• Managed delivery and innovation of primary internal CSR media delivery tool as well as internal web applications through a scrum team.• Created and executed test cases for manual and IVR voice, outbound dialer, live chat email, tickets, disputes, leads and various other medias using Genesys.• Created and executed test cases for multiple web applications including Genesys skilling application as well as HR and other internal applications.• Supported weekly code deployments and maintenance upgrades by validating new features and ensuring vital system functionality post release.• Assisted with creating, maintaining and running of Selenium automation using Java on an already built infrastructure.• Created and maintained documentation while training new hires, business partners, and colleagues on products our team own.• Supported company split of PayPal/eBay infrastructure and setup of new infrastructure by validating vital functionality of owned applications.• Facilitated end to end efforts for major projects coordinating with multiple teams.

• Managed delivery of innovation products and scalable tools in a quick pace environment.• Created and tracked business requirements and functional requirements from stake holders for accurate development and implementation of new products and services.• Developed reports to show feasible time needed to release products and services in a quick and efficient manner.• Liaison between developers and business units for future and current enhancements.• Created and executed test cases for Quality Assurance (QA) and User Acceptance Testing (UAT).• Created and executed Worksoft Certify automation test scripts for QA and UAT.• Maintained testing environments.• Created help videos with Adobe Captivate for customer base.• Created and maintained policies and procedures for Information Technology Business Systems departments.• Created operation excellence success stories.• Managed team’s Remedy ticket queue.• Managed emails sent to team distribution list.• Created and maintained documentation.• Created and maintained email templates.

• Managed a team of 5+• Managed coverage of a 24/7 support team.• Managed a customer base of 30,000+• Created and maintained active directory accounts and access rights.• Created and maintained Microsoft Exchange accounts.• Created and maintained BMC Remedy accounts.• Created and maintained folder access rights on internal file servers.• Created and maintained distribution lists.• Managed team's Remedy ticket queue.• Managed emails sent to the team's distribution lists.• Created and maintained documentation.• Created and maintained email templates.• Handled escalations from my team.• Handled escalations from customers.• Handled escalations from the level 1 teams.

• Managed a customer base of 30,000+• Created and maintained active directory accounts and access rights.• Created and maintained Microsoft Exchange accounts.• Created and maintained BMC Remedy accounts.• Created and maintained folder access rights on internal file servers.• Created and maintained distribution lists.• Managed the team's Remedy ticket queue.• Managed emails sent to the team's distribution lists.• Created and maintained documentation.• Created and maintained email templates.• Handled escalation from customers.• Handled escalations from the level 1 teams.

• Phone and Chat support for a customer base of 30,000+• Remotely assisted customers.• Managed the team's Remedy ticket queue.• Managed emails sent to team's distribution list.• Created and maintained documentation.