William Leonhardt Email & Phone Number

Seattle, Washington, United States

Boston, Massachusetts, United States

‣ Developed and authored comprehensive test plans for project epics and key features, ensuring thorough coverage and alignment with project objectives. These test plans served as critical guides for both manual and automated testing efforts, significantly improving test accuracy and reliability.‣ Collaborated closely with Beta and customer service teams to gain insights into the real-world impact of bugs. This partnership enabled more effective triage processes and improved data collection, resulting in faster bug identification and resolution.‣ Provided detailed bug impact assessments, working alongside product managers and developers to prioritize issues based on customer feedback and data-driven insights. This approach reduced critical bug resolution time and enhanced overall product quality.‣ Adapted current automation practices to legacy S1 devices using Pytest and JUnit, which increased efficiency by 30% and reduced testing time by 25%. Additionally, executed comprehensive API testing and automation with Postman and JMeter, ensuring seamless integration with multiple streaming services and maintaining reliable performance.‣ Optimized bug tracking and reporting workflows with GitHub and TestRail, enhancing team efficiency by 15% and ensuring more accurate issue tracking.‣ Leveraged data analysis tools like Kibana and Tableau to monitor feature performance, translating this data into actionable feedback that drove a 20% improvement in user experience.‣ Provided 24/7 on-call support for critical issues, maintaining service reliability by reducing downtime by 40% and ensuring uninterrupted customer service.

Boston, Massachusetts, United States

‣ Managed over 6,000 annual customer inquiries through Oracle RightNow and Salesforce, consistently achieving a customer satisfaction score above 90%. My approach combined technical expertise with empathetic communication, ensuring customers felt supported and valued.‣ Served as the go-to resource for resolving complex technical issues, leveraging deep product knowledge to troubleshoot and resolve challenges that others couldn’t. This proactive problem-solving led to a 25% increase in customer retention and significantly boosted brand loyalty.‣ Worked closely with Beta teams, project managers, and QA engineers, acting as a critical link between customer feedback and product development. This collaboration was key in resolving long-standing issues and ensuring that customer insights were directly integrated into product enhancements.

Baltimore, Maryland, United States

‣ Led the installation and optimization of complex networking solutions, significantly enhancing signal performance for both point-to-point and point-to-multipoint setups by 25%. My work ensured robust and reliable connectivity in challenging environments, directly contributing to improved service quality and customer satisfaction.‣ Conducted rigorous QA testing on Marine Wireless Bridge units and accessories, performing both wireless and firmware tests to ensure product stability. By providing on-the-ground support to field installers, I played a key role in increasing overall network stability and boosting customer satisfaction by 20%.‣ Installed and configured advanced communication systems, including DirectTV, VoIP, and IPTV cameras, for both business and government clients. I managed the triage, repair, and updates of legacy systems, ensuring seamless integration and ongoing system reliability.‣ Oversaw the management of infrastructure-critical servers, handling key network applications such as DNS, Radius, and Apache, along with monitoring systems like Nagios and Cacti. My proactive management ensured optimal server performance and reliability, minimizing downtime and enhancing operational efficiency.

Baltimore, Maryland, United States

‣ Provided in-depth diagnostics and educational services on system maintenance and cybersecurity, resulting in a 30% improvement in device performance for clients. My hands-on approach not only fixed immediate issues but also empowered clients with the knowledge to maintain their systems proactively.‣ Specialized in repairing and upgrading a wide range of computer systems, consistently achieving a 95% customer satisfaction rate. My attention to detail and commitment to quality ensured that clients received reliable, high-performing solutions tailored to their specific needs.‣ Cultivated a loyal customer base by delivering exceptional service, which led to a significant increase in repeat business and referrals. This client-focused strategy drove a 40% growth in revenue, establishing my business as a trusted provider in the local community.