(DisplayLink acquired by Synaptics August 2020)

Currently working to deliver a world class, web-based communications solutionAchievements:• Working closely with User Interface and User Experience teams in order to produce simple, intuitive software solutions, eliminating the need for user manuals• Introduced an initiative to steer the Scrum team towards delivering valuable, working software every sprint by setting clear and effective sprint goals• Have regularly made pragmatic but informed decisions on backlog scope and priority in order to meet challenging deadlines, without compromising the software quality• Embracing the 'sprit' of Agile by successfully pivoting on product strategies mid-development, in order to remain competitive in changing market conditionsKey Skills:• Articulating and communicating a clear product vision and ensuring that everything the team delivers aligns to that vision• Working and communicating with offshore Agile ‘Scrum’ development teams• Use of Story Mapping to formulate and communicate the product backlog and roadmap, prioritised by business value• Writing User Stories during all stages of development, from epic and feature-level stories during Product Discovery phases, down to granular stories ready for upcoming sprints• Producing supporting artefacts, such as requirements documents, process models, data models, personas, empathy maps, story boards and wireframes, in order to communicate complex business processes and drive better solutions• To ensure we are building the right product by engaging effectively with stakeholders at all levels of the business, as well as external customers, to elicit the product vision and requirements• Identifying opportunities to solve new problems by regularly engaging directly with users to understand their current pain points• Sourcing and approving appropriate third party software components to reduce development costs and increase functionality

• Delivered an elegant and easy to use software solution which received great user feedback for making a “mundane process elegant and appealing”• Received ‘Customer Champion’ award at our company’s annual briefing

• Led the way with the transition from traditional UAT test phases to facilitating Early UAT initiatives via testing/user experience workshops• Significantly increased customer involvement in workshops and beta testing by designing, implementing and managing a ‘Hosted Beta’ service• Devised and rolled out a consistent approach for the creation of test scripts across the UAT team by producing guideline documents and test script templates• Increased the efficiency and consistency of post-test phase reporting by improving the defect logging process and automating the extraction of test results

• Provided technical support to customers on the use of the of their software, including installation and upgrades• Maintaining a comprehensive library of knowledge base articles

• Logging support cases received from customers via telephone and email, then liaising with 2nd line support teams to ensure service level agreements are met

• Dealing with inbound support calls from customers who rent home entertainment equipment, talking customers through the usage of their equipment and troubleshooting technical issues

• Supervised staff during the evening shifts, dealing with any customer queries/complaints and completed day to day store and back office tasks