Ilaria S. Email & Phone Number

Campania, Italy

Roma, Lazio, Italia

Biassono, Lombardia, Italia

Performed functional testing on our web application (E2E Testing, Accessibility Testing,No-regression testing, new feature testing).Performed manual API Testing using tools such as Postman and BurpSuite.Reported product defects that surfaced during testing to the relevant team.Worked closely with product managers, developers and other team members in an Agileenvironment to ensure that the product was meeting our high quality standards.Accomplished a QAS score on key metrics of 99.95%.Trained and mentored new team members.Worked with Jira and Confluence to open bug reports and update documentation.

Providing first-line technical support to Docebo customers via email and chat, constantly maintaining a 100% personal CSAT score and a 90% QA score.• Triaged and managed incoming tickets via Jira to assign them to the relevant teams, and ensured that requests were answered within the agreed service level timeframes.• Troubleshooting technical issues by reading through error logs, interrogating database with SQL queries and analyzed platform performance with monitoring tools like Datadog and Loggly.• Managed resolution and communications for major incidents and platform outages.• Arranged Zoom calls with customers to troubleshoot complex issues or walk them through setting up Docebo features or integrations with third -party software.• Worked alongside the Product team to identify bugs,file bug reports using Jira and escalate said reports accordingly.• Built meaningful and trusting relationships with customers by recommending best-practices and providing consultative supportto find solutions that helped clients utilize the LMS to its fullest potential and eliminate pain points or challenges. Adept at explaining difficult concepts and issues in simple and understandable terms.• Worked on improving internal processes that directly impacted user experience and improved our response times.• Mentoring and tutoring new hires and colleagues.• Assisted Account Managers and Customer Success Managers during onboarding, and was part of the dedicated task force that handled requests from difficult customers or escalated cases.

Answering support questions through ticket and live chat.Troubleshooting issues by performing conflict tests and reading error logs, and looking ahead to identify solutions to situations or issues they may face in the future. Working alongside developers to file bug reports and suggest feature improvements. Constantly improved product knowledge by attending webinars and learn ups provided by the company.Suggested documentation improvements to help users help themselves.

Piano Di Sorrento, Campania, Italia

Piano Di Sorrento, Italy

Dealt with email, telephone and in person inquiries,and helped customers solve occasional problems or inconveniences.Helped planning and managing fundraising events.Scheduled and attended meetings, created agendas and took minutes.Liaised with staff in other departments and with external contacts.Performed bookkeeping tasks such as filing expense reports or budget sheets.Filed patient reports and maintaned databases.Managed inventory and ordered supplies.

Bachelor Of Science, Computing & It

Ccna, Network And System Administration/Administrator