Peter Pappas Email & Phone Number

Raleigh-Durham, North Carolina Area

• Assisted in developing a new QA team for pre and post release testing of a new digital distribution platform.
• Developed documentation to bring new hires up to speed on the software and associated front/back end services.
• Helped create and maintain Zephyr test cases for new features and functionality based epics, stories and tasks from the Agile planning board.
• Used the Agile planning board to identify what features were completed and ready for testing by QA for each sprint.
• Attended product planning meetings to discuss upcoming sprints and the associated QA responsibilities.
• Responsible for the setup and maintenance of the QA Test Lab and associated equipment.

Raleigh-Durham, North Carolina Area

• Responsible for the testing of unreleased video games, including generating bug reports.
• Performed daily “smoketests” and build verification tests to identify strong candidates for internal and external testing.
• Created test cases and tools for use in specialized component testing.
• Assisted with the testing analytical event generation.
• Attended play-test sessions to help the development team in improving the game systems.

Chantilly, VA

• Responsible for the creation, setup and deployment of a help desk organization to assist end users in the upgrade and use of a new Department of Defense UFH satellite communications wave-form.
• Generated Concept of Operations and Standard Operating Procedures documentation during the planning stages of the organization.
• Reviewed and tested multiple CRM solutions to find an ideal application for the client, operator and end user.
• Provided weekly usage metrics and general issue reports to the contracting agency.
• Attended the 2009 DISA expo to provide on-site support and setup assistance to attendees.
• Responsible for assisting with the testing and documentation of UHF Satellite Communications planning and testing software.

San Francisco Bay Area

• Responsible for providing phone and email based technical support to end users for a Mac OS/Mobile phone synchronization application.
• Wrote web based knowledge base solutions to help customers resolve their issues without the need for email or phone support.
• Created training for new and existing products to help new and existing support agents.
• Reproduced customer reported issues and provided the necessary information to both the QA and engineering departments.
• Assisted the QA department with testing unreleased versions of the software including all new features and functionality.
• Assisted end users with complex support requests and escalations.

Santa Clara, CA

• Responsible for handling email and phone escalation cases from outsourced call centers for consumer hardware and software.
• Provided direct support for VIP customers who could not get support through the usual channels.
• Assisted the customer care department with resolving the issues of irate customers.
• Attended pre-release product meetings to obtain information to better help the support organization.
• Worked with sustainment engineers in identifying post-release hardware and software issues, finding resolutions and rolling those resolutions out to call and repair centers.
• Provided documentation and training material to the email support center.