST II
EXCLUSIVE TOUCH
03.2019 - Current
- Conduct manual testing on software
- Develop and maintain test cases and test plans
- Identify and report defects and issues to development team
- Perform bug logging and tracking throughout software development life cycle
- Collaborate with development team to ensure product meets quality standards
- Participate in code reviews and contribute to continuous improvement of software development process
- Develop and implement quality control procedures
DOJ Representative II Technical Support
Spectrum
01.2013 - 02.2019
- Provided advanced technical support to technicians and business class customers, and end-users via phone, email,
- Identified and provided support in troubleshooting hardware, software issues while collaborating with users to observe, report, and resolve system issues
- Submitted help desk tickets using Service Now for department system defects and customer escalation
- Configured and troubleshot VoIP and multi-media distributed systems and platforms
- Assisted customers with provisioning and configuring business and residential services
- Provided guidance to customers on use of specialized cable equipment
- Responded to customer escalation and provided technical assistance for issue that could not be completed phone
- Provided network support services for devices such as hubs, bridges, routers, and other hardware
- Top 10 percent of representatives receiving Multiple ACE, Best, and silver awards
Education
Received Bachelors of Science Degree - Information Technology
University of Phoenix
05.2015
Received Diploma - Network And System Administration
Missouri College
06.2004
Skills
- Remote Instruction
- Data Connectivity
- Knowledge Base
- Mentorship and Training
- Issue and Resolution Tracking
- Test case development
- Quality assurance methodologies
- Python/Java/HTML/CSS/SQL programming
- Jira
- Remote support tool
- Hardware and software troubleshooting
- Active Directory
- Microsoft Office Suite
- Windows and Mac OS
- CRM software
- Remote support
Timeline
Help Desk Coordinator 2
TITAN Technology
07.2022 - Current
QUALITY ASSURANCE ANALYST II
EXCLUSIVE TOUCH
03.2019 - Current
DOJ Representative II Technical Support
Spectrum
01.2013 - 02.2019
Received Bachelors of Science Degree - Information Technology
University of Phoenix
Received Diploma - Network And System Administration
Missouri College
Similar Profiles
John GiordanoJohn Giordano
Data Collection Specialist at TITAN TechnologyData Collection Specialist at TITAN Technology
Phuoc TruongPhuoc Truong
Senior DevOps Engineer at Titan Technology CorporationSenior DevOps Engineer at Titan Technology Corporation
Kim Van MinhKim Van Minh
Backend Developer at Titan Technology CorporationBackend Developer at Titan Technology Corporation