Gabrielle Mack Email & Phone Number

Manchester, Nh, Us

Manchester, New Hampshire, United States

As a Genius at Apple, I take on the role of a hardware and software technician. This is a customer focused position that requires me to have strong people skills, along with strong troubleshooting and problem solving skills. I adhere to a schedule of appointments where I must diagnose customer device issues in a brief time frame, and then I compassionately offer a diagnosis and solution. Often times solutions are educational opportunities where I can teach a customer a new skill. After triaging a customer’s issue I check the device in for hardware or software repair if necessary. I am responsible for completing repairs on Apple devices such as iPhone, iMac, and MacBook.

Manchester, New Hampshire, United States

As a Chef, I was responsible for studying recipes and menus, creating and completing prep lists, and preparing quality dishes during service. I worked for a scratch kitchen, which meant we prepared all of our food with fresh ingredients. All plates were held to a high presentation standard. This small kitchen required strong prioritization skills and timing to ensure that plates came out in timely manner for good customer experience.

Manchester, New Hampshire, United States

As a Principal QA Engineer, I took an active role in developing and rolling out quality assurance standards and best practices. I assumed a leadership role within my scrum team and QA department. I onboarded and supported newly hired QA Engineers and contractors. I advised on software design and identified improvements for our legacy software. I created training documents, wikis, and Postman collections to help disseminate knowledge. I assisted product owners with getting their projects and development requests prioritized for development and QA. When production incidents occurred, I typically ran the war room for QA and sometimes for our integration team as a whole.

As a Quality Assurance Engineer, I was responsible for creating and executing end-to-end test plans. I supported SNHU’s integration department by testing custom software and applications; code and configuration updates for the student information system (SIS); flat file integrations with vendors; and API integrations between the SIS and our Salesforce CRM. My test plans and cases were developed after thorough review of functional design specifications and business requirement documents. I maintained test plans and tracked defects in Azure Dev Ops. I worked with a scrum team and stakeholders to ensure our projects met technical and business standards.

Manchester, New Hampshire

As a Quality Assurance Engineer, I was responsible for creating and executing end-to-end test plans. I supported SNHU’s integration department by testing custom software and applications; code and configuration updates for the student information system (SIS); flat file integrations with vendors; and API integrations between the SIS and our Salesforce CRM. My test plans and cases were developed after thorough review of functional design specifications and business requirement documents. I maintained test plans and tracked defects in Azure Dev Ops. I worked with a scrum team and stakeholders to ensure our projects met technical and business standards.

Manchester, New Hampshire

As an Operations Analyst, I was part of leadership for the ITS Service Delivery Team. I directly assisted the Manager of the Knowledge Base team and the Director of the Help Desk. My primary duties were to aid in the creation and monitoring of our service level agreements and to create reports for our Quarterly Business Review meetings. I had a pivotal role in the onboarding of our external help desk. My responsibilities for this effort were to travel to train our new liaisons on-site at the Stefanini Detroit office; attend contractual meetings; and create regular reports to monitor their performance. In addition to these duties, I also regularly supported problem managers with developing issues, and incident managers in war rooms.

Manchester, Nh

As a knowledge manager, I was asked to build a Knowledge Base infrastructure for our help desk’s otherwise unstructured collection of knowledge articles. This position was created for me, and I was able to use the opportunity to build out an entire team that continues to provide a knowledge management service to SNHU. Initially our Knowledge Base articles were in One Note, and I was able to migrate them to the Service Now platform. I created templates and organizational structure for the knowledge base. Drawing from my help desk experiences, I was able to create articles that increased consistency, accuracy, and efficiency of our help desk technicians. I was also able to create an external customer facing KB, which allowed students, staff, and faculty to get support on common issues outside of help desk hours.

Manchester, New Hampshire

As a Customer Liaison, I supported our students, faculty, and staff by resolving hundreds of Help Desk tickets in ServiceNow using the ITIL methodology. I included detailed notes in all my closed tickets and escalated major incidents or problem records as identified to Tier III. I created training documents to help onboard new technicians. I also supported the rollout of new softwares and applications by participating in user acceptance testing and deployment.

Masters, Cybersecurity

Bachelor'S Degree, Psychology