Chris Potts Email & Phone Number

North Carolina, United States

Led the quality assurance effort on multiple application upgrades while collaborating with developers and leadership to meet the project goals. Conducted manual testing to verify the functionality, performance, and usability of software during the redesign process. Identified, documented, and tracked software defects found using Kanbanize / JIRA, working with developers to ensure timely resolution of issues. Participated in and led daily status meetings to report on defects and overall testing progress with Management and the team. Recognized by piers for getting up to speed quickly and dedication to a customer-focused approach to ensure a quality product is being delivered.

Winston-Salem, North Carolina, United States

Served as a key member of a software development scrum team as a senior QA tester for corporate online banking applications. Partnered with business and development teams to deliver User Acceptance testing to ensure the accuracy and quality of products and services. Utilized expert knowledge of applications and testing approaches to discover defects and keep projects on track using both Waterfall and Agile Methodologies while also mentoring less experienced staff.

United States

Identified and tracked defects with ALM and supported developers in resolving problems. Wrote and optimized test cases to maximize success of manual software testing and data validation. Collaborated and consulted with peers, colleagues and mid-level managers to resolve issues and achieve goals.

Winston-Salem, North Carolina, United States

Served as the lead Training Coordinator/Process Analyst working with Training Staff to ensure all new changes/updates were correctly covered in training material and working through currently procedures to find ways for Process Improvement.

Winston-Salem, North Carolina, United States

Served as a technical support representative in a call center helping customers with online banking applications. Achieved and held industry-leading customer service ratings for the consistent delivery of high-quality customer support.

Winston-Salem, North Carolina, United States

Provided technical support for Wachovia's Online Banking Platform as an application support specialist. Created and executed functional and regression testing of fixes and enhancements to the Online Banking Platform for Wachovia Bank.

San Francisco, California, United States

Promoted to Senior Technical Support Engineer. Duties include providing senior level technical support, via telephone, to company customers, field engineers (NCR) and technicians who are diagnosing, troubleshooting and repairing complex equipment, computer systems, network systems and/or complex software. Document, in accordance to company standards, support status data: reporting design, reliability and maintenance problems or bugs to technology organization. Respond to situations where standard procedures have failed to isolate or fix problems in malfunctioning equipment, network systems or software. Took calls from customer help desks or field organizations and ensured that field personnel are contacted promptly. Provide input in the writing of Operator and Service Manuals for Technical Service and the development of system troubleshooting guides. Responsible for training/mentoring new Senior Technical Support Engineers. Traveled on occasion to perform on-site troubleshooting and maintenance.

Promoted to TSE. Provided second level technical support, via telephone from company customers. Followed up on outstanding calls to ensure customer satisfaction. Trained/mentored new technical support engineers. Assisted with administrative and technical documentation. Was the only Non-Senior TS Engineer asked to go on-site to help train and support technicians install hardware for a major project.

San Francisco, California, United States

- Hired as a Customer Service Representative. Provided telephone support (outbound) for entry level calls. Worked at a non-technical level with customers to determine cause of failure to our equipment and take appropriate corrective action. Performed order entry of spare parts as required. Interfaced with customers and vendors to answer questions. Performed daily follow-up to ensure that spare parts have been received and verify installation of parts by customers. Performed other job related duties and work on special projects as needed.