Robert Ledesma Email & Phone Number

• Oversaw and led comprehensive QA processes, reducing production bugs to less than 0.07% for a $2.299T company by executing detailed test plans, managing a QA team, reducing bugs by 60% through developer collaboration.• Conducted weekly meetings to ensure defect and task bugs received necessary attention, resulting in a 37% quicker resolution time through structured and prioritized workflows.• Developed clean and concise regression coverage through understanding requirements and identifying critical areas, enabling 100% test case execution by non-QA resources when necessary, ensuring seamless transitions and flexibility.• Managed a two-person QA team, effectively delegating test creation and execution responsibilities per test cycle, while leading example and mentoring junior QA engineers in all aspects of planning, development, and testing.• Achieved 100% bug tracking visibility using an in-house bug tracking tool, ensuring all issues were documented, monitored, and addressed promptly.• Identified, isolated, and documented product defects, providing detailed reports and verifying fixes to ensure high-quality product releases, and served as a vocal advocate for quality in every step of the development process.

• Maintained a 99.92+% bug-free production release ratio for all software supported while also increasing uptime for our Online Ordering product by 40%.• Collaborated closely with product management and developers to create robust test plans, ensuring 99.9% resource allocation before the coding/testing phase.• Reduced overall testing time by 18% by addressing quick fix issues directly with developers, resulting in rapid turnaround times for new builds and ensuring all changes were tracked for visibility.• Executed quarterly security penetration testing to ensure the software meets industry security standards, supporting and maintaining a goal 0% unpatched critical vulnerabilities upon discovery.• Facilitated 28% faster inception of new functionality for the Online Ordering product by leveraging inter-departmental connections with necessary expertise to introduce relevant developers to each other and streamline collaboration.• Implemented continuous improvement strategies and proactive issue resolution techniques, resulting in a 20% annual reduction in legacy bugs encountered.

Fort Worth, Texas, United States

• Increased customer satisfaction and retention by 23% within the first 3 months of forming a new 3-person support team, and reduced escalated tickets by 90% by resolving difficult support cases.• Monitored and effectively prioritized ticket queues, with efficient collaboration and communication, resulting in maintaining 100% SLA for response time on open tickets, with 80% of tickets resolved during the first contact.• Led and supported global software installations across multiple time zones, achieving a 97% scheduled adherence rate before business hours.

Fort Worth, Texas, United States

• Initiated, created, and implemented comprehensive training materials for new technicians that optimized training time by 32%, while continuously mentoring 12 technicians across 3 different supported products to improve performance.• Controlled menu updates and distribution for a client valued at $470MM while authoring documentation for a proprietary customer-facing sales report, reducing tickets by 90% within one week and by 100% within a month.

Irving, Texas, United States

I assisted State Farm Agents with anything computer related, utilizing HP Service Desk knowledge base to determine problems and fixes for our Agents. I supported and troubleshot State Farm's proprietary software and hardware issues covering: monitors, workstations, digital cameras, desktop printers, all in one printers, LaserJet printers, laptops, laptop shell swaps, docking stations, and palm pilots. I was responsible for placing orders to replace malfunctioning equipment or dispatch vendors to replace, customize, or install equipment if need be.

Lubbock, Texas, United States

Assisted customers with troubleshooting internet connections and usage. The connections supported varied from dial up, isdn, DSL (ADSL, IDSL, SDSL, & TDSL), & fiber. Support provided included setting up a dial up connection, DSL (dynamic/static) connection, email configurations, virus removal, inability to access certain websites, disconnects, fiber related video and data issues, small network support, wireless connections, and printers. Assistance was given over the phone, via email, and on occasion in person. If via email, follow up calls were made to ensure the issue had been resolved to the customer's satisfaction. Managed customer tickets using AS400.