• Discovered bugs through exploratory testing outside of test cases, increasing overall product quality.• Routinely focused on continuous improvement and gave valuable feedback in Agile Ceremonies (Retro, Sprint Planning, Refinement) which lead to process improvements within the team.• Collaborated with developers to ensure accurate and detailed Acceptance Criteria, as there wasn't a formal Business Analyst on the team.• Initiated and organized preplanning for QA to further refine requirements and proactively assessed QA needs for user stories, which helped streamlined Sprint Planning.• Created user stories based on out of scope defects to alleviate the workload of the Product Owner.• Discovered and suggested many design and functional changes to the Product Owner, which resulted in a better experience for the end users.• Revamped the product portfolio regression suite, reducing overhead for writing and maintaining test cases during an active iteration.• Automated 20% of our regression test suite with Tricentis Tosca, allowing for more frequent execution, thus improving application stability and quality.• Developed and executed a strategy to ensure UI components were proactively built, which increased the efficacy of our automated test cases. • Provided the QA Center of Excellence (COE) team with meaningful feedback during our Quarterly Touch Bases and Bi-Weekly Community of Practice meetings, which contributed to organizational change and QA discipline maturity for the Kiewit Technology Group as a whole.• From March 2023–June 2023, I helped other areas of Kiewit by assisting an understaffed Equipment team with QA testing on top of my main support role, a discipline in which I had no prior experience at the time. Despite a significant learning curve I was still able to help them meet their testing deadlines with new product version releases.

• Provided Tier III primary functional and technical support to end users on 5+ products.• Partnered with the InEight Compliance product team for its inaugural transition to long term support, which proactively prepared end users and mitigated deployment incidents.• Learned new products quickly in the face of high product turnover on the team, and was still able to provide excellent customer service.• Joined the “Marketing the Culture” subcommittee for KTG Innovation and wrote articles that highlighted areas of innovation within the organization.• Collaborated with the KrewTrac Product Owner to help eventually transition it to steady state support and maintenance. • Became the team representative in weekly product team meetings and vendor calls.

• Provided Tier III primary functional and technical support to end users for 20+ applications, which consisted of third-party vendor and custom developed applications.• Became the single point person for several large scale projects and consequently converted disgruntled stakeholders into raving fans with exemplary customer service. • Created and updated knowledge base articles and support documentation.• Worked with various 3rd party vendors as needed to gain issue resolution in a timely manner while providing ideas for process improvements and product enhancements to target the root cause of repeated issues.• Collaborated with various product teams to ensure communications and processes were completed with seamless service delivery. • Became a subject-matter expert with multiple products, and provided mentorship and training for new team members.• Frequently made recommendations related to workflow and design to the Product team in an effort to give end users the best possible experience.• Regularly received outstanding reviews on customer surveys from end users.• Created validation test scripts for the products our team supported for monthly server patches, which eliminated single points of failure and allowed everyone on the team to perform validations.• Routinely worked late nights and weekends when on-call, and did so until customer resolution was achieved.

• Provided Tier II desktop support of an install base of 35-40 employees. • Implemented SAGE accounting and customer relationship modules for each major department (Service, Residential, Millwork, & Commercial), improving workforce productivity and business process flow.• Managed cybersecurity, end user security levels, passwords, network structure, and folder permissions to help ensure a secure digital network. • Implemented and provided support for various industry specific software platforms including Provia, Adagio, Weathershield, Softlite, Kolbe, & Mastic.• Troubleshooted with the appropriate parties when server problems arose, thereby minimizing lost employee productivity.• Implemented credit card processing and worked with the appropriate parties to help troubleshoot errors that external customers encountered with processing payments online.• Rolled out a third party printing application (PrintBoss) onto Sage 300 accounting software, saving print costs by transitioning from expensive pre-filled forms.

• Conducted bi-weekly IT meetings and made big picture decisions as to what direction the company should take in technology and budgetary related matters. • Troubleshooted desktops, laptops, iPads, androids, and printers for software and hardware related issues.• Assisted users with technical support for Windows 10, Windows 7, Windows XP, & Microsoft Office 365 products.• Escalated issues to software vendors and resolved problems within the company’s SLA targets. • Used the Active Directory tool to create and disable user accounts and reset passwords.• Rolled out 30 new desktops within a two-week timespan.

• Implemented and managed the company’s reputation management software, ReviewBuzz, which directly led to an improved online reputation, changing the Google rating from a 3.7 to a 4.7.• Updated the company website with any changes and created new web pages on Wordpress.• Gave creative and editorial input into TV, Radio, Print, Yellowbook, & Digital ads.• Analyzed digital metrics to help determine how much and where to spend the marketing budget on SEO campaigns.• Created and maintained the company’s social media presence on Facebook, YouTube, & Twitter.• Created promotional, educational, and entertaining videos for our social media channels using PowerDirector, along with digital ads and marketing materials using Photoshop.