Senior Quality Assurance Team Lead

• Dec 2022 - Present

Team Lead, Application Depoyment

• Aug 2020 - Dec 2022

-Accountability for mentor-ship and technical consulting.-Focus on deployment process and training. -Manage project timelines and provide daily direction and work assignment to the Application Deployment Team.- Product development planning and meetings to ensure client and deployment perspectives are being met and considered during development cycles of new features and products- Plan and test the implementation process and functionality of new features and updates, raising bugs to the development team via JIRA where applicable.- Lead Project planning for infrastructure changes, updates, and implementations for multi-tenant environments where there is high risk, and large roll-outs that need to be performed on server’s client wide.- Build and create VM templates to help improve the efficiency for deployments

Application Deployment Specialist

• May 2018 - Aug 2020

- Evaluate, plan, install, upgrade, configure and deploy complex web and telephony applications in adistributed environment, including many cloud-based (hosted) and premise-basedsoftware components.- Perform QA verification tasks to ensure deployments, upgrades, and changes are working as expected.- Modify configurations, scripts, etc as applicable to customer specific implementation requests- Create and maintain technical documentation and checklists to encompass process and steps required for deployments, migrations, and upgrades for the various Vocantas products to help improve efficiency and accuracy.- Maintain communications with clients throughout the deployment process.- Provide support and training during trials and go live.- Back-up Technical Support to aid the Support team in resolving support requests and customer inquiries.

Technical Support Specialist

• Sep 2016 - Mar 2018

• Provide remote technical support including advanced troubleshooting, and infrastructure health check services for the MK Product solution through customer service delivery, technical solutions, professional advice, counsel by telephone, web-chat, email and/or in person • Maintain systems and test operation of the MK Product software, infrastructure and its interdependencies, as well as to recreate customer issues for in depth data analysis • Research and execute robust solutions by analyzing and troubleshooting the output of performance monitoring tools, network packet captures, and debugging information as required • Provide world-class support and reinforce customer confidence while a resolution is being investigated • Partner with development/product management to continually improve MK’s product • Play a key role in beta programs, providing input on feature specs, supportability and quality • Partner with Development Support / Support Account Managers to effectively manage customer issues and escalations as well as customer satisfaction

Technical Support Engineer

• Apr 2011 - Sep 2016

- Provide specialized technical support via phone and web to field technicians for Mitel 3300, MCD, MiVoice Business PBX telephony systems (virtualization, hardware, and servers), Micollab, MSL, streamline, consoles, Integrated IVRs, call reporting software, configuration software, property management systems, telephones (SIP, Softphones, IP phones, Digital phones, and analog), integrated software, equipment, services (T1, PRI, TDM, LS Trunks, SIP), networks for IP and SIP integrated related issues (WAN, LAN,MPLS, VPN) and various applications for large and enterprise businesses. -Part of a specialized and dedicated team to provide superior technical support via phone and web for our service providers on the Micloud solution, including Oria, virtual MCDs, server based MCDs, and Micollab with voice. -Escalation Prime for the Mitel web ticket support team on the MiVoice Busisness product assisting technicians when they have reached an impasse, need further direction, and/or confirmation for the solution(s) they have provided. - Providing expert after hours support for critical issues from home office. -Manage virtual servers for lab environment for virtual Mivoice business, Mitel border gateway, Nupoint, Micollab, Oria, and MX ONE applications. Deploy/upgrade to keep up with the GA releases for testing and lab implementations. -Prioritize, troubleshoot, characterize, reproduce and escalate reported problems, meeting customer response time targets. -Analysis of Mitel logs, and various traces pertinent to the issue, such as Wireshark traces, to aid in determining root cause for the specified issue(s). -Write and publish KB articles. - Identify software bugs, and write corresponding bug reports for R & D investigation. -Triage, distribute and handle web ticket assignments for all Product Support teams. - Maintain up-to-date certifications on Mitel products. Certified on Products: Micollab, MiVoice Business (3300, MCD), Oria, MBG, Nupoint, MX-One.

Technical Support

• Oct 2007 - Nov 2008

· Provide technical support for Talkswitch PBX systems, and software (Attendant Console, Call Reporting, and Configuration Software), analog and IP phones, VoIP services, networks for VoIP and IP related issues for small to medium sized businesses. · Analyze SIP, RTP, and Talkswitch PBX traces for IP, VoIP and Talkswitch related issues. · Assist users and resellers with configuration related questions or issues. · Track trends and submit reports for bugs to development. · Process returns, test hardware and software. · Build and package hardware.

Microsoft Vista Tier 1 and tier 2 Technical Support and SunRocket VoIP Sales Representative

• Apr 2006 - Jul 2007

******Microsoft Vista Tier 1 and Tier 2 Technical Support****** · Evaluate North American client issues and implement action plans to deliver a resolution. · Provide direction to Tier 1 agents. · Resolved escalated clients’ concerns and built goodwill with the clients. · Tracked trends and provide reference documentation for management and Tier 1 agents. · Provide Peer-to-Peer evaluations to improve performance and maintain company standards. . Management, Coaching, and Leadership Courses completed ******Customer Service Professional- SunRocket VoIP Sales****** · Addressed customer concerns and sold service options. · Resolved customer account problems and concerns. · Provided floor support and training of new sales strategies to other staff members · Developed training material for implementation during coaching sessions. · Implemented individual peer to peer coaching of sales strategies and best practices. · Completed Team Manager Job shadowing on Bell and SunRocket lines of business

Residential Property Manager

• Sep 2004 - Mar 2006

- Maintained grounds and facilities, performed repairs and maintenance where needed. - Resolved tenant complaints and maintained excellent tenant relations - Met with prospective tenants to show units, explain terms of occupancy, and provide information about local areas. - Prepared, cleaned, and painted units for turnover. - Conducted accounting functions, including rental deposits, calculating costs and deposit returns. - Maintained grounds and facilities, performed repairs and maintenance where needed. - Resolved tenant complaints and maintained excellent tenant relations - Met with prospective tenants to show units, explain terms of occupancy, and provide information about local areas. - Prepared, cleaned, and painted units for turnover. - Conducted accounting functions, including rental deposits, calculating costs and deposit returns.

Lead Back-Up, Quality Control (Co-op)

• Jun 2003 - Aug 2003

· Tested final product of refurbished computer prior to shipping. · Ran diagnostic testing to ensure building requirements are met. · Troubleshot hardware and software problems with Windows 95, 98, 2000, ME, NT and XP · Revealed any hardware conflicts or component failure and made recommendations to technicians for rebuild. · Tested final product of refurbished computer prior to shipping. · Ran diagnostic testing to ensure building requirements are met. · Troubleshot hardware and software problems with Windows 95, 98, 2000, ME, NT and XP · Revealed any hardware conflicts or component failure and made recommendations to technicians for rebuild.