Kandyce Davis Email & Phone Number

Atlanta Metropolitan Area

• Performed rigorous manual and automated testing of web and mobile applications, and reported defects via Jira to ensure the delivery of high quality products.
• Collaborated with product managers, developers, and designers to understand business requirements and create detailed test plans, test cases, and test scripts.
• Executed manual and automated test cases, utilizing tools such as Katalon Studio and Selenium to increase testing efficiency and effectiveness.
• Developed and maintained automated test scripts for regression and performance testing, reducing testing time by 37%.
• Reduced product defects by 80% by using Jira and Azure DevOps to create, manage, and track project tasks, defects, and test cases
• Leveraged Zephyr for Jira to create, organize, and execute test cases within Jira, streamlining test management processes.

Atlanta Metropolitan Area

• Led a team in diagnosing and resolving complex technical issues, achieving a 20% reduction in average resolution time through effective problem solving strategies and streamlined workflows.
• Established a comprehensive knowledge base and detailed documentation for the support team, decreasing the average support time per incident by 20% and improving customer satisfaction by 10%.
• Responsible for initial response, operational assistance, and development of software workarounds and/or resolutions.
• Rigorously tested software bug fixes and patches, ensuring clients received top-notch solutions, by conducting testing of software patches, using JIRA to manage bugs and their fixes, and collaborating with R&D.
• Created solutions to customer problems using effective troubleshooting while providing recommendations and sharing best-practices for their inquiries by using analytical and problem-solving skills.
• Managed the queue by using SLA metrics, working with team leads and managers to ensure timely resolution for all cases.

Atlanta Metropolitan Area

• Analyzed product requirements and developed test scenarios and test cases to identify and report software defects, resulting in a decrease of 10 percent of bugs in production over the last quarter.
• Created and maintained a set of 50 test cases and their associated test results, as part of the documentation for a new web application, working with the software developers and business analysts.
• Participated in daily stand-up meetings and sprint planning sessions following Agile methodologies.
• Used JIRA to better manage and prioritize bug fixes, resulting in a decrease in bugs reported and the time it took to resolve each bug.

Alpharetta, Georgia, United States

• Configured and maintained internal and data center assets containing hypervisors, servers, workstations, group policies, firewalls, multiple domains, and others.
• Clearly documented cases with troubleshooting steps, recommendations, and resolutions.
• Identified and rectified root causes of operating system, hardware, and software program issues, delivering effective solutions.
• Directed a successful project involving the migration of phone systems across four sites, transitioning from Cisco PBX to Mitel Cloud infrastructure.
• Contributed to the implementation of moving from on-premise local Microsoft Exchange mail server to Microsoft Office 365 cloud exchange.
• Spearheaded the conversion of physical servers to virtual machines during the setup of a new data center.

Atlanta, Georgia, United States

• Acted as a technical escalation point for complex issues, utilizing advanced troubleshooting skills to swiftly identify root causes and implement effective solutions, resulting in a 15% reduction in escalated tickets.
• Led cross-functional collaboration between support, engineering, and product teams to analyze trends in customer feedback, contributing insights that directly influenced product enhancements and updates, resulting in a.
• Identify and report network issues, device issues, features issues that are impacting subscribers across the board.
• Manage and resolve technical escalations involving internal/external parties as required to ensure quick customer resolution.
• Trained to troubleshoot advanced product or service issues, including DS1 transport, PRI / CAS / FXS telephony, and DNS.
• Provided support to clients with VOIP voice products utilizing different interfaces.