Geoffrey Coons Email & Phone Number

Atlanta, Georgia, United States

• Drive end-to-end software quality, while focusing on ensuring strong customer experiences and instilling quality as a core discipline into every aspect of the product development organization and the company as a whole• Responsible for the overall testing strategy and tactics, including environments and tools with a focus on requirements management, test case management, test design, test automation, continuous integration, performance, and security• Develop, track, report, and act upon metrics and KPIs that provide transparency and continuous improvement of product development effectiveness and product release readiness from a quality perspective• Lead continuous improvement initiatives with defined benchmarks and measures that focus on product quality• Ensure compliance with standards for reporting and tracking of defects and their resolution across the entire product suite• Collaborate closely with product management and engineering teams to define acceptance criteria and validation of those criteria• Create, Maintain and execute detailed, comprehensive and well-structured test plans and test cases for web, mobile, API, security, performance, black box, white box, regression testing• Identify, record, document thoroughly and track bugs• Maneuver various network and cloud configurations.• Build and monitor automated tests and notify engineering teams of failed test.• Estimate, prioritize, plan and coordinate testing activities

• Main liaison between the development team and Support/Field team. Acted as "translator" to the engineering team to communicate real work customer experiences with our products into technical, specific action items.• Managed team of 18 technical support engineers responsible for providing exceptional customer support services to clients globally. • Oversaw exponential company growth while maintaining peak customer service. From 80 locations when I started, to 1500+ in 3 years - 26 countries.• Identified and analyzed trends in customer issues and complaints, and develop solutions to address these problems.• Supervised technical support teams and document costs, impacts, and services.• Managed support related vendor relations, service level agreements, and training for staff.• Enforced and improved documentation and maintenance strategies.• Defined and communicated strategies for developing and improving service and response times.• Worked with product marketing and training team to prioritize knowledge base articles for customer “self” support and reference • Worked with the software and development team to prioritize digital tools to improve system and support documentation as well as to provide visibility into support and system data (centralizing and interconnecting documents, tickets, survey results, common issues, bugs associated with updates and feature rollouts) • Implementation/onboarding and system configuration/PMS integrations for all onboarded clients.

Greater Atlanta Area

- Managed and mentored personnel in the IT and Auditing departments. Lead the way as we integrated with multiple platforms for multiple customers.- Self-taught use of Robotic Process Automation and deployed it to our company. These automated processes cut down on the number of man-hours required in every area of the company. This increased productivity and morale company wide by reducing the amount of tedious, time consuming tasks employees had to perform.- Analyzed and maintained database operations for the company. This included dashboard POI's for clients and managing 100's of users and their access to our system.- Lead the security projects for the building to completion. This included all Access Control, security cameras, and alarm system.- Built Web and Database servers using full AWS integration.- Developed working relationships with the countries leading LTL carriers in order to integrate systems and automate as many processes as possible.- Set up and maintained Datazen server and reporting services.- Spearheaded the entire auditing process for all shipping operations.- Developed SQL server processes to allow for quick and efficient auditing for over 3500 shipments per month.- Maintained all internal general IT troubleshooting.- Worked hand in hand with customers IT departments and supply chains to help develop and optimize shipping processes.- Set up and maintained multiple 3rd party software programs for integration of customer systems including Datazen, Zoho, TMW, Efreight Solutions- Formulated Excel documents and reports using Macros, Power Pivot, Power View, Power Map for automated auditing and analytics.

Alpharetta, Ga

• Configured and supported a production environment for 24 clients containing 3 web servers, 8 application servers, and 3 database servers.• Collaborated with Database, Development, Client Services, and Release Management teams to resolve issues.• Root cause analysis of application systems.• Resolved system problems and edited production environments.• Provided technical support, aided in root-cause analysis.• Was part of a 24/7 on call rotation that ensured all systems maintained 100 % credibility at all times.• Setup and supported multiple clients using IIS Manager, RabbitMQ, and Octopus Deploy.• Configured multiple FTP accounts and worked closely with clients to ensure the correct processes and functionality was achieved.• SQL troubleshooting and reporting• Implemented and configured Systems Center Operations Manager 2012• Monitored and supported over 40 websites for 17 clients.• Ensured invoices and print batch letters were correctly processed while maintaining PCI compliance

Designed and Maintained Webpage. Installed security systems for multiple corporations. Programmed security systems for Access Control and Video Surveillance.

Completed Air Force 5-level aircraft structural maintenance training.-Proficient in sheet metal and structural layout and repairs on multiple aircraft including: C130, CV-22(OSPREYS), A-10, H-60, F-15. -Ability to use precision technical plans, blueprints, drawings, and models.-Trained in Advanced Composites inspection, installation, repair, removal, and replacement e.g. BORON, FIBERGLASS, GRAPHITE, and HONEYCOMB.-Trained in Corrosion identification, inspection, treatment, removal and repair.

Bachelor Of Science (B.S.), Computer And Information Sciences And Support Services

Computer Information Systems