Michael C. Verd Email & Phone Number

Remote

QA:• Completing regression test scripts in PractiTest.• Smoke testing app, web and server releases.• Regular sanity testing of iOS and Android app builds.• Completing all manual testing requests assigned via Atlassian Jira ticketing.Technical Writing• Writing new and updated Help Center articles as needed (FAQ, How-To's, Features)• Creating short videos and animated GIF's to illustrate software features.• Writing Confluence pages to assist support staff with using new software features.Customer Support:• Troubleshooting the ExtendedCare app, web (webRTC) and server issues.• Responding to customer tickets raised in Jira via email and video calls.• Creating bug tickets and feature requests based on customer feedback.• Escalating issues raised to Engineering team.• Raising tickets to external software developer support teams, eg Webex, Twilio and others.• Updating software configuration with JSON data to customize features to customer's needs.

Remote

• Technical assistance for patients and providers connecting via video visits on multiple platforms.• Assisting patients with MyChart scheduling issues and questions pertaining to video visits.• Working with Epic, MyChart, Extended Care Cloud, ServiceNow.• Manual testing of applications in iOS, macOS, Android, and Windows environments. Defect management. Delivering timely reports to managers and clients.

United States

• Troubleshooting and resolving desktop and mobile device hardware and software issues.• Hardware repairs and upgrades.• Variety of small business services from purchase consultation to creating a web presence; also editing existing web sites and limited graphic design services.

Greater Sacramento

• Assist in maintaining store's entire inventory - products, parts, tools, supplies, etc.• Ensure product availability, complete inventory tasks, and keep the stockroom organized as new products arrive.

Greater Sacramento

• Act as customer first line of support; ensuring problems are accurately diagnosed and resolved in a timely manner.• Documenting all troubleshooting steps with detail and accuracy.• Diagnosing mobile devices, desktop computers, and peripherals; performing software updates and installations, resolving network connectivity issues, troubleshooting password issues.• Certified iOS Technician; repairing nonfunctioning and physically damaged devices.• Intructing clients on setup and use of new devices and answering questions, concerns.• Mentoring peers and assisting new employees in troubleshooting, diagnostics and documentation.

Greater Sacramento

• Assisting customers to set up new mobile devices and computers.• Instructing customers with new software and hardware; personal training and help to acquire the basic skills they need to get started on photo, video, and music projects.• Troubleshooting physically damaged and nonfunctional devices; triaging and documenting trouble found with devices; checking devices in for repair.• Assisting customers with peripheral device and network issues; troubleshooting customer password issues.• Performing functional tests of repaired devices and delivering these to customers ensuring all issues resolved.

Los Angeles, California

• Assisting customers to set up new mobile devices and computers.• Instructing customers with new software and hardware; personal training and help to acquire the basic skills they need to get started on photo, video, and music projects.• Troubleshooting physically damaged and nonfunctional devices; triaging and documenting trouble found with devices; checking devices in for repair.• Assisting customers with peripheral device and network issues; troubleshooting customer password issues.• Performing functional tests of repaired devices and delivering these to customers ensuring all issues resolved.

San Diego, California

• Providing tailored technology solutions to professionals, creatives, students, and a diverse clientele in one of the busiest stores in the United States.• Achieved top sales in accessories during promotional periods.• Assisted customers setup and use new Apple devices.• Assisted customers perform iCloud and iTunes backup and restore of iOS devices.

Ca

• Selecting, editing, and color correcting images for print or web publication.• Professional scanning, retouching, and duplication of new and/or damaged prints.• Designing simple flyers, brochures, and other print publications for ads, marketing campaigns.• Creating websites for small businesses to establish an online presence and/or start online sales.

Missoula, Mt

• Photo lab operator, developer of analog film and print.• Customer service; checking in film for development and copywork requests.• Photo equipment sales and visual merchandising.• Studio photographer; family, children, and couple portraits.