Experience

Telcell

• Armenia
• Financial Services
• 1 - 100 Employee

• Software QA Team Lead

  • Sep 2023 - Present

  •Working with cross-functional teams to ensure quality throughout the software development lifecycle•Performing functional and regression testing•Designing, developing and executing manual test cases on different platforms •Bug reporting, fixed bugs validation, re-testing using TFS tracking system •Reviewing and analyzing system specification

• IT project coordinator

  • Aug 2022 - Aug 2023

  • Manage the Company's internal systems and platforms, detect issues and make corrections.• Perform new functionality tests in applications and check the accuracy of functionality logic• Provide technical assistance during and after Partners' web integrations.• Implement integrations of Customer Service platforms and provide technical support.• Improve the performance of internal systems according to the identified problems.



Ucom

• Armenia
• Telecommunications
• 500 - 600 Employee

• Senior troubleshooting specialist

  • Aug 2021 - Jul 2022

• Troubleshooter

  • Jan 2019 - Aug 2021

  • Organize second level troubleshooting, solve different issues/troubles/problems • Cooperate with company’s international and native partners for solving issues and problems • Follow up trouble tickets, mass issues and specific requests, provide solutions for critical complaints • Investigate and escalate bugs to relevant departaments • Consult call center coordinators for escalating different issues • Make periodic troubleshooting training for front line agents • Technical second level support of customers • Analyze and solve MNP(mobile Number Portability) issues • Collaborate with partners around MNP issues • E-mail follow up • Negotiation with different departaments within problem solving Show less

• Senior Technical Support Specialist

  • Aug 2018 - Jan 2019

  • Response to the company's customer's telephone calls, letters and virtual requests of technical character in an efficient and imely manners • Interact with customers to provide and process information in response to inquiries, concerns, and requests about Internet products and services • Diagnos and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more • Fix registered problems during the first contact and transfer non-resolved requests if necessary to the corresponding departaments or staff member • Follow up of the athe accomplishments of registered customer requests • Conduct an ongoing registration of customer requests and accomplishments ar any other outcomes • Report on the carried out activities and result to the technical support tem leader Show less

• Technical Support Specialist

  • Nov 2017 - Sep 2018

  • Responsible for customer's telephone calls of technical character in an effcient and timely manners • Fix registered problems of technical character during the first contact and escalate non-resolved requests if necessary to the corresponding departaments or staff member • Outbound calls to customer for technical support • Report on the carried out activities and result to the technical support tem leader • Handle with additional duties and responsibilities assigned by the management