Experience

Data Age Business Systems Inc.

• United States
• Software Development
• 1 - 100 Employee

• Software QA Analyst

  • Oct 2020 - Present

  Providing best-in-class support for software and hardware solutions produced by Data Age including, but not limited to: Some responsibilities as defined in the role of Director of Technical Support. Responsible for testing multiple different software products and services offered in the collateral loan industry. Assured software compliance for all 50 States and 29 Countries. Mentored QA Engineers in collateral industry practices relating to Data Age software. Responsible for… Show more Providing best-in-class support for software and hardware solutions produced by Data Age including, but not limited to: Some responsibilities as defined in the role of Director of Technical Support. Responsible for testing multiple different software products and services offered in the collateral loan industry. Assured software compliance for all 50 States and 29 Countries. Mentored QA Engineers in collateral industry practices relating to Data Age software. Responsible for monitoring, executing and evaluating application tests within industry standard tooling. Used Jira for tracking PBIs, Defects, Bugs, Stories, and Epics. Created detailed test cases for myself, Developers and other QA Engineers. Created excellent documentation on software feature sets consumable by technical and non technical personnel. Collaborated directly with Upper Management and Senior Developers to communicate a high level overview of work objectives. 2-3 years of functional testing background, including defining test strategy, test planning, test case design, and execution.

• Director of Technical Support

  • Mar 2018 - Oct 2020

  Provided best-in-class support for software and hardware solutions produced by Data Age including, but not limited to: All responsibilities as defined in the role of Technical Support Specialist Tier III. Oversee 140-200 calls a day. Manage 12 Techs and occasionally the additional 5 QC reps. Ensure company procedures are being followed on every call. Handle irate or generally upset customers. Use SQL scripting to help close escalated database issues. Use Google Sheets to… Show more Provided best-in-class support for software and hardware solutions produced by Data Age including, but not limited to: All responsibilities as defined in the role of Technical Support Specialist Tier III. Oversee 140-200 calls a day. Manage 12 Techs and occasionally the additional 5 QC reps. Ensure company procedures are being followed on every call. Handle irate or generally upset customers. Use SQL scripting to help close escalated database issues. Use Google Sheets to track and manage most aspects of the department. Use Goldmine to manage customer accounts and support tickets. Use GoToAssist to manage Implementation and Training tickets. Ensure individual growth amongst each employee. Ensure team growth within the department. Run daily meetings with the techs to educate on previous issues, and update the team on any new things happening within the company. Manage our off-site backup service that held the core data for over 700 customers. Ensure the highest customer satisfaction on every call. Manage our E-Commerce platform’s support board. Wrote documentations on each module the company offered. Both how to install, and how to troubleshoot. Did the hiring process for new employees, and made the ultimate decision on if someone was hired or fired. Work directly with the CEO and DOO on high value customer issues. Work directly with vendors to setup conference calls for information, and support purposes. Provide daily statistics reports for the CEO, and DOO.

• Technical Support Specialist Tier III

  • Dec 2015 - Feb 2018

  Work between 20-30 calls a day. Achieve a 30 minute or less wait time. Learn all the hardware and software we sell. Troubleshoot hardware and software issues. Follow all company policies on each call. Alert management whenever there was an upset customer. Setup new stores who just started using our software. Low-level training for our customers on the software when they first join. Handle very high-level training with customers in house or remotely when company trainer… Show more Work between 20-30 calls a day. Achieve a 30 minute or less wait time. Learn all the hardware and software we sell. Troubleshoot hardware and software issues. Follow all company policies on each call. Alert management whenever there was an upset customer. Setup new stores who just started using our software. Low-level training for our customers on the software when they first join. Handle very high-level training with customers in house or remotely when company trainer wasn’t available. Continued training throughout their time with us. Handle compliance projects amongst our entire customer base. Learned each states and countries’ laws and requirements for the collateral loan and buy sell industry. Have conversations about billable work needing to be done when third party hardware is involved. Handle QA testing for multiple different products before new versions of software are released to customers.