Experience

Brightidea

• United States
• Software Development
• 1 - 100 Employee

• Sr. Technical Implementation Consultant

  • Apr 2022 - Present



Waterfield Tech

• United States
• Information Technology & Services
• 100 - 200 Employee

• Implementation Consultant/Business Systems Analyst

  • Jan 2022 - Apr 2022

  Waterfield Technologies provides customer engagement solutions to organizations. From strategic consulting and product development to implementation and management. Define requirements for new contact engagement clients, prepare status reports, presentations, and project demonstrations for partners and stakeholders. Work in Agile project management controls, project plans, timeline schedules and review software defects. Evaluate new technological developments in Twilio Xcelerate… Show more Waterfield Technologies provides customer engagement solutions to organizations. From strategic consulting and product development to implementation and management. Define requirements for new contact engagement clients, prepare status reports, presentations, and project demonstrations for partners and stakeholders. Work in Agile project management controls, project plans, timeline schedules and review software defects. Evaluate new technological developments in Twilio Xcelerate and evolving business requirements, and recommend appropriate feature alternatives and/or enhancements. Function as a primary liaison between the business line, operations, and the technical areas throughout the project cycle. Consult with new contact engagement clients to analyze and define workflows, recommend solutions to current processes, and anticipate changes incorporating these processes into the Twilio Xcelerate UI contact solution platform. Engage clients to gather IVR requirements, design, configure, and perform QA testing of the custom solution to ensure a smooth launch of the Twilio Xcelerate system. Occasionally work on software development components for Twilio Xcelerate integrated and custom solutions. Show less



Hivelocity

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Lead Quality Assurance Analyst

  • Jul 2019 - Jan 2022

  Utilize the knowledge of software development life cycle (SDLC), project management, best testing practices, and agile methodology to conduct end-to-end project execution. Tracked user stories and prioritized the backlog with the product owner for a continuous delivery process. Executed projects through the entire SDLC from gathering requirements, user acceptance criteria, designing, testing, deploying, and support phases. Performed business process analysis of current business… Show more Utilize the knowledge of software development life cycle (SDLC), project management, best testing practices, and agile methodology to conduct end-to-end project execution. Tracked user stories and prioritized the backlog with the product owner for a continuous delivery process. Executed projects through the entire SDLC from gathering requirements, user acceptance criteria, designing, testing, deploying, and support phases. Performed business process analysis of current business processes and provide recommendations for improvement. Managed Jira internal service desk and escalate bugs, create Jira tickets for API endpoints, design requests, and feature requests. Serve as a process management contributor between business customers and systems area for development and implementation of business processes and testing procedures. Worked with users and the development team to propose and develop technical solutions to business challenges. Trained junior QA tester on UAT, regression, production migration, and critical issues testing best practices. Designed, developed, and executed automation scripts using open-source tools. Managed technical support requests, order issues, and account issues using the internal company portal. Develop and apply testing processes for new and existing products to meet client needs. Completed end-to-end testing for all new features and bug fixes. Conducted backend testing in Postman for public and private API endpoints. Tested and provided root cause analysis and corrective course of action. Maintained content for knowledge systems, client documentation, articles, and workflow processes. Show less



voto x voto

• Mexico
• Consumer Services
• 1 - 100 Employee

• Full Stack Developer - Coding Bootcamp Project

  • Oct 2021 - Dec 2021

  VotoXVoto is a platform that helps Mexico's citizens make informed predictions for upcoming elections, including data visualization, geo-referenced mapping, subscription payment platform, and surveys. Worked with agile team and personnel in other departments that consisted of daily stand-ups, sprints, backlog refinement, GitHub Version Control, and sprint retrospective meetings with the product owner. Created and managed study groups with peers for code reviews, study programming… Show more VotoXVoto is a platform that helps Mexico's citizens make informed predictions for upcoming elections, including data visualization, geo-referenced mapping, subscription payment platform, and surveys. Worked with agile team and personnel in other departments that consisted of daily stand-ups, sprints, backlog refinement, GitHub Version Control, and sprint retrospective meetings with the product owner. Created and managed study groups with peers for code reviews, study programming languages, and worked weekly on data structures and algorithms. Construct API controllers in .NET framework utilizing C# to connect frontend data and functionality to stored procedures in back-end servers. Designed and managed stored procedures, relational databases, and user-defined tables using MS SQL Server Management Studio to ensure the satisfaction of unique data requirements and prevent duplicate data. Implemented the ability for users to manage their external social media links in their profile on the platform. Develop landing pages and dashboards using React, JavaScript, Bootstrap and other UI tools. Show less



E2GENS

• Project Manager/ Agile QA Lead

  • Jan 2019 - Jun 2019

  Managed each phase of the software development lifecycle (SDLC) — from requirements definition, solutions design, and testing through implementation, acceptance, training, and support. Developed, monitored, and enforced established Agile management processes including daily stand-ups, backlog grooming, sprint planning, and retrospectives. Led business analysis and requirements gathering sessions to review the scope with it and business key holders. Managed changes to the project… Show more Managed each phase of the software development lifecycle (SDLC) — from requirements definition, solutions design, and testing through implementation, acceptance, training, and support. Developed, monitored, and enforced established Agile management processes including daily stand-ups, backlog grooming, sprint planning, and retrospectives. Led business analysis and requirements gathering sessions to review the scope with it and business key holders. Managed changes to the project scope, project schedule, and project costs using appropriate verification techniques. Instituted various Project Management Tools to plan, track, report, and coordinate regularly to ensure transparency. Created the automation for testing using Selenium. Tracked project performance, delegated project tasks, meeting with clients to take detailed ordering briefs. Maintained knowledge management systems, client documentation, and error logs. Played multiple roles while leading projects. Acted as a BA, product owner, Lead tester, Project Manager, and configurator. Show less



Venuetize, powered by Everi

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Tier II Customer Service Support

  • Feb 2018 - Dec 2018

  Tampa/St. Petersburg, Florida Area Provided tier II support to escalate client issues with their event application. Conducted and lead the training of customers on business, technological trends to support strategies for improving business ticketing performance. Interacted with developers, Tier I support, and business users to communicate the defects using Jira, actively participating in replicating bugs, and performing regression testing. Worked as part of a scrum team, in an Agile methodology with sprint cycles,… Show more Provided tier II support to escalate client issues with their event application. Conducted and lead the training of customers on business, technological trends to support strategies for improving business ticketing performance. Interacted with developers, Tier I support, and business users to communicate the defects using Jira, actively participating in replicating bugs, and performing regression testing. Worked as part of a scrum team, in an Agile methodology with sprint cycles, daily stand-ups, and story implementation. Owned urgent issues in the service desk and provided timely customer resolution within SLA policies. Provided timely follow-up to user questions according to established SLAs. Lead automation infrastructure development for using Selenium. Designed and executed test cases using element locators and Selenium Webdriver methods. Performed regression testing using Selenium. Conducted data-driven testing, cross-browser testing, and parallel test execution Scoped and estimated the size of testing for projects. Ran Charles Debugging for logs and troubleshooting. Worked with internal teams to manage the user experience. Escalated issues to the DevOps team and product owners beyond the scope of the tier II role. Show less



StubHub

• United States
• Software Development
• 700 & Above Employee

• Technical Client Services Level 2/ Integrations Specialist

  • Mar 2016 - Jan 2018

  Boston, MA Provided L2 support to escalated client issues with their web-based POS and client-server for over 100 clients. Assisted in the design, development, and implementation of processes, tools, and systems to support and improve the efficiency of the ticketing platform. Managed application integrations of clients' software and StubHub's ticketing platform. Created reports in Splunk showing data analysis of uptime, defects, downtime, engagements, and logs. Took ownership of urgent… Show more Provided L2 support to escalated client issues with their web-based POS and client-server for over 100 clients. Assisted in the design, development, and implementation of processes, tools, and systems to support and improve the efficiency of the ticketing platform. Managed application integrations of clients' software and StubHub's ticketing platform. Created reports in Splunk showing data analysis of uptime, defects, downtime, engagements, and logs. Took ownership of urgent issues in Zendesk and provided timely customer resolution within SLA policies. Provided timely follow-up to user questions according to established SLAs. Worked across functions to help deliver a best-in-class API program to StubHub merchants and developers around the world. Wrote content for knowledge systems, customer-facing documentation, articles, and best practices. Show less



Blue Cross Blue Shield of Massachusetts

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Production Support Analyst

  • Feb 2014 - Feb 2016

  Acted as a liaison between incidents paged out and incident owners. Walked through process changes with business stakeholders and gain agreement on process changes for reporting outages. Used Agile methods and processes to work with product owners on solution strategies and complex problem solving. Managed outages affecting patient/provider applications, health insurance database, servers, networks, and drives. Escalated severity 1 and 2 incident tickets to the appropriate… Show more Acted as a liaison between incidents paged out and incident owners. Walked through process changes with business stakeholders and gain agreement on process changes for reporting outages. Used Agile methods and processes to work with product owners on solution strategies and complex problem solving. Managed outages affecting patient/provider applications, health insurance database, servers, networks, and drives. Escalated severity 1 and 2 incident tickets to the appropriate application owner. Conducted hourly application checkouts for any slowness and error messages. Coordinated with incident owners daily to track incident progress and update the dashboard. Prepared daily, meeting minutes of incidents paged out the day before. Sent correspondence to appropriate teams of incident progression. Managed help-desk incident pages and restore pages in a timely fashion. Worked on projects with assigned teams to streamline the daily tasks of duty managers. Show less



IMN, inc.

• United States
• Advertising Services
• 1 - 100 Employee

• Marketing Account Manager

  • Mar 2013 - Jun 2014

  Owned and managed a client base of up to 100 Auto Dealers for monthly email newsletter publications. Developed concepts and business cases for a suite of marketing management and analytics projects. Consulted with functional groups within IMN Inc. and clients to develop profitable marketing campaigns. Mapped out banner variations against different user journeys and process phases. Charged with managing and growing account relationships. Increased sales and brand awareness… Show more Owned and managed a client base of up to 100 Auto Dealers for monthly email newsletter publications. Developed concepts and business cases for a suite of marketing management and analytics projects. Consulted with functional groups within IMN Inc. and clients to develop profitable marketing campaigns. Mapped out banner variations against different user journeys and process phases. Charged with managing and growing account relationships. Increased sales and brand awareness by setting a strategy for print and web ad communications distributed in multiple US regions. Communicated best practices with clients and act as a knowledge expert for the Loyalty Driver email newsletter. Advised clients on strategically utilizing IMN Products and Services to increase ROI and customer satisfaction. Conducted quarterly report reviews and strategized on best marketing strategies in the newsletter. Provided technical support with clients logging into an account, browser compatibility issues, maneuvering back end reporting tool Used Salesforce to document all communications, issues, and account updates for all clients. Followed up on cancellations cases to save client's account following scripted message. Show less