Marho Atumu Email and Phone Number

Developed and executed a software quality strategy in collaboration with a team of developers, resulting in a decrease in user-reported issues by 40% and improved customer review ratings by 20%.Built a suite of regression and integration test cases for software products catering to over 20,000 active users across international markets, including the US, UK, Japan, and Australia.Developed comprehensive test plans and conducted test runs using TestRail, ensuring software releases met high standards of usability, accessibility, and performance.Performed function testing for APIs and web services using Postman.Created and managed tickets in Jira to track identified software defects and oversee the progress toward resolution.Conducted manual and automated tests using Selenium and Ghost Inspector to validate bug fixes and feature updatesMaintained a near-perfect record for bug-free software releases, eliminating the necessity for constant hotfixes.

Wrote over 70 engaging and informative content for websites and blogs, following the best SEO and content marketing practices.Conducted keyword research, competitor analysis, and content audits to identify content gaps, opportunities, and strategies.Optimized content for search engines, user intent, readability, and conversion using tools such as Google Search Console, SEMrush, Ahrefs, Clearscope, and Grammarly.Collaborated with web developers, graphic designers, and marketing managers to create and implement content campaigns that align with the brand’s goals and vision.Monitored and analyzed content performance, traffic, rankings, and engagement metrics and provided recommendations for improvement and growth.Stayed updated with the latest trends, developments, and best practices in SEO, content marketing, and digital marketing.

Directed customer support activities for a geographically dispersed client base in Canada, Ukraine, South Africa, Spain, and Brazil, achieving a 10% increase in customer loyaltyImplemented HelpScout and ZenDesk platforms to moderate support tickets, ensuring prompt and effective responses to troubleshooting requests for premium customers worldwideResolved over 2500 technical support tickets across email, live chat, and WordPress forums, ensuring prompt resolutions that maintained customer satisfaction and loyalty while reducing overall support response time by 40%Achieved and maintained a 5-star customer rating for support responses, contributing to the improvement of the plugin's public rating from below 4 stars to 4.5 starsEngaged with community members to identify and document insights, pinpointing opportunities for new product features that enhance overall user experienceTested bug reports, validating and logging bug reports on Jira with detailed instructions for testing and resolutionPerformed pre-release testing for feature updates and bug fixesDeveloped and curated instructional content, including tutorials, technical documentation, screencasts, and forum materials, providing customers with guidance and support for optimal product utilization

Employed Information Technology Infrastructure Library (ITIL) framework to formulate solutions aligned with business requirements, delivering valueImplemented and managed Enterprise Resource Planning (ERP) solutions, utilizing Zoho One and Odoo to track team productivity across projectsCoordinated the management and maintenance of servers, desktops, printers, surveillance, access control systems, and other IT infrastructure across 4 office locationsImplemented a robust project management framework, utilizing Agile methodologies, resulting in a 30% improvement in team efficiency and a 15% reduction in project timelines.Optimized hosting infrastructure to improve web application performance and implemented disaster recovery plans while reducing hosting costs by 50%-55%Managed an in-house technical support team, catering to the needs of over 50 staff members and servicing more than 700 business clientsMigrated over 50 mailboxes from legacy email services to Microsoft 365, increasing team productivity and collaborationBuilt websites using WordPress and HTML/CSS, conducting routine maintenance and security checks to guarantee uninterrupted uptime and optimal functionalityDeployed and managed a cloud-based learning management system on an Azure instance, facilitating efficient learning experiences for users Implemented information security policies to ensure compliance with data security best practices, safeguarding organizational assetsDeveloped and implemented a comprehensive staff training program, conducting workshops and creating training materials, resulting in a 20% increase in employee productivity and team collaboration

Worked with the software development team to define a framework for identifying user requirements, tracking project timelines, and user acceptance testing before deployment.Drafted and sent monthly progress reports to all stakeholdersManaged the helpdesk for supporting customers within and outside the organizationKept track of feature suggestions and user feedback, and bug reportsWeb content management and hosting administration/maintenance for Software testing and quality assuranceWeb traffic trends analysis and performance optimization.Perform routine server monitoring and performance benchmarking, and disaster recovery procedures for all web-based infrastructure.

Industry stakeholder mapping and analysis.Collect and analyze data on customer demographics, preferences, needs, and buying habits to identify potential markets and factors affecting product demand.Gather data on competitors and analyze their prices, sales, and method of marketing and distribution.Prepare reports of findings, illustrating data graphically and translating complex findings into written text.

Development & curation of region-specific content for online marketing campaigns;Community management and engagement, user feedback analysis and activity monitoring;Performed backend QA testing of Unstructured Supplementary Service Data (USSD) systems for mobile advertising and social networksRelationship management of content partners and contract staff.Developing new campaign strategies to leverage new technologies

Reviewed business plans for aspiring entrepreneurs and provided guidance and feedback based on industry experience and best practices;Assessed financial projections for upcoming businesses to ensure realism and local operating environment were accounted for;Observe and correct estimations of business environment risk factors as well as stakeholder and competition analysis for upcoming business owners seeking funding;Evaluated the viability of business plans and project proposals for seed funding based on the potential for success and economic growth.

Office Administration and Management;Web Content Management and Administration;Stakeholder relationship management;Project implementation and monitoring;Information & resource management;Event planning and fund raising.

Managing and Maintaining Exam Delivery WorkstationsTroubleshooting Network Related problemsAdministering and Invigilating internet Based ExamsResource ManagementSetting up and management of Prometric and Pearson Vue Test Delivery Software

Managing and Maintaining Workstations and Laptop Hardware and SoftwareTraining customers to use Microsoft based softwareSales and Marketing of ICT related Hardware and Software