A2Z Sync helps automotive dealerships successfully transition to a one person sales model by providing a leading edge software platform along with operational readiness assessments, intensive in-dealership training, and ongoing technical and training support.Contracted with A2Z Sync to assist in the development and testing of new feature work as a result of their partnership with a new company (currently under NDA). Additional details will be available when approval has been given by… Show more A2Z Sync helps automotive dealerships successfully transition to a one person sales model by providing a leading edge software platform along with operational readiness assessments, intensive in-dealership training, and ongoing technical and training support.Contracted with A2Z Sync to assist in the development and testing of new feature work as a result of their partnership with a new company (currently under NDA). Additional details will be available when approval has been given by both parties.• Took ownership of feature specific work in an Agile environment, working primarily with Kanban.• Assisted in the testing and completion of pre-existing user stories and bug fixes.• Performed web-based, API Endpoint and database testing.• Created documentation and feedback regarding team workflows and testing processes.Key Accomplishments:• Received high praise for test note structure and clarity.• Implemented a screen recording repository for the QA team to assist with onboarding and training.• Attained mastery of assigned new features, while also becoming skilled in legacy functionality. Show less

CFaD is the sole licensed operator of Fitwel, a web-based healthy building certification system. Fitwel was originally created by the U.S. Centers for Disease Control (CDC) and Prevention and U.S. General Services Administration. Short-term position with the company, which was organized as a start-up with 40 employees.• Coordinated with the Engineering and Product departments to determine what quality assurance processes were in place.• Planned, organized, and created Quality… Show more CFaD is the sole licensed operator of Fitwel, a web-based healthy building certification system. Fitwel was originally created by the U.S. Centers for Disease Control (CDC) and Prevention and U.S. General Services Administration. Short-term position with the company, which was organized as a start-up with 40 employees.• Coordinated with the Engineering and Product departments to determine what quality assurance processes were in place.• Planned, organized, and created Quality Assurance processes. Documented these processes for future QA hires.• Performed manual web testing of fixes and new features delivered by developers.• Facilitated daily, weekly, and bi-weekly SCRUM ceremonies. Hosted meetings with management to provide status updates.Key Accomplishments• Created the foundations for the company’s first Quality Assurance team.• Implemented release lockdown process, developed release notes, announced, and documented release details.• Reorganized and prioritized the entire backlog, reducing the amount of user stories and defects by 60%.• Provided coaching and training to newly hired QA engineer contractors. Show less

Articulate Global, LLC is a SaaS company that develops e-learning software, content, and resources for workplace learning. They provide creator tools to create, distribute, and manage online training courses. Joined the company in 2012 and moved to the Engineering department as a Quality Assurance Engineer in 2014. Primarily responsible for manual testing of software.• Performed manual testing of desktop software, web browser output and mobile output.• Executed regression testing… Show more Articulate Global, LLC is a SaaS company that develops e-learning software, content, and resources for workplace learning. They provide creator tools to create, distribute, and manage online training courses. Joined the company in 2012 and moved to the Engineering department as a Quality Assurance Engineer in 2014. Primarily responsible for manual testing of software.• Performed manual testing of desktop software, web browser output and mobile output.• Executed regression testing prior to all major releases, ensuring product functionality and output remained stable.• Facilitated and participated in daily, weekly, and monthly SCRUM ceremonies.• Verified changes to be released by collaborating with multiple feature and bug fix teams.• Scheduled, released, and announced new releases both internally and to external users.• Responsible for organizing, facilitating, planning, and testing of new features as a feature crew leader.Key Accomplishments• Became a resource for the team by writing helpful and thorough test plans and documentation.• Proactively took on additional responsibilities, including the release management of BETA releases and announcements.• Inspired the implementation of a team dedicated to resolving user-specific issues and feature requests.• Mentored, trained, and collaborated with newly hired Quality Assurance Engineers. Show less

Articulate Global, LLC (continued). Initially worked in user-facing roles as a Community Manager, Success Team Member, and Senior Community Moderator. Primary responsibility was communicating with end users and troubleshooting reported issues. Transferred to the Engineering department in 2014.• Communicate with users directly via company’s community forums to assist customers with questions and troubleshooting.• Create example projects using the company’s software to share with… Show more Articulate Global, LLC (continued). Initially worked in user-facing roles as a Community Manager, Success Team Member, and Senior Community Moderator. Primary responsibility was communicating with end users and troubleshooting reported issues. Transferred to the Engineering department in 2014.• Communicate with users directly via company’s community forums to assist customers with questions and troubleshooting.• Create example projects using the company’s software to share with users experiencing difficulties with a project.• Assisted in the development of the Success Team, providing quotes, and troubleshooting for prospective customers.• Responsible for handling escalations from the community forum and tier 2 support teams.Key Accomplishments• Advanced four roles within the company by 2014, prior to moving to the Engineering department.• Responsible for mentoring and training new Community Moderators and support agents up to tier 3 support.• Became a resource for customers that required solutions to complex projects using the software.• Reached over 10,000 forum posts by 2014. Show less

● Evaluated and categorized over 10,000 websites monthly, enhancing content relevance and utility for a leading search engine.● Screened and reported approximately 500 inappropriate or harmful contents per week, contributing to a 40% improvement in search result safety.● Conducted over 200 detailed experimental tasks per month, playing a key role in boosting user search experience satisfaction by 25%.

● Proofread and assigned thousands of keywords monthly, ensuring their correct alignment with user queries.● Conducted detailed analysis of keyword relevancy and search intent to optimize query matching.● Identified and corrected keyword categorization errors, improving the accuracy of search results by 20%.● Collaborated with the SEO team to refine keyword strategies, contributing to a 15% increase in search engine rankings.● Incorporated advanced proofreading tools and… Show more ● Proofread and assigned thousands of keywords monthly, ensuring their correct alignment with user queries.● Conducted detailed analysis of keyword relevancy and search intent to optimize query matching.● Identified and corrected keyword categorization errors, improving the accuracy of search results by 20%.● Collaborated with the SEO team to refine keyword strategies, contributing to a 15% increase in search engine rankings.● Incorporated advanced proofreading tools and techniques for efficient and error-free keyword processing. Show less

● Monitored and updated customer communication via forums and support databases, handling over 100 interactions daily.● Addressed and resolved player tickets related to harassment, cheating, technical support, and general inquiries.● Vigilantly monitored in-game activity, identifying and reporting suspicious behavior to prevent exploitation and maintain fair play.● Collaborated with the development team to communicate frequent player concerns, leading to a 10% improvement in user… Show more ● Monitored and updated customer communication via forums and support databases, handling over 100 interactions daily.● Addressed and resolved player tickets related to harassment, cheating, technical support, and general inquiries.● Vigilantly monitored in-game activity, identifying and reporting suspicious behavior to prevent exploitation and maintain fair play.● Collaborated with the development team to communicate frequent player concerns, leading to a 10% improvement in user satisfaction.● Managed community engagement and moderated forums, fostering a positive and inclusive gaming environment.● Implemented and enforced game policies to maintain a safe and enjoyable experience for all players. Show less

● Managed over 200 daily email requests, offering advanced Tier 3 support for broadband customers.● Executed various tasks, including handling cancellations, account upgrades, downgrades, and reactivations, to achieve high customer satisfaction.● Managed inbound calls from end-users and vendors for troubleshooting and ticket update inquiries.● Coached new agents on their initial calls and supplied trainers with constructive feedback to enhance training quality.

● Delivered comprehensive customer and technical support for new users across PC and Mac platforms, addressing over 50 queries daily.● Escalated complex cases to relevant departments, ensuring swift and effective resolution.● Compiled and delivered detailed reports to team leads and supervisors, enhancing team performance tracking.● Earned promotion to Email and Tier 1 Support, demonstrating advanced troubleshooting and customer service skills.● Monitored and evaluated new… Show more ● Delivered comprehensive customer and technical support for new users across PC and Mac platforms, addressing over 50 queries daily.● Escalated complex cases to relevant departments, ensuring swift and effective resolution.● Compiled and delivered detailed reports to team leads and supervisors, enhancing team performance tracking.● Earned promotion to Email and Tier 1 Support, demonstrating advanced troubleshooting and customer service skills.● Monitored and evaluated new support staff, contributing to a 20% increase in team efficiency.● Advanced to the role of Training Assistant, playing a key role in staff development and allocation.● Contributed to the development, design, and scheduling of training modules, improving training effectiveness by 15%.● Facilitated the optimal assignment of new staff to appropriate departments, ensuring a 30% faster onboarding process. Show less