• Managed projects including Easy Projects, Birdview PSA, ETT, Logic Protect, and Easy Vending, ensuring alignment with quality standards • Developed and managed processes to ensure products met quality, function, and reliability standards, and communicated these standards to QA and product development teams • Coordinated and improved product testing processes, increasing customer satisfaction from 50% to 100% • Executed tests for web-based and mobile project and resource management tools, APIs, time-tracking tools, license management desktop tools, and vending machine management tools using Postman and Android emulators • Supervised QA department activities and staff, establishing high-quality standards and efficient workflow • Reviewed client, customer, and user feedback to identify areas for improvement, leading to enhanced product quality and customer satisfaction

• Supervised Customer Support department projects including Easy Projects, Birdview, ETT, Logic Protect, and Easy Vending. Implemented strategies, procedures, and standards, monitored performance indicators, and maintained communication with development and customer success teams to improve support services. Provided solutions to the highest tier support issues, investigated and resolved major incidents, and performed advanced troubleshooting via remote sessions • Implemented strategies resulting in a 30% reduction in average response time• Improved customer satisfaction ratings to 100% by implementing customer feedback loops and enhancing support team training • Spearheaded a knowledge base revamp project, resulting in a 40% decrease in support ticket escalation

• Managed projects including IMS, IDSearch, IDCheck, and Secret Disk Enterprise, ensuring timely delivery and quality • Performed functional, regression, integration, and usability testing of complex .NET biometric identification projects and their APIs using Target Process and Chrome Dev Tools, ensuring data protection and centralized management • Created and maintained Windows test environments using VMware and Hyper-V, improving testing efficiency and reliability

• Led QA projects including Time ledger, +Arena, and KEFSend, ensuring high-quality deliverables • Created Windows and Linux test environments and performed functional testing of financial and time-tracking tools, maintaining system reliability and performance • Analyzed requirements and created detailed test cases and checklists, reporting test results to improve product quality and meet project deadlines