Robert Fuller Email & Phone Number

Pleasant Grove, Utah

-- Tasked with ensuring our software products pass various phases of testing on several different Operating Systems, so they can meet targeted release dates. These test are, but not limited to, acceptance, regression, smoke, stress, and load testing.-- Tasked with reproduction of filed production defects, which someitmes requires out-of-the-box thinking, and provide additional instructions / steps that may not be provided in the filed defect.-- Tasked with training new QA employees on products they will be supporting-- Tasked with attending a daily scrum/standup to provide updates to my team, on what I did the previous day and what I will be doing the current day.-- Tasked with adding to our QA KB, within Confluence, by adding new entries and cleaning up any current entries to ensure they're as accurate as possible.-- Tasked with providing daily support, if needed, to other QA members that might be stuck in their testing or test case writing.-- Provide Peer Review feedback on any newly created test cases, to ensure manual testing steps are accurate, clear, and presentable and uniformity is present from test case to test case. If the test cases are able to be automated using our in-house automation solution, that the automation is present and it's doing what the manual steps outline.-- Tasked with being a knowledge resource to other QA/Developers, that are part of any certification efforts, where they are in the process of certifying PIN Pad devices we seek to use within our payment solutions.

Pleasant Grove, Utah

-- Helped Partners integrate their Point of Sale software into our payment solutions (which was often called a "integration project), which required up-to-date knowledge on our APIs/SDKs and how to use them correctly.-- Ensured our Integrations KB, built with Confluence, was constantly accurate / up to date (such as Standard Operating Procedures) and archived entries that were no longer relevant.-- After Partners were integrated into our payment solutions, served as a point of contact should they need any technical support/assistance with their integration project.

Pleasant Grove, Utah

-- Was an escalation path for all of Tier 2 / Installs, for issue they could not resolve-- Was our head Beta Tech, which provided updates to our QA department, on issues our Beta merchants were having, through daily/weekly updates.-- Ensured our knowledge base, built with Confluence, was constantly accurate / up to date and archived entries that were no longer relevant.-- Ensured our Tier 2 agents were trained on any of our current product base, as well as any new products they would be supporting.-- Tasked with handling internal requests, from other departments, which required the use of tools that only a Tier 3 agent had access too.

Pleasant Grove, Utah

-- Tasked with resolving hardware issues related to our receipt printers, PIN Pads, or swipers, for our merchant base had-- Was an escelation path for our Tier 1 agents or Installers, where they were unable to resolve the merchant's issue(s)-- Was an escelation path for my manager, in situations where he would need issues to be resolved ASAP and done with care -- Was part of a Beta Team which ensured any of our beta products were installed and functioning correctly on computers belonging to a participating merchant. This involved developing a close relationship with these merchants and should an issues arise, document them, in detailed, then file an issue/bug report (if necessary).

Pleasant Grove, Utah

-- Tasked with resolving any inbound calls from Merchants, needing technical assistance, such as help upgrading their payment software, or help with a PIN Pad that stopped being recognized, or help resolving an issue with their Receipt Printer not cutting receipts correctly.

Lindon, Ut

Helped resolve issues with customers, ranging from computers not turning on, to network issues. If there was a problem with hardware, and they were in warranty or were a paying member, I shipped them replacement parts. In some cases referred them to a service provider for physical computer repairs or sent a technician to their home/business.

Orem, Ut

Answered calls from customers and providers, ranging from member benefits/payout to claims issues, like what the insurance paid and why.