Rossa O'Brien Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, Leinster, Ireland

While working within CX, I was responsible for providing an interface between the EPD (Engineering, Product and Design) teams and the rest of the CX org. My key duties included:- Owned and managed the relationship between EPD core product teams and CX, where Dropbox's core product is primarily FSS (File Sync and Share)- Contributed to product roadmap planning, including product ideation, by representing the voice of the customer- Drove the Launch Readiness process to ensure all stakeholders were prepared for new product launches- Presented customer feedback to Product Teams, highlighting top customer pain points and quick post-launch feedback to ensure quick resolution of any product teething issues- Utilised SQL and data analysis tools such as Hive and Superset to analyse customer ticket trends, providing insights that contributed to the improvement of product and support experiences- Implemented a new launch readiness process that embraced Agile principles, including regular retros to help identify and eliminate waste in our process and celebrate work delivered, sizing launches to help with capacity planning- Collaborated with cross-functional teams to resolve complex customer issues, conducting in-depth troubleshooting and analysis as needed- Developed and implemented custom Python and JavaScript tools, including Google scripts and Chrome extensions, to automate time-consuming processes for the CX team. This resulted in a significant reduction of manual toil and increased overall team efficiency

Dublin

Key Duties:- Generate EPICs and User Stories based on customer requirements and present to scrum teams- Communicate product vision along with sprint goals- Present product roadmap to relevant stakeholders based on scrum team’s velocity- Fully engage in scrum ceremonies such as backlog refinement, daily standup, sprint demo, sprint planning, release planning, retrospectives- Propose & Agree technical solutions with scrum team and stakeholders- Assist in troubleshooting customer issues

Key Duties:- Developed python plugin code to orchestrate and configure deployments and upgrades- Developed puppet manifests to enforce configuration of running deployment- As scrum master, organised scrum ceremonies: daily standups, backlog refinement, sprint planning, release planning, retrospectives

Key Duties:- Produced Test Specification documentation based on requirements- Developed and ran automated test scripts (Python and bash) testing the most recent software delivery of the ANAM Mobile product suite- Wrote M3UA, SCCP, TCAP, MAP python implementations using a python SCTP API These were used for testing SMS call flows in both GSM and CDMA mimicking a mobile telecoms network

Dublin, County Dublin, Ireland

Worked on various projects and roles at a range of customer sites such as Ericsson, O2 Ireland, Vodafone Ireland, AT&T. Roles:- Operations Engineer for VAS (Value Added Services) Group in the PSO department of O2 Ireland. Responsible for the upkeep of Voicemail, SMSC, WAP, MMSC- Senior Test Analyst for Ericsson working on the Enigma project which involved a complete swap out of O2 Ireland’s Core Network infrastructure. Responsible for testing billing mediation- Integration Engineer for Cingular Wireless (AT&T) responsible for producing and implementing a migration strategy to transfer services from end of life SMSCs to next generation SMSCs- Integration Engineer for Vodafone Ireland, responsible for the integration of Openwave’s WAP platform and Bluecoat’s Content Filter platform- System Test Engineer for Ericsson Canada, responsible for performing Installation and System Test of Ericsson MMSC platform- Software Engineer - developed JAVA MMS test tools for MM1/MM7 interfaces using Nokia’s MMS SDK on a J2EE platform. Also developed routing iRules for F5 BIGIP load balancers

Worked on the various Logica product Telepath SMSC and MAR.