United States
Senior QA Data Analyst with over 6 years of career experience in help desk environments for SaaS platforms and 2 years of experience in data analysis and QA. Highly adept in system analysis, diagnostics, troubleshooting, and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays a strong work ethic.
- Managed the digital-screen inventory for 18 Media Owners, totaling over 150,000 screens, across multiple customer-facing and internal-only platforms. - Utilized SQL to compile and analyze data for reporting and data uploads. - Created macros with the use of Visual Basic for Applications through Microsoft Excel that improved work efficiency by over 95%
- Coordinate with various partners to identify issues and problem-solve to deliver successful results. - Maintain network health, data integrity, and quality assurance. - Develop processes that fuel efficiencies, consistent and accurate outcomes, and intuitive workflow. - Ongoing media account management, diagnosis, and escalation planning for technical issues.
- Worked in a chat support environment offering live technical and customer support to users. - Identified user issues and offered troubleshooting support. - Created bug reports through Canny and Jira to escalate issues to the internal engineering team. - Evaluated chat transcripts to assess the quality of service and provided feedback on the results of the assessment.
Assistant Support Manager - Entrusted to manage and supervise technical support department in the absence of the Support Manager. - Managed the schedule of six (6) technical support representatives to ensure proper coverage for seven (7) day support. - Oversaw the bug resolution process for all customer reported issues and reduced the average resolution time by 20%. - Performed testing on new software patches to verify and validate existing and new functionality. - Performed testing on new and existing webpages. - Trained new support representatives on software and processes. - Created and reviewed Product Specifications as a member of the Product Management team. - Created standard operating procedures for the Technical Support Team. - Created FAQ pages and other Technical Support how-to templates, including how-to videos.