Experience

Finicity, a Mastercard Company

• United States
• Financial Services
• 500 - 600 Employee

• Senior Customer Technical Services Analyst

  • Jul 2022 - Present

  Murray, Utah, United States

• Product Support Specialist

  • Aug 2020 - Jul 2022

  Murray, Utah, United States - Providing Support via Email for Finicitys PFM product Mvelopes - Responsible for implementing and updating support processes( Including: Ticket Management, Scripts and SLA's) - Creating and maintaining support tickets using JIRA - Expert and Leader for Bank Connectivity Support - Diagnosing and resolving Billing and Subscription issues using NetSuite - Tracking KPI's and presenting in weekly Stand-Up - Ran support initiative for International Expansion… Show more - Providing Support via Email for Finicitys PFM product Mvelopes - Responsible for implementing and updating support processes( Including: Ticket Management, Scripts and SLA's) - Creating and maintaining support tickets using JIRA - Expert and Leader for Bank Connectivity Support - Diagnosing and resolving Billing and Subscription issues using NetSuite - Tracking KPI's and presenting in weekly Stand-Up - Ran support initiative for International Expansion projects - Worked with various teams to get issues resolved



NodeSource

• United States
• Software Development
• 1 - 100 Employee

• Software Quality Assurance Intern

  • Jul 2020 - Dec 2020

  San Francisco Bay Area



CreditRepair.com

• United States
• Financial Services
• 1 - 100 Employee

• Senior CS Advisor

  • Jul 2019 - Mar 2020



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Tech Support Rep

  • Dec 2018 - Jul 2019

  Magna, UT



Netflix

• United States
• Entertainment Providers
• 700 & Above Employee

• Tech Support Rep

  • Oct 2017 - Dec 2018

  Greater Salt Lake City Area



Dalet Flex

• United Kingdom
• Software Development
• 1 - 100 Employee

• Jr. Test Lead

  • Oct 2014 - Mar 2017

  Santa Clara, California • Managed offshore QA team (India) consisting of 6 functional testers • Presented test plans and test cases onsite at clients offices • Interacted very closely with clients to ensure UAT completeness and provided support/guidance on features/functions of website/mobile/console solutions • Developed functional testing plans and performed end-to-end phases of test execution • Documented functional, regression, and acceptance testing procedures • Tracked/recorded… Show more • Managed offshore QA team (India) consisting of 6 functional testers • Presented test plans and test cases onsite at clients offices • Interacted very closely with clients to ensure UAT completeness and provided support/guidance on features/functions of website/mobile/console solutions • Developed functional testing plans and performed end-to-end phases of test execution • Documented functional, regression, and acceptance testing procedures • Tracked/recorded defects found throughout software development life cycle using JIRA and/or VersionOne • Estimated workload requirements and assisted in the development of standard test strategy plans • Updated test plan status to the QA manager on a weekly basis • Collaborated closely with development and project management teams to ensure testing protocols met • Communicated with clients and stakeholders to test for client requirements correctly • Analyzed results and documented findings for presentation at project team meetings • Recommended changes to make applications more efficient and intuitive • Approached website/application testing from a client and end-user perspective • Active participant in Daily scrums, Sprint reviews and Retrospectives

• Software Quality Assurance Intern

  • Aug 2014 - Oct 2014

  Mountain View, CA • Provided end-to-end regression testing of custom websites and mobile applications for Netflix type video solutions • Tracked/recorded defects using JIRA and VersionOne • Worked closely with development on documenting steps to reproduce identified defects • Performed detailed test case design and executed tests • Documented and analyzed all test results and made recommendations • Coordinated with project managers and QA Manager to ensure time management •… Show more • Provided end-to-end regression testing of custom websites and mobile applications for Netflix type video solutions • Tracked/recorded defects using JIRA and VersionOne • Worked closely with development on documenting steps to reproduce identified defects • Performed detailed test case design and executed tests • Documented and analyzed all test results and made recommendations • Coordinated with project managers and QA Manager to ensure time management • Active participant in Daily scrums, Sprint reviews and Retrospectives



Logrado, Inc.

• Software Quality Assurance Intern

  • Aug 2012 - Nov 2012