Lorenzo Castillo, Mba Email and Phone Number

• Experienced with product development life cycle, including security requirements discovery, test case design, prioritization and risk analysis, test execution, metric reporting, exit reports• Demonstrated strong interpersonal skills by collaborating with various teams, cybersecurity analysts, and business stakeholders • Led preparation of security requirements in JIRA for security policy auditing and controls• Created user stories to address user defects and drive new product development, aligning with customer success and needs• Coordinated with the development and project management team to align requirements with security policies and project changing scope• Review team-generated documentation to enhance clarity, correct grammar, and accurate requirements• Produced technical documentation and reported defects to influence the roadmap for potential product features • Generated and maintained QA artifacts to support testing activities for Quality Assurance processes and best practices• Developed and supported the creation of reports and JIRA dashboards for internal and external stakeholders • Created reports and presentations for both technical and non-technical audiences to effectively communicate new customer requirements, both in writing and orally• Proficient in leveraging JIRA and HP ALM to manage projects, prioritize sprint tasks, and track work progress effectively • Worked independently and managed multiple conflicting timelines simultaneously in a fast paced environment• Assisted scrum meetings to provide project status, risks, evidence, and actionable items to cross-functional teams and management for complex initiatives, ensuring alignment with agile best practices and fostering transparency throughout the product• Collaborated closely with Security Engineers and Project Managers to resolve defects and address production issues, enhancing the overall customer experience and satisfaction

•Full life cycle Software Quality Assurance process experience (requirements analysis, test case design, prioritization and risk analysis, test execution, metric reporting, exit reports) •Managed timelines and led end-to-end product test strategy to deliver project start to finish •Documented software defects and verified their resolution, ensuring thorough tracking and effective communication •Proficient in Quality Assurance processes and best practices, ensuring thorough requirements analysis and alignment with business objectives•Managed timelines and led end-to-end product test strategy to deliver project start to finish •Organized and led meetings to communicate project status and risks to the team and management, ensuring alignment and supporting informed decision-making•Cultivated working relations cross-functional teams and business stakeholders to develop seamless end-to-end test engagement •Identified test requirements, proactively detected gaps, and documented exit criteria to ensure comprehensive testing and successful project deployment•Provided weekly test status updates, exist reports, and results to enhance project planning and drive continuous improvement•Partnered with developers and Project Managers to proactively resolve issues and effectively manage the product backlog, ensuring alignment with project goals and timely delivery of features•Performed manual testing as well as automated testing using Selenium WebDriver •Responsible for test planning, implementation, migration, and installation of new releases •Designed and maintained system documentation for infrastructure technology installation, configuration, and troubleshooting. •Provided technical support for the development of large-scale distributed systems •Assisted with developing policies, controls, and standards for installing, configuring, and supporting core infrastructure technologies

• Expertise in managing the complete software QA lifecycle, including requirements analysis, test design, risk analysis, execution, and reporting• Managed timelines and led end-to-end product test strategy to deliver project start to finish • Designed and implemented robust, repeatable test plans, scenarios, and scripts for functional, regression, integration, system, and acceptance testing• Performed hands-on functional, non-functional, regression testing, and NOD validation • Led team on release management and testing lifecycles for SIVR • Coordinated, tracked, and managed defects from identification to resolution, ensuring timely and effective resolution to maintain product quality• Actively participated in sprint accuracy planning meetings to define and align on goals, objectives, and priorities• Developed an automated process to save time building test cases for the SIVR test team • Utilized SQL queries to perform data validation checks on databases. • Optimized test case planning by creating an in-house tool to automated test case creation • T-Mobile Five 9's award, 2008 and 2009” • International Software Testing Qualifications Board (ISTQB) Certification 2008

• Responsible for test planning, implementation, migration, and installation of new releases -Direct Store Delivery (DSD) software.• Experience in troubleshooting network and hardware issues to resolve disruptions and maintain system functionality• Traveled 25% of the time onsite to assist with hardware setup, software installation, and provide customer training• Designed and maintained system documentation for infrastructure technology installation, configuration, and troubleshooting • Provided technical support for the development of large-scale distributed systems • Assisted with developing policies, procedures, and standards for installing, configuring, and supporting core infrastructure technologies • Configured and supervised test environments specific for each customer • Performed SQL queries to test and analyze data • Assisted clients with server configuration and rollout • Responsible for the 24/7 on-call support of all the priority customers

•Full Life Cycle SQA: Comprehensive experience in the full life cycle of SQA processes, including requirements analysis, test case design, prioritization and risk analysis, test execution, metric reporting, and preparation of exit reports. This ensures that all software lifecycle stages are thoroughly tested and validated.• Managed timelines and led end-to-end product test strategy to deliver project start to finish • Document and report defects within established processes and tracking system•Change and Enhancement Requests: Created and managed requests for changes and enhancements, working closely with account managers, developers, and quality assurance teams to ensure all stakeholder requirements are met.•Defect Documentation and Reporting: Skilled in documenting and reporting defects within established processes and tracking systems, ensuring accurate and timely identification and resolution of issues.•Executed comprehensive test plans for Aloha POS systems, ensuring software functionality and stability across multiple environments.•Performed functional, regression, and integration testing to identify system defects, improving software reliability for end-users.•Collaborated with development teams to document, track, and resolve software issues•Validated POS configurations and customizations, ensuring compliance with client specifications and operational requirements.•Monitored software updates and patches for Aloha POS, verifying proper implementation and functionality before release.•Trained and supported end-users by creating detailed test cases and scenarios, enhancing their understanding of system features.•Provided detailed QA reports to stakeholders, highlighting findings, risks, and recommendations to improve product quality.•Ensured compliance with industry regulations and best practices, safeguarding data security and system integrity

•Inbound Call center: technical support of the Aloha Point of Sale for restaurants and hotels•Provided Tier 1 and Tier 2 support for Aloha POS systems, assisting restaurant staff and business owners in troubleshooting hardware and software issues.•Resolved customer inquiries efficiently, achieving an average first-call resolution rate of 95%, reducing downtime for clients.•Guided clients through Aloha POS system setup and configuration, ensuring smooth implementation and alignment with business needs.•Documented support cases thoroughly in CRM tools, maintaining detailed records to enhance knowledge-sharing across teams.•Collaborated with cross-functional teams, including developers and field technicians, to address complex system issues.•Educated users on Aloha POS features and best practices, increasing customer proficiency and satisfaction.•Analyzed recurring technical issues to identify trends and propose solutions, contributing to system updates and improved user experience.•Maintained high customer satisfaction scores, consistently exceeding service level agreements (SLAs).•Handled high call volumes efficiently, prioritizing tasks to meet performance metrics while maintaining service quality.•Acted as liaison between Spanish-speaking countries and corporate office, hardware vendors and end users, and account managers