Test new product releases, features, regression, and integration.Create and implement testing methodologies as the Quality Assurance Team did not exist before I moved from Customer Support to the newly created Software Quality Assurance department.Creating detailed, acceptance tests, testing plans, testing cases, and bug reports.Create and maintain Quality Assurance documentation that is always up to date.Implement Quality Assurance best practices, and assist in the strategy for automated and manual testing.Assist the QA Tech Lead with managing OKRs and reaching quarterly goals.Assist customer support team in reproducing and troubleshooting user-reported issues.Creating and following up with bug fixes found/reported by the customer support team.Collaborate closely with our engineering team to ensure successful launch of new features and products, and promptly verify their functionality upon going live. Provide ongoing feedback on usability, design, and potential pitfalls of new features, ensuring alignment with specifications defined in collaboration with Project Managers and Designers.Train new Quality Assurance team members during onboarding, creating and delivering training materials created by me as necessary.Use ticketing systems such as Zendesk, Jira, Airtable and Shortcut to deliver and manage tasks.

Responding to customers within SLA.Maintaining a positive, empathetic and professional attitude toward customers at all times.Keep track of feature requests and let users know when the feature is launched.Dealing with billing tickets such as payments, refunds and disputes.Communicating and coordinating with colleagues as necessary.Ensure customer satisfaction and provide professional customer support.Identifying bugs on products and letting the engineering team know so they can be fixed before the fire starts.Walking customers through the product and providing them with the right directions to achieve what the customer needs.Handling all inbound and some outbound client communications through phone and chat interactions while providing the best-quality client experience.Experience in Zendesk for tickets and live chats.Experience in Jira to log bugs and send them to the engineering team.Experience in Shortcut to log bugs, create new tickets and manage tickets.

Database Administration.Database Programming.Systems and Database Modeling Using UML, ERD, MDR.Modelling Using Normal Forms such as 3NF and BCNF.Systems Deployment and Data Importation Routines.Installation and Configuration of Geographic Databases PostgreSQL + PostGIS.Utilization of SVN, SSH, FTP, and Sockets.Knowledge of Programming Languages JAVA and PHP.Development in MVC Model and Object Orientation.Experience in Development Environments using RUP and SCRUM.

Install and maintain databases such as PostgreSQL and MySQL Database Administration and Programming PGPL SQLSystems and Database Modeling Using UML, ERD, MDR.Modelling Using Normal Forms such as 3NF and BCNF.Systems Deployment and Data Importation Routines.Installation and Configuration of Geographic Databases PostgreSQL + PostGIS.Use PostGIS shape files to delimit areas on Maps.Utilization of SSH, FTP, GIT and Sockets.

Teaching English Classes Using the Callan Method (English Immersion).Teaching Conversation Classes from Basic to Advanced Levels.Assessing students' performance based on grades assigned within fixed deadlines.English Reinforcement and Private Lessons from Basic to Advanced Levels.Translation of Technical Manuals (Computer Science) from English to Portuguese (freelancer).

Agente de Help Desk Bilíngue na MLB SportingBet em Dublin.Trabalhar com Ticketing System para resolução e acompanhamento de protocolos de Helpdesk aberto pelos clientes. Suporte a usuários via e-mail, telefone e live chat.