Michael Mcgonagle Email & Phone Number

Nashua, New Hampshire

● Hire, recruit, manage and oversee the training of a 10 person QA team.● Prioritize bugs, tasks and feature requests for multiple web development projects and services.● Manage day to day tasks of QA team.● Assist with sprint planning.● Troubleshoot and debug escalated internal and customer issues.● Debug HTML, JavaScript, APIs and SQL database issues.● Manage test plan creation and maintenance.● Collaborate with product stakeholders for testing requirements.

Nashua, Nh

● Support of more than 4,100 cases from users through multiple sources at once phone,email andonline remote.● Problem solve issues in software systems on desktop, online and mobile platforms.● Identify problems experienced by users. Use of oral and written communication skills to resolve them.● Team work on cases with other technicians, and other customer service representatives.● Gather data for weekly reports on support cases including analysis of trends.● Identify customers to sell upgrades to and matching appropriate product(s) to their needs.● Manage technical support projects including Support FAQ/Knowledgebase.● Create Help Videos and Tutorials● Customer Onboarding for new institutional clients

Nashua, Nh

● Research and analyze of home school market for new business development.● Use social media to disseminate surveys for the collection of primary market data.● Create and develop marketing videos for software products.● Create product comparison datasheet.● Google Mapping project.● Initiate product deployment and marketing in Google Chrome Browser Store.

● Supported software systems on desktop, online and mobile platforms. ● Maintained solutions in the technical support FAQ available to users.● Verification of bug fixes provided by developers.

● Identification of over 1100 bugs in software products, over 380 which blocked release. ● User testing/quality assurance of multiple software systems on desktop, online and mobile platform.● Debugging applications that used a combination of XML, HTML, Adobe Flash/Air, and Mobile.