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Work Background
Independent Free AgentQA Analyst
Jan. 2023San Francisco Bay Area
hims & hersQA Analyst
Dec. 2018 - Jan. 2023San Francisco, CaliforniaFeature, Regression and Exploratory Manual Testing via new test case creation and review of existing across multiple applications on macOS, iOS, Windows, and Android in Github PR lambda environments, test, staging and prod via direct manual use of iOS and Android physical devices, XCode and Android Studio simulators and emulators. Verified user end-to-end flow across Telemedicine intake consultations and resultant clinician synchronous (phone and video) and in a asynchronous (in app-messaging) consultations. Validated web-based and in-app consultations Rx purchases, as well as OTC purchases. Validated messaging via push, sms and email notifications across multiple external and internal customer facing applications. Confirmed data across multiple integrated applications, verified payloads and coordinated with fulfillment and pharmacy on new SKU introductions. Performed trouble-shooting with tools such as Amplitude, Datadog, Retool, and Instabug. Performed Visual testing against JIRA and Github ticket images, as well as Figma files and Contentful. Worked through early startup through hypergrowth to post SPAC merger. Worked independently and collaboratively across multiple domains and across multiple tooling and organizational structures.
iCARS powered by Limos.comTech Support and QA
Jul. 2016 - Nov. 2018San Francisco, California• Manual testing of 3 mobile Android on demand and future ground transport scheduling apps via Hockey, Fabric and local repo via Android Studio. • Manual testing of 3 mobile iOS on demand and future ground transport scheduling apps via Hockey, Fabric and local repo via Xcode. • Manual testing of a 2 frontends (on demand and future ground transport), an API, and their integration via staging environment and running locally from local repos. • Management and maintenance of Webdriverio automated testing and the corresponding GitHub repo for one of the frontends. • Managed Webdriverio automated testing setup and development Project with offshore team. • Monitored Instabug in-app bug reports and user messages. • Used Instabug in-app bug reports for Tech Support and in Reproduction of Bugs. • Live testing of on demand ground transport apps in vehicle and as dispatch. • Used an Agile process to report and work QA issues via JIRA. • Used logging, various service control panels and cloud monitoring tools to investigate, trouble shoot or detect issues.
PayHub, Inc.Technical Support and QA Engineer
Mar. 2014 - Jul. 2016San Rafael, CA● First level and second level support via proprietary support application for internal and external clients. ● Extensive second-tier support troubleshooting and problem solving user, application and workflow issues. ● Set up and maintained WordPress Support site with themes, locally on MAMP. ● Managed and configured company WordPress Support site. ● Edited, Created articles/posts/FAQs, with copy, HTML and CSS. ● Advised clients on 3 online payment acceptance options. ● Tested and configured various shopping carts and company’s corresponding plugin. ● Ran manual new feature and regression tests on iPhone, iPad, and Android payment app across multiple devices. ● Ran manual new feature and regression tests on Windows 7, Windows 8 and OSX across Chorme, Firefox and IE. ● Edited and created new manual testing procedures. ● Managed Zendesk set up and integration with JIRA integration. ● Worked closely with product manager and development team in agile environment with biweekly sprints, end of sprint meetings, sprint planning meetings and daily stand ups.
SocialChorusSoftware Customer Support Representative
Jan. 2012 - Jun. 2013San Francisco, CA● First level and second level support via Zendesk for internal and external clients. ● Extensive second-tier internal support troubleshooting and problem solving user, application and workflow issues. ● Worked very closely with Account Managers and Account Executives to help troubleshoot customer issues. ● Was liaison between influencers/advocates when Customer Success Manager question came through support line and not through managed outreach. ● Extensive work confirming and reproducing problems as well as documenting repro steps. ● Troubleshot workarounds for feature limitations. ● Used various resources, including Google, Twitter, Facebook, LinkedIn, Google+, Instagram, and Foursquare. ● Worked very closely with QA and Dev team in an Agile environment to update Pivotal Tracker with bugs and chores, and track their resolution. ● Managed Zendesk and the Zendesk-Pivotal tracker integration. ● Used tools such as Facebook and Twitter API Developer tools to audit cloud web-based mobile and desktop Software as a Service Social Brand Relationship and Asset Distributions, as well as Influencer/Advocate Actions/Endorsements tracking application. ● Worked closely with Product Manager and Engineering Manager. ○ Participated in Product Team / Developer IPMs, and Retros ○ Investigated and Troubleshot new technologies as they came along. ○ Documented features. ○ Trained / Demoed product features and other technologies.
Thingomatic, Inc.Customer Experience Advocate
Nov. 2010 - Dec. 2011● Competitive Research: Identified and Profiled Competition on internal Wiki. ● Industry Research: Monitored Industry news and competitor Blogs for trends. ● Pricing Research: Identified related price points and determined optimal equivalencies. ○ Research ○ Excel Pricing Comparisons and Analysis ○ Decision ○ Updating Python Code to reflect new pricing. ● Blogger: Researched Customer Targeted Topics and wrote articles intended for publication as Blog. ○ Decided priority of topics and relevance for customers ○ Researched Topics ○ Copy wrote articles. ○ Managed Contract Editor. ○ Managed process and archiving on Server and Wiki. ● Managed Contract Editor: Worked with Contract Editor to Coordinate Timing and Quality of Article. ● QA: Tested Application and reported functional or visual problems in internal ticketing system. ● Edited Python Code for pricing: Very basic updates of Python Code. ● Maintained interanl Wiki for Support: Created Support Articles for Support Wiki, FAQ, and Knowledge Base. ● Managed Projects as they arose: As evidenced above. Determined best method of execution for each Project.
XobniSupport
Dec. 2008 - Jun. 2010San Francisco, CA● First-Tier and Second-Tier Support ● Monitored Twitter, forums, and Mail and Web-Form Submitted Support tickets. ● Worked with developers on escalated issues to determine if issues were related to customer knowledge, lack of effort on the users side, or lack of information on that issue ● Confirmed Customer's computer configuration and that the basic system requirements were met including Conflicting Plug ins corrupted Outlook or Xobni data files, and miscellaneous trouble shooting. ● Updated FAQs as common issues arose or as a new feature or a change to a feature was introduced ● Investigated billing issues including product complaints, purchase flow issues, (technical, and communication), as well as Gateway provider and PayPal issues. ● Collaborated with other departments in development of web forms and support pages ● Worked with other departments in development of product by providing feedback on customer
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