- Managed a team of 6 support professionals and oversaw the resolution of technical issues escalated from the 1st level support team.- Developed and implemented support policies and procedures to improve the quality of service and reduce customer churn rate.- Analyzed and reported on support metrics to identify areas for improvement and implement corrective actions.- Collaborated with development teams to identify and resolve technical issues and ensure customer satisfaction.- Coached and mentored team members to improve their technical skills and customer service.

- Performed quality testing on software products, ensuring they met the required quality standards before release to customers.- Developed and executed test cases and test plans to verify product functionality, performance, and security.- Documented defects and issues in the bug-tracking system, and collaborated with the development team to resolve them.- Participated in the design and development of automated test scripts to improve testing efficiency and coverage.- Conducted training sessions for other quality test professionals to improve their testing skills.