Kevin Rowe

Experience

• 

  Harris Teeter

  Jul 2012 - Oct 2015

  Cashier
• 

  LobbyGuard, a Raptor Technologies Company

  Oct 2015 - Apr 2024

  • Ensured high-quality software deliverables by verifying software integrity via testing of new features and bug fixes.• Tested changes under an agile CI/CD environment.• Revamped automation API scenarios via ReadyAPI, and Visual Studio to refine existing and create new ones for optimal functionality.• Upheld constant software performance by ensuring software stability, while testing for regressions between builds.• Boosted software quality using Gitlab and Jira for testing progress, issue escalation, and raising ISIs.• Maximized system reliability via analysis and rectification of cloud-based errors, while optimizing SQL server data.• Wrote Gherkin scenarios in Visual Studio for automated UI testing in a SpecFlow/Selenium automation framework.• Used some C# to write and maintain some API unit test scenarios in Visual Studio.• Tested in-sprint work and provided feedback/issues to Dev and Project Management teams.• Monitored Azure DevOps pipelines to verify production environment is fully operational.• Executed post-production release checkouts and sanity testing to ensure successful deployments.• Participated in daily Agile ceremonies (scrum, retrospectives, refinement, planning) and provided feedback to help direct sprint work.• Performed exploratory testing to enhance self-knowledge of new product areas. Show less • Directed and supervised 15 staff members to foster team cohesion and maximize technical work productivity.• Analyzed and resolved security events and reviewed audit logs.• Assisted customers with group policy changes to allow software to operate optimally.• Assisted clients with network monitoring to verify stable connection to proprietary software.• Monitored local office network to ensure devices were connecting and operating efficiently.• Created and deployed image backups, to windows based devices, for in office and client units.• Monitored Azure hosted SaaS network to ensure software was operating correctly.• Assisted company staff with resetting account credentials.• Supported customer firewall/whitelisting network issues as well as LDAP network configuration setup for clients.• Provided on-site support for network security, achieving high customer satisfaction scores (CSAT).• Delivered customer support to resolve escalated tickets and defuse dissatisfaction during phone interactions.• Coordinated strategic utilization of company offerings by conducting on-site product training for clients.• Ensured rapid integration and proficiency in role responsibilities by orchestrating training sessions for new hires.• Collaborated with development team to troubleshoot product errors and optimize product performance.• Minimized on-site travel requirements for issue resolution by handling customer software/hardware issues.• Rectified cloud-based software errors and rectified invalid/null SQL server data to reduce system response time.• Enhanced software functionality through feature testing for seamless integration and optimal user experience.• Improved product quality through rigorous QA testing to identify and address complex software issues. Show less • Documented and tracked all customer interactions, including issue resolution steps and follow-up actions.• Escalated complex technical issues to Tier 2 support and relevant teams for further investigation and resolution.• Assisted with software installations, updates, and configurations for end-users.• Collaborated with colleagues to improve technical support processes and knowledge base articles.• Maintained a positive and professional demeanor, while providing exceptional customer service.• Adhered to established service level agreements (SLAs) and response time targets for issue resolution.• Provided first-line technical assistance and support to end-users via phone, email, and chat. Show less

  • Quality Assurance Engineer

    Sept 2022 - Apr 2024

  • Senior Technical Support Engineer

    Oct 2016 - Sept 2022

  • Tier 1 Technical Support

    Oct 2015 - Oct 2016