Performed managed infrastructure services for 10+ clients, involving distinct procedures and processes for access and escalation to tier 2 support.Managed high levels of call flow and responded to technical support needs.Used ticketing systems to manage and process support actions and requests.Diagnosed and troubleshot hardware, software and network issues.Performed account management and creation for users within client's Active Directory systems.

Completed in-depth testing on Windows, Android and iOS mobile devices.Developed and maintained courteous and effective working relationships.Identified issues, analyzed information and provided solutions to problems.

Worked closely with multiple teams, prioritizing clear communication across various mediums between QA and Development teams.Documented testing procedures for developers and future testing use.Delegated tasks to a team of Testers to meet coverage expectations of test runs in need of completion.Gathered and presented data in clear and concise, easy-to-digest formats using Excel and Outlook.Managed and met expectations in order to contribute effectively to our project's development life cycles.Incorporated delivery requirements into planning of testing schedules.Progressed through all stages of development and launch for Apex Legends.Lead our Live Service team in testing and deployment of builds into the live environment of Apex post-launch.

Performed dedicated QA testing of EA titles such as NBA 2K, TheSims, and Apex LegendsDocumented testing procedures for developers and future testinguse.Kept scripts and test cases updated with current requirements.Monitored resolution of bugs, tested fixes, and helped developerstackle ongoing problems by providing QA perspective.Operated under Agile and Scrum frameworks to complete releasesand well-organized sprints.Met and surpassed performance quotas, keeping pace withdevelopment expectations throughout our development lifecycle

Smartphone repair technician specializing in diagnosis and component replacement