Providing top-tier customer support, technical support, training, triage, escalations and resolutions.Business analysis and technical recommendations. Proposing future development tasks and recommendations for engineering. Writing use cases/user stories. QA testing.

Manual Quality Assurance testing for web and mobile applications. Logging visual and functional bugs and errors in various Agile development tools, notably Jira.

Helpdesk Support: Triage, discovery/troubleshooting, prioritization, scheduling, escalation, resolution follow-up, customer success and support.Ownership of the support ticket lifecycle and client communication.Feature request discovery, writing use cases/user stories.On-call Salesforce Admin for 17 Client systems: User setup and support, testing, troubleshooting and bug reporting, Monthly and quarterly Client reviews: discuss priorities, objectives, status updates, budget planning and budget allocation.1st point of contact for client communication.Manual Quality Assurance TestingTesting Salesforce implementations and proprietary database and case management software. Writing/executing test case plans, building client-facing testing guides for UAT releases. Testing acceptance criteria of completed feature dev/user stories.Design: Client facing and internal guides and training documents.Onboarding and training guides.System User Manuals, TutorialsWriting, editing, proofreading and style guide checks.

B2B SaaS Customer Success, Account Management, Operations Management, Customer Support.Fulfilled over 250 project contracts, totalling $4 million.Worked with site managers to coordinate and complete over 2,200 site visits, documenting specific time-sensitive milestones.Responsible for 45-60 projects simultaneously, all stages of the project lifecycle.Planning and prioritizing conflicting events, changing schedules.Primary point of contact for all client requests, training, troubleshooting, scheduling, delivery. Technical support for the territory.User Acceptance Testing of Beta features and releases.

Performing traditional music of Ireland, Scotland, England and Wales. Played on the Great Highland Bagpipes (Scotland and Ireland), Scottish Smallpipes, Border Pipes (Lowland Scots) and Uilleann Bagpipes (Ireland).Available to perform public and private events including weddings, funerals, private celebrations, holiday events and festivals , school demonstrations and features in albums (recording studio work).

Taught traditional Irish music on the Uilleann Bagpipes. Fundamentals, advanced techniques and ornamentation (on chanter).Focus on session repertoire, articulation, improvisation, technicality and critical listening.

Machine Programming, Operations. Quality control inspection