Able to successfully identify & resolve difficult software & web-based issues with minimal loss of productivity. Analytical, thoughtful with strong people relations skills & a work ethic that builds productive relationships plus I:
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· understand how the worldwide web, the HTTP protocol, and how web sites work.
· am knowledgeable in the use of HTML editing tools & have basic web design/development skills.
· am experienced using Windows XP/2000, MS Office...
Jul 5, 2012|Technical Support|Private|Completed
Jul 5, 2012|Customer Service|Private|Completed
Jul 3, 2012|Testing & QA|Private|Completed
*Receiving client requests and issues via proprietary customer support software (CRM), e-mails, phone calls, instant messaging and ensuring they are assigned to the appropriate team promptly often requiring technical trouble shooting.
*Responsible for receiving, diagnosing and clarifying client requests.
*Setting expectations and managing issue resolution across various departments in accordance with expectations.
*Adding relevant information to trouble tickets to assist teams in resolving issues.
*Tracking resolution of tickets to ensure they are resolved in a timely manner.
Web QA Analysis:
*Participate in phone or web conference calls with Fortune 500 clients, local, state/government entities and make usability recommendations about ways to improve the user experience.
*Meet with teams to determine project-specific QA needs.
*Develop and implement test cases for functional testing by identifying, analyzing, and documenting defects, errors, and inconsistencies.
*Perform regression, cross browser testing and user acceptance testing of Web-based applications.
*Log and track defects discovered during testing using a defect tracking application.
Social Media sites I have managed:
Facebook, Twitter, Pinterest, LinkedIn, and Google Plus
Blogging platforms: Tumblr, WordPress, Blogger and Posterous
Location based review sites: Yelp and TripAdvisor
Video networks: YouTube and Vimeo
Forums and comments
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