• 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.• Provided clear and detailed bug reports after investigating, documenting, and tracking software issues through bug tracking systems, such as JIRA and Bugzilla.• Actively participated in daily stand-ups, sprint planning, and grooming meetings, following Agile, Scrum, and Waterfall methodologies.

• 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 engineers to provide solutions to clients.• 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.• Assumed the role of Designated Support Engineer for three high-stake premium accounts and collaboratively engaged with them to introduce and implement best practices, resulting in the consistent high functionality of their environments.

• 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.

• 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.

• 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 and improved customer satisfaction.• 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 more user-friendly and reliable product experience.• 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.