Work Experience

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Yantra DigitalBristol, United Kingdom

Application Support AnalystOct. 2018 - Mar. 2022 (3yrs 6mos)

• Investigated 125+ case updates daily involving international customer queries by researching, responding, resolving, & delegating across 20+ project/ticket management boards in line with SLAs, resulting in unified communications between stakeholders regarding statuses, timelines, & roadblocks.
• Improved clarity on project status & support efficiency for a cross-functional agile team of 12 by proactively researching & implementing frameworks, restructuring processes, & utilising commands to automate workflows.
• Operated 5 bespoke SaaS ERP database web-based applications on multiple environments with 100,000+ entries as 1st & 2nd line support to determine root causes for reported issues & perform daily application administration, testing solutions, & monitoring functions.
• Created & updated 100+ knowledge base articles for internal & external customer reference & training such as manuals, presentations, user flows/processes/procedures, & video guides.

Requirements EngineerOct. 2019 - Mar. 2022 (2yrs 6mos)

• Elicited business requirements from customers & management to create specifications documentation for the development of 50+ new or improved modules; involving creation of user flows & test cases.
• Designed 300+ wireframes, prototypes, mockups, iconography & thumbnails, digitised sketches, and email content & validated with product management & client for hand-off to the development team.
• Tested, verified, & monitored deployments across 4 environments with the client against documentation, providing feedback points to reduce errors.

Head of TestingSep. 2021 - Mar. 2022 (7mos)

• Managed team of 5 software & hardware testers by coordinating assignment process for feedback collection; including manual & automated testing.
• Established 8 standard templates for the team for use in specific cases, reducing time to manually create & increasing efficiency.

Technical

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JIRA, Trello, Basecamp, Google Workspace, Gmail
Google Analytics, Firebase, Mailtrap
Axure RP, Adobe XD
Laravel, PHP, HTML, CSS, Selenium IDE

Education

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St Brendan's Sixth Form CollegeSep. 2016 - Jun. 2018

Business, Computer Science, Use of Maths