David Gragg Email & Phone Number

United States

* Led comprehensive QA testing for web and mobile applications, implementing functional, usability, smoke, and regression tests.* Utilized PivotalTracker to manage QA communication and bug tracking with remote development teams.* Performed API testing using Postman to validate backend endpoints and ensure robust integration between services.* Implemented CI/CD processes to streamline testing and ensure faster, reliable deployments.* Elevated support through knowledge base management, team training, and continuous improvement initiatives, ensuring consistent, high-quality support experiences.Key Achievement: Spearheaded seamless QA and support transitions post-acquisition, ensuring uninterrupted project progress and quality standards.

Kentucky, United States

* Built and managed the support department, achieving a 95% customer satisfaction rate through optimized knowledge base resources and team training.* Developed and executed critical test scenarios for manual and exploratory testing, with plans to introduce automated testing processes for efficiency and accuracy.* Conducted API testing with Postman to verify data integrity and backend functionality, reducing integration-related issues.* Collaborated on CI/CD implementations, aligning testing practices to support continuous, streamlined deployments.* Used metrics to prioritize testing efforts based on defect density and risk areas, increasing QA efficiency and reducing production bugs.Key Achievement: Established a robust support and QA system that enabled the company to complete major projects ahead of schedule with zero major post-release defects.

The Planet

https://www.facebook.com/onawhimexplorer/https://www.youtube.com/onawhimexplorer

Jacksonville, Florida Area

* Designed and managed a support system, integrating tools like Zendesk and Zopim to streamline client interactions and reduce response times.* Produced spec sheets and mock-ups, aligning closely with development to ensure QA practices met company and client goals.* Supervised help desk staff, developed training, and optimized support workflows to reduce ticket backlog and improve resolution speed.Key Achievement: Created training materials and support processes that directly contributed to faster issue resolution and higher client satisfaction.

* Conducted manual testing across black-box, smoke, exploratory, and regression types for .NET web applications and Microsoft Dynamics plug-ins.* Actively contributed to sprint planning, assessing business value, and determining risk for key features.* Identified and reported critical bugs that, if left unresolved, could result in significant payroll penalties, saving the company substantial costs.Key Achievement: Consistently prevented critical bugs from reaching production, maintaining company credibility and safeguarding client financial integrity.

Improved and automated procedures and workflows, effectively saving thousands of man hours and millions of dollarsAssisted with implementation and QA testing of SharePoint serverProvided support for high level executives, including execution of HR responsibilities, organization of Town Hall meetings, interfacing with clients, and providing technical support for internal help deskUsed SQL/VBA to compile intricate metric reports for weekly meetings

Designed and maintained databases utilizing VBA.Increased efficiency, productivity and minimal downtime of warehouse, maintained inventory, and generated periodic metric reports using Crystal ReportsManaged various projects for high-level executivesDesigned intranet based web pages for customer service

Created and published advertisingMaintained private records of clientsPerformed various modalities of massage

Drafted engineering plans, surveys, and site plansFiled for permits with county officialsPerformed receptionist duties, including answering phones, typing memos and letters, filing, etc.

Performed Accounts Receivable/Accounts Payable functionsConducted staff meetingsReviewed and evaluated merchandise lines with customersMaintained, updated, and managed all filing systems.