Symon L. Email & Phone Number

Taguig, National Capital Region, Philippines

• Conducted comprehensive testing of TeamHealth systems, ensuring reliable analytics (Power Bi), efficient management processes (HCM), and accurate financial tracking (AR System).• Utilized Azure DevOps for software testing, ticket tracking, and detailed project documentation, ensuring streamlined development processes.• Designing, implementing, and maintaining of RPA scripts (UiPath) to enhance testing efficiency and simplify issue replication processes.• Spearheading the designing and maintenance of test automation scripts (Selenium, Python), establishing new testing processes to enhance system-wide testing efficiency.• Conduct testing in Agile environments using manual and automated methods to ensure the software meets quality, usability, and performance standards.• Collaborate with cross-functional teams to develop and execute regression and integration testing plans, cases, and scripts.

Taguig, National Capital Region, Philippines

• Contributed to the development of proprietary cloud HR management software, supporting the implementation, testing, documentation, and evaluation of new features.• Conducted manual testing to identify, diagnose, and resolve software bugs, ensuring system reliability.• Developed and executed test cases using Zephyr/Jira and Postman, ensuring streamlined testing procedures.• Designed, analyzed, and executed automated scripts (Selenium, Java) to validate application functionalities.• Compiled detailed reports and maintained both test automation scripts and manual testing procedures to ensure system integrity.

National Capital Region, Philippines

• Oversaw the responsibilities typically handled by SMEs.• Implemented comprehensive documentation for agent training and coaching purposes.• Tracked the team's KPIs using Oracle.• Provided mentorship and coaching to agents, focusing on improving (SLAs) and promoting team well-being.• Assisted TLs in various administrative duties to ensure smooth operations.

Philippines

• Main point of contact for customer support on video game product incidents, providing clear documentation and reproducible steps via Jira / Asana.• Authored content for public distribution and maintained internal documentation on product issues.• Validated and prioritized bug reports while collaborating with QA, Design, and Operations team to ensure timely resolution.• Conducted testing of new game features and proactively addressed potential issues by monitoring trends in support queues and resolving them before escalation.

National Capital Region, Philippines

• Utilized Zendesk ticketing system to handle an end user’s questions or concerns and work to successfully resolve it.• Made sure that SLAs are met and provided excellent customer satisfaction.

National Capital Region, Philippines

Handled the client's technical issues and inquiries over the phone efficiently and effectively.