Seasoned Test Analyst with 2 years of experience designing and implementing quality assurance tests. Evaluated test objectives to develop and implement test procedures optimized for relevant results. Reported on test results and suggested interpretations relevant to product applications and further test development. Oriented towards streamlining testing and reporting processes to lower costs and optimize production efficiency.
Hi, I’m
Zakiya Fleurival
Louisville,KY
Summary
Overview
7
years of professional experience
4
years of post-secondary education
1
Certification
Work History
Yum! Brands Inc.Louisville, KY
Help Desk Analyst
01.2023 - Current
Job overview
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Provides efficient, courteous customer service focused on an outstanding customer experience.
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Perform critical incident processes and all escalation policies and procedures.
- Collaborate with senior technicians to troubleshoot and resolve complex issues.
- Documented support interactions for future reference
Global PaymentsJeffersonville, IN
Product Analyst
08.2021 - 12.2022
Job overview
- Working to create requirements, assisting to prioritize work, and determining acceptance criteria for a development team based on payments industry knowledge and experience in the information technology space
- Troubleshooting and identifying gaps with existing systems/processes such as, but not limited to, manual processes that can easily be automated, lack of appropriate tracking systems, security risks and vulnerabilities
- Assisting in evolving team process and driving continuous improvement based on experience in successful delivery in Agile teams
- Contributing to the future roadmaps and planning based on industry experience and insights
- Leading the change management and release process for products the team develops based on ITIL and company best practices
- Helping to establish a strong purpose and sense of urgency within the team in order to deliver projects on time
- Maintaining alignment between the Product Management, Program Management, the Development
- Teams, and Customer Service
- Maintaining documentation related to project progress and compliance reporting for PCI, SOX, and
- FFIEC audits
- Serving as an expert for the compliance teams as needed in the areas of transaction processing, chargebacks, case management, and merchant reporting
SpectrumLouisville, KY
Technical Support Representative II
07.2017 - 07.2021
Job overview
- Tech-savvy problem solver who can multitask to repair a variety of services and equipment. Internet/Voice Repair Representatives use patience and effective communication skills to uncover customer needs, answer questions, and leave a positive impression on customer interactions.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Researched product and issue resolution tactics to address customer concerns.
GannetLouisville, KY
Customer Service Representative
01.2016 - 01.2017
Job overview
- Responsible for handling inbound calls with respect, accuracy, and customer satisfaction
- Sold newspaper subscriptions, displaying high-quality sales and customer service skills, evidenced by end-of-the month sales numbers and customer praise
- Handled customer complaints with understanding, urgency, and satisfaction
- Adhered to company values, mission, and culture
- Handled customers in fast-paced setting in coordination with solid team of customer service associates
- Responded to customer requests for products, services and company information
Education
Central High SchoolLouisville, KY
High School Diploma
08.2005 - 06.2009
University Overview
Code Louisville Louisville, KY
No Degree from Front End Web Development
05.2001
University Overview
Skills
Help Deskundefined
Certification
Comptia A+
Timeline
Help Desk Analyst
Yum! Brands Inc.
01.2023 - Current
Comptia A+
06-2022
Product Analyst
Global Payments
08.2021 - 12.2022
Technical Support Representative II
Spectrum
07.2017 - 07.2021
Customer Service Representative
Gannet
01.2016 - 01.2017
Central High School
High School Diploma
08.2005 - 06.2009
Code Louisville
No Degree from Front End Web Development
05.2001
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