Mark Dungca Email & Phone Number

Chicago, Il, Us

Chicago, Il, Us

Aliso Viejo, Ca, Us

- Strategically oversaw all project schedules, achievements, and KPIs, managing deadlines, project estimations, test case suites, tools, and regression plans, while reporting directly to the senior VPs.- Facilitated regular scrum meetings to promote knowledge sharing and collaboration with stakeholders, leading to improved team dynamics and project outcomes, and adherence to deadlines.- Transformed the test strategy by researching, developing, and implementing an open-source automation framework using Pytest and Selenium WebDriver. This initiative allowed for concurrent verification across multiple web browsers and client platforms, enabling greater focus on confirming new features, creating and maintaining test cases. Our team was recognized with a corporate award for this achievement.- Implemented automation frameworks across teams for validating front-end UIs and APIs and contributed new code to CI/CD pipelines. This resulted in a 50% reduction in manual sprint and regression efforts, improving the verification turnaround and providing quicker feedback on software quality.- Developed a 'Train the Trainer' program for all QA resources on the Agile methodology, emphasizing best practices in test script creation, script repository maintenance, and defect escalation.- Championed team development and progression among Quality Assurance engineers, developers, and product managers by providing solutions to executive teams; furthermore, I contributed code to address defects and authored new application features.- In-depth understanding of Waterfall and Agile development methodologies, with advanced capabilities in both white-box and black-box testing. Proficiency in tools such as Jira and Confluence.- Leveraged SQL scripting to retrieve and warehouse datasets, verify inputs/outputs, and analyze test data.- Responsible for verifying client agent compatibility on multiple operating systems and web browsers.Achievements: Team honors for Corporate “Hack Day Award”

Round Rock, Texas, Us

- Transformed QA practices into Agile methodology using stories and sprints, increasing customer satisfaction by releasing minor and major features frequently compared to one or two releases on the Waterfall model.- Developed an onboarding process that included a structured QA training course, resulting in the efficient training of both offshore and onshore QA teams, as well as applicable development teams.- Oversaw application compatibility across multiple operating systems, web browsers, and mobile platforms, including iOS and Android, as well as Microsoft Azure cloud environments.- Proactively delivered clear, comprehensive plans and edge cases aligned with project objectives.- Led comprehensive data validation initiatives to ensure the accuracy and integrity of datasets. - Performed API verification with Postman and SoapUI, effectively identifying new defects during sprint cycles.- Conducted proofs of concept for new tools, evaluated the capabilities of the existing toolset, assessed product parity, and presented a cost analysis to the executive team, facilitating the migration to new tools.- Collaborated with sales teams, product support, product owners, project managers, and development teams to size, prioritize, and schedule customer feature requests, ensuring alignment with expectations.Achievements: Awarded the Bronze, Silver, and Dell Champion Award from Michael Dell for exceptional performance.

Round Rock, Texas, Us

- Part of a startup team responsible for leading global Level 1 and 2 Customer Support.- Implemented SQL Backend support to provide custom data reporting, resulting in an add-on service offering. Additionally, I built and maintained Microsoft SQL environments.- Collaborated with cross-functional teams to identify, troubleshoot application bugs, and propose solutions. - Led customer support and training for eSMART Asset Management Tracking and Software Catalog.- Triaged customer issues and promptly escalated support tickets to a higher tier as needed.- Conducted product demonstrations for external teams and customer review. - Maintained a high level of customer satisfaction by providing empathetic and effective support, achieving a customer satisfaction rating of more than 90%.- Analyzed user feedback and application performance metrics to identify trends and suggest enhancements for future updates.Achievement: Promoted to Software Quality Assurance Engineer at Dell.

Us

- Provided global Level 1 and 2 customer support, SQL backend assistance, and training program development for a startup team.- Documented and tracked support requests using a ticketing system, ensuring a timely follow-up and resolution of user-reported problems.- Addressed technical inquiries and resolved SaaS application issues efficiently to ensure smooth operations.- Developed user guides and FAQs to enhance self-service support, reducing repetitive inquiries by 25%.- Built Microsoft SQL Server, Active Directory environments, physical labs, and virtual labs to support testing efforts needed for research and development.Achievements: The technology developed was later acquired by Dell Promoted to Lead Support Analyst as part of Dell. Honored with the Team Player Award by Cynthia Grogan and Paul Jarvie.

- Operated a part-time business specializing in custom computer building and IT consulting, serving small to medium-sized businesses (SMBs) as well as individual clients.- Designed, troubleshot and serviced network-related issues on an ongoing basis.- Installed and troubleshot applications, assuring compatibility across networks and client systems.- Evaluated API application compatibility and communication across wide area network.Achievement: This initiative successfully provided funding for college tuition.

Atlanta, Ga, Us

- Led a team of servers in a high-volume fine dining restaurant, maintaining exceptional service standards.- Developed and implemented a new training program for junior staff, resulting in efficient table management.- Oversaw wine and beverage service, providing recommendations and pairing suggestions, which boosted wine sales by 15% and increased customer retention.- Managed financial transactions, accurately processing payments and balancing cash drawers at the end of shifts.Achievements: Awarded Restaurant Team Player Award by Ted Turner.

Orlando, Florida, Us

- Managed multiple tables simultaneously, efficiently taking orders and delivering food and beverages to meet customer needs and minimizing waiting times. - Collaborated with kitchen staff to communicate orders accurately, ensuring timely preparation and service while maintaining high food quality.- Upsold menu items and specials, increasing overall sales by 25% through effective product knowledge and personalized recommendations.Achievements: Received 2003 award for most appetizers and beverage sold by a waitstaff.

Northbrook, Illinois, Us

- Delivered prompt and friendly service in a busy pizzeria, managing a high volume of tables while ensuring customer satisfaction.- Managed all requirements including dietary restrictions and special requests, resulting in a seamless dining experience for guests.- Streamlined the kitchen and service process, achieving a 10% reduction in delivery time.- Engaged with customers, crafting cocktails, craft beers, and wine, enhancing the overall dining experience.

- Established and managed an auto insurance agency, overseeing all aspects of operations, marketing, and customer service. - Negotiated and secured contracts with multiple auto insurance companies, enhancing product offerings and increasing competitive advantage for the agency.