Jake Astle Email & Phone Number

Salt Lake City, Ut, Us

Lehi, Utah

*Lead a cross-functional team of Automation Engineers, Manual QA, and Technical Support Agents (TSE), driving key decisions in using tools like PyCharm and Postman for API testing, load testing, and ensuring high-quality software delivery.*Oversee the testing efforts in a fast-paced, continuous integration/continuous deployment (CI/CD) environment, managing the successful daily deployment of code to production while minimizing disruption and ensuring stability.*Manage a globally… Show more *Lead a cross-functional team of Automation Engineers, Manual QA, and Technical Support Agents (TSE), driving key decisions in using tools like PyCharm and Postman for API testing, load testing, and ensuring high-quality software delivery.*Oversee the testing efforts in a fast-paced, continuous integration/continuous deployment (CI/CD) environment, managing the successful daily deployment of code to production while minimizing disruption and ensuring stability.*Manage a globally distributed Quality Assurance team, focusing on regression testing, and facilitate their integration into the local team through pair testing strategies.*Mentor and develop the entire Quality Assurance and Technical Support teams, providing tailored training and career development opportunities that align with both personal goals and company objectives.*Coordinate and lead Retrospectives across 8 engineering teams, compiling post-retro reports that identify common pain points, and collaborate with upper management to implement process improvements.*Developed and standardized the workflow process between Quality Assurance and Support, including the creation of priority metrics, reporting standards, and turnaround times for customer-specific bug fixes.*Established and implemented standard processes for TSE to escalate support tickets to engineering, improving communication and resolution efficiency.*Set technical standards that led to a 30% reduction in non-customer bugs, significantly enhancing overall product quality.*Reduced customer bug resolution time by 50% within engineering by establishing a Service Level Agreement (SLA) based on the severity of the bug and the customer’s value to Canopy, achieving an 88% monthly resolution rate. Show less

Lehi, Utah

* Built a high preforming Manual and Automation Engineer Team with over 5 year employee retention average*Built a Philippines Regression Team and evolved their jobs to include back up manual testing for the US Team* Developed a Technical Tier 2 Support team and implemented Technical support standards across the support organization*Created a Regression Test standard for the Manual Team* Represent Company Quality Metrics building out metrics from Jira* Build Team Training for… Show more * Built a high preforming Manual and Automation Engineer Team with over 5 year employee retention average*Built a Philippines Regression Team and evolved their jobs to include back up manual testing for the US Team* Developed a Technical Tier 2 Support team and implemented Technical support standards across the support organization*Created a Regression Test standard for the Manual Team* Represent Company Quality Metrics building out metrics from Jira* Build Team Training for Quality Assurance* Oversaw hiring of new employees* Managed Team budgets * Performed Employee Evaluations and merit increase*Built Tier 2 Support processes internally and Externally* Created a defined SLA and internal bug reporting Process*Develop a quality strategy that was implemented across the company* Refined internal processes to ensure quality was met between multiple departments Show less

Provo, Utah Area

*Quality Assurance Engineer for a team*Oversaw quality for projects worked on*Created Test cases for regression team*Mentored new employees* Participated in the hiring of new employees* Set quality expectations for the team* Identified bugs and assigned priority of criticality*Pushed completed code to production

Salt Lake City, Utah

• Zero Defect standard used to test product• Worked as a liaison between business team and development team, translated business specifications and requirements into functional test cases; worked closely with the development team on analysis & design to meet business requirements and site roll out • Point of contact for Tier III Tech Support to provide recommendations, coaching, and support • Participated in daily scrum meetings for Agile sprint. Worked on sprint planning by… Show more • Zero Defect standard used to test product• Worked as a liaison between business team and development team, translated business specifications and requirements into functional test cases; worked closely with the development team on analysis & design to meet business requirements and site roll out • Point of contact for Tier III Tech Support to provide recommendations, coaching, and support • Participated in daily scrum meetings for Agile sprint. Worked on sprint planning by assigning and tracking scrum activities progress• Use C# and Selenium in Visual Studio for developing tests on web applications• Use SQL to ensure validity of data and testing requirements • Serve as Product Manager for OnBase Plan Review• Analyze requirements and design test plans and cases• Perform manual and automated testing• Perform Functional, Regression, Smoke, Load, Stress, Security, Ad-Hoc, Black Box, White Box, Unit, Integration, System, Acceptance, Performance, Usability, Install/Uninstall, and Compatibility testing• Analyze and communicate test results, defects, and bug tracking using ScrumPoint, Microsoft Test Manager, Software Change Requests, and internal tracking tools• Create appropriate documentation for assigned modules, such as technical knowledge base articles and release notes• Provide motivation and technical guidance to less experienced coworkers in troubleshooting, solving issues, and bugs Show less

Lindon, Utah

• Successfully lead Alianza’s support team in managing the daily cases reported through the Alianza Case Management System, top performer in resolving daily cases, with an average resolution time of less than an hour for less complex cases and complex cases averaging a resolution time of under 24 hours • Built strong relationships with Alianza’s clients, through proven record of knowing Alianza’s systems, having a strong understanding of VoIP, VoIP products, and strong problem solving… Show more • Successfully lead Alianza’s support team in managing the daily cases reported through the Alianza Case Management System, top performer in resolving daily cases, with an average resolution time of less than an hour for less complex cases and complex cases averaging a resolution time of under 24 hours • Built strong relationships with Alianza’s clients, through proven record of knowing Alianza’s systems, having a strong understanding of VoIP, VoIP products, and strong problem solving skills, resulting in prompt resolution times for customer related issues• Assisted in certifying new Analog Telephone Adaptors (ATA) for customers to use on the Alianza Platform• Proactively used Wireshark, SOAP, Rest, SSH to gather information to identify customer related issues and then use the gathered information to provide the troubleshooting steps to the customer to resolve the issue• Created the company guidelines for “Alianza Knowledge Articles”, which included they type of article, the description, how to identify/duplicate, and how to resolve, if applicable, which resulted in less cases creation, and higher customer satisfaction• Actively conducted trainings in person or through webinars for Alianza’s clients• Built training courses specific to Alianza’s VoIP product and how tos use it. Created training courses on the basics of VoIP, common terminology in the industry, and common issues and how to troubleshoot them• Built orientation courses specific to new employees, which resulted in expedited learning, faster time for employees to interact with customers, and a stronger collective knowledge for internal employees Show less

Provo, Utah Area

• Aided in creating a tracking system to reduce the unauthorized sale of Nu Skin products through inappropriate sales channels, which created a quarterly savings of $125,000• Assisted with the implementation of a fraud reduction program, which resulted in saving Nu Skin $500,000 in 2010• Managed an average weekly load of 50 compliance cases, through contacting individual distributors, working through the compliance issue, acting as a liaison for the distributor and Nu Skins employees… Show more • Aided in creating a tracking system to reduce the unauthorized sale of Nu Skin products through inappropriate sales channels, which created a quarterly savings of $125,000• Assisted with the implementation of a fraud reduction program, which resulted in saving Nu Skin $500,000 in 2010• Managed an average weekly load of 50 compliance cases, through contacting individual distributors, working through the compliance issue, acting as a liaison for the distributor and Nu Skins employees, and implementing any sanctions imposed by Nu Skin against its distributors• Lead training with Nu Skin distributors on how to appropriately conduct their Nu Skin business, which resulted in a reduction of distributor sales infractions.• Hosted training sessions with various employees about distributor policies, the sanction process, and how to educate their clients to resolve contractual fractions resulting in a reduction of employee questions and a reduction in higher level distributor infractions• Established agreements with eBay, Amazon, and other online sales sites to prevent unauthorized sales on these sites, then conducted daily audits of these sites to verify the unauthorized sales were removed resulting in a 50% reduction of unapproved sales.• Perused and completed a relationship with Facebook, YouTube, MySpace, to have online content removed the infringed on Nu Skin’s Trademarks and Copyrights, which helped preserve Nu Skin’s brand and maintain overall integrity of Nu Skin messaging• Preformed daily audits of search engines (Google, Yahoo, Bing), for websites that were not consistent with Nu Skin’s policy and contacted the individuals to work towards and implement a resolution• Volunteered weekly to prepare and serve meals at the Food and Care Coalition of Provo Show less

Lehi, Utah

• Managed all digital media related cases reported in XanGo’s case tracking system and through internal emails by identifying the issue, contacting the individual the complaint was against, and resolving the compliant, when necessary implemented company imposed sanctions against its distributors• Performed daily audit of search engines (Google, Yahoo, Bing) for websites that were not consistent with XanGo’s policy, contacted the owners of these websites, and worked with website owners to… Show more • Managed all digital media related cases reported in XanGo’s case tracking system and through internal emails by identifying the issue, contacting the individual the complaint was against, and resolving the compliant, when necessary implemented company imposed sanctions against its distributors• Performed daily audit of search engines (Google, Yahoo, Bing) for websites that were not consistent with XanGo’s policy, contacted the owners of these websites, and worked with website owners to resolve their website issues• Established agreement an agreement with eBay through its VeRO program to remove auctions that infringed on the company’s Trademarks and then managed the relationship to have the infringing auctions removed from eBay• Became an expert in XanGo’s distributor policy, FTC/FDA rules in relationship to Direct Sale advertising, and identifying website owners • Provided regular education to XanGo’s distributor’s through letters and phone conversations about XanGo’s Distributor Policy, and worked to resolve distributor concerns to ensure continual success of the sale of XanGo Show less

Orem, Utah

• Built positive relationships with customers to aid in ensuring customer loyalty• Managed 15-20 employees daily to ensure efficient and effective nightly store closing• Oversaw the hiring, scheduling, and training of Courtesy Clerks and Fuel Center employees• Created an in store training course for newly hired courtesy clerks, which included how to properly bag groceries, how to interact with customers, and the daily job expectations• Conducted daily audits of cashiers… Show more • Built positive relationships with customers to aid in ensuring customer loyalty• Managed 15-20 employees daily to ensure efficient and effective nightly store closing• Oversaw the hiring, scheduling, and training of Courtesy Clerks and Fuel Center employees• Created an in store training course for newly hired courtesy clerks, which included how to properly bag groceries, how to interact with customers, and the daily job expectations• Conducted daily audits of cashiers transactions and then used the data to identify weakness and provide focus training, which resulted in fewer casher errors and faster checkout times • Managed a daily average of $20,000 and balanced the stores books each night• Head of Smith’s Employee Association, with duties that included planning a summer and winter party, and provide team boosting activates.• Volunteered to run the Coke cart yearly, with 100% of the profits going to Primary Children’s Medical Center Show less