I initiated and built the testing and quality program from scratch, designing and implementing automated tests and related infrastructure. These systems supported and enabled shorter release cycles while significantly reducing the quantity and severity of bugs reported by customers. I used JavaScript/TypeScript, NodeJS, Cypress, Apex, Bash and GitHub Actions.

Provided quality-assurance testing for web and mobile applications. Collaborated on proof-of-concept web development projects. Worked with developers and consultants to communicate business impact of technical decisions to non-technical stakeholders.

Worked with customers to solve issues of channel sales and inventory data integrity. Made configuration-level changes in proprietary channel data management tool. Collaborated on solutions with the more senior support staff and product engineering teams. Created workflow enhancements and automations within Zendesk.

Built, tested, and executed conference calls for large businesses and organizations, including government agencies and Fortune 500 companies. These included press conferences concerning major legislation (like the Affordable Care Act), environmental/logistical crises (like an oil tanker run ashore), and investor relations calls. Troubleshot issues with technical infrastructure in real time with thousands of busy people waiting for a solution. Recorded and edited broadcast-quality audio.

Assisted in preparation and execution of professional-quality audio recordings. Provided technical and logistical support for staff and freelance engineers, producers, and musicians. Troubleshot software and hardware issues. Assisted in the maintenance of the physical and technical infrastructure of the recording facility. Accepted payments and set appointments for recording and rehearsal sessions.

Built, tested, and executed conference calls. Submitted reports on customer complaints/inquiries in regards to service delivery. Troubleshot technical issues with service delivery infrastructure.