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.