As a team revamped the Request Time Off and Leave of Absence user experience to provide a more user-friendly UI• Thoroughly tested the program to ensure existing functionality for the RTO and LOA tasks met customer requirements and provided a much better user experience with the new re-developed tasks• Interact effectively with other teams such as UI-Platform and Mobile to integrate the new product with the existing code without causing any regressions • Provided demos to stakeholders to receive feedback and prioritize new features and user experience improvements • Minimized any missed potential bugs by hosting group tests; diagnosed problems and reported bugs and improvements to development

As a team, delivered an Absence Threshold solution for Admins/Managers to set, change, and review based on locations and job profiles; A specific task from Apple that improved their worker experience at their brick-and-mortar stores.• Extensively tested around contextual security to ensure managers only saw thresholds for employees directly under their supervision.• Used and managed a software-based bug tracking system to document bug discovery and resolution• Ensured thresholds accurately display the number or percentage of the threshold still available for employees, and in case the threshold had been met, no workers would be able to take time off• Hosted daily scrum meetings, bi-weekly retrospective meetings, and planning sessions to ensure the coordination and integration of output from the teams by eliminating all impediments• Trained new QA Staff on company policies and client-specific applications and procedures• Verified the defects, investigated problems, and followed up with developers on the result

Developed and executed a comprehensive regression test to ensure current balances were still calculated accurately • Ensured worker reports remained accurate for managers to utilize that information to streamline time off-entries and approval processes.• Extensively tested with OX 2.0 (Object Transporter) to migrate configuration data for the object and the dependent objects• Analyzed test results and recommended corrective action to ensure nightly configured background tasks re-calculated workers' balances correctly • Improved customer-facing documentation for technical training on the systems to reduce bug issues and increase performance• Diagnosed problems by reviewing log files and recording all pertinent information in the defect-tracking system

Collaborate effectively with the Absence Management Support Team to assist customers experiencing pain points and software malfunctions by providing fixes and workarounds. Maintain 98% customer satisfaction as a team. • Triage customers reported issues to define the severity and priority of customer product defects for resolution• Build regression and acceptance test scenarios to ensure fixes that have gone out to customers do not cause regressions with existing functionalities • Participate in determining test methodology and test data setup for configurations, business and transactional processing, web services, and reporting• Assessed unresolved system defects for customer impact; provided sign-offs based on severity, risks, and mitigation• Provide top-level technical support for escalated customers issues by creating reports to track the progress of the quality program and identify improvement areas• Reduced 40% internal bug backlog by closing out 5+ years old longer reproducible Jira • Continually review feedback from the client to identify opportunities to improve customer experience across the support journey• Plan and perform functional, automated, security, performance, and regression tests on Web and Mobile applications to provide solutions for customers based on their specific needs and goals• Think creatively and consider issues from a customer perspective while bringing a pragmatic approach to the solution• Work within an Agile process with Jira to track and manage user stories and document defects and feature requests

Appointed as the Corporate Technology Integration (MINS 301) tutor to assist with augmenting core components and helping my peers grasp the sections curriculum.

Mobile device repair specializing in Apple products. Simultaneously provided services while maintaining customer relationships. As a sole-proprietor, I developed first-hand experience with the entire business process and life cycle.