Experience

Nixplay

• Computers and Electronics Manufacturing
• 1 - 100 Employee

• Product Specialist

  • Feb 2019 - Present

  Work with Industrial Design, Engineering (Software and Hardware), QA, and Product teams to develop Ideation and Requirements (User Stories) for Software Features and Frame Developments.Analyze user activity data (frame, web, and mobile) to identify trends and customer segmentation.Identify additional data tracking requirements for software and hardware teamsGather data and feedback from customers (B2C and B2B) through reviews, CS interactions, and Marketing data and develop solution proposals.ReportingWeekly reporting for User Data Report and Key Performance Indicators (KPIs)Assist in project and stakeholder status updates in Project Management tools (Wrike).Assist in the documentation and prioritization of Ideation, Roadmap and Book of Work (BOW) development items for both software and hardware.Attend critical stakeholder meetings and assist in recording notes and action items. Subsequently facilitate assignment, scheduling, and execution of actions.Projects: Nixplay Cloud Frames | Nixplay Mobile appResponsibilities:Conducts software requirement analysis for new featuresCreates test plan, estimation, and scheduleCreates test cases for new features based on user stories and conducts test case reviewExecutes manual functional testing for new featuresConducts retesting, maintenance, regressionRegister and monitor defects using WrikeConducts bug verification on resolved defects

• Senior Technical Support Representative

  • Feb 2018 - Feb 2019

  Investigating escalated tickets, coordinating and working together with the Engineering, Product, Hardware, Software, and Quality Assurance team, Reporting of Weekly Report and Monthly Report for the Head Departments, Reviewing Customer Services KPI and Metrics. Supporting Chat, Email, and Calls. Managing Trainee and Educating them on the Process and Product Knowledge

• Technical Support Representative

  • Feb 2017 - Feb 2018

  Assist in reviewing and investigating escalated tickets and obtaining answers from the Engineering, Product, Hardware, Software, and Quality Assurance team, as appropriate, and facilitate responses to Customer Support agentsReview and identify trends in customer-reported issues and reviews. Remote troubleshooting using Anydesk and Teamviewer.



CSS Corp

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• ASUS Hardware - Senior Technical Support Specialist

  • Mar 2015 - Aug 2016



nTouch Print and Ads

• Graphic Designer

  • Sep 2009 - Jun 2011