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John M. | Elance
 
176985602337900
Last Sign-in: Sep 18, 2012

John M.

Social Media, Web QA Analyst & Customer Service
   United States
  |   Davie, FL
  |  3:48 pm Local Time

Overview

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:
understand how the worldwide web, the HTTP protocol, and how web sites work.
am able to read HTML code, JavaScript & CSS code, and understand its function.
am knowledgeable in the use of HTML editing tools & have basic web design/development skills.
am experienced using Windows XP/2000, MS Office...

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Jul 5, 2012|Technical Support|Private|Completed
Jul 5, 2012|Customer Service|Private|Completed
Jul 3, 2012|Testing & QA|Private|Completed

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Skills (5)

Tested
Web QA Analyst
Helpdesk
Analytics
Customer Service
Social Media Implementation

Service Description

Customer Service/Support:

*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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Education

Broward College
Industrial Management Technology, Associates
-

Keywords

Blogger
Web QA Analysis
Customer Service
web based applications
manual testing
My Snapshot
Elance Level
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  • 12 months
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Private
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Identity
Username
mjohnmaria
Type
Individual
Member Since
June 2012
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John M. | Elance

John M.