Marcus A.

Experience

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  Usa 800

  Feb 2006 - May 2007

  - Measured call performance and provided early indicators of areas to improve.- Responsible for administration, training, mentoring, and team building for existing employeesand new hires.- Developed comprehensive training information to ensure CSR’s knowledge of products andservices.- Assisted in the management of 32 inbound customer service representatives.- Used quality assurance metrics to coach CSR’s improvement in call performance. - Displayed courtesy and strong interpersonal skill with all customer interactions. - Resolved customer complaints with strong verbal and negotiation skills. - Process an average of 61 inbound fast-paced calls per hour in a call center environment

  • Customer Service Trainer

    Jan 2007 - May 2007

  • Customer Service Advocate

    Feb 2006 - Jan 2007
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  LocalLaunch!

  May 2007 - Jul 2008

  - Managed a team of 3 to ensure that company goals were met and exceeded. - Trained CSA's on developing client loyalty, relationship, and value management. - Handled several complex PPC accounts and worked with CSA's to ensure client expectations were met. - Assisted in development of new service policies and procedures.- Interfaced with C -level executives concerning search engine marketing products such as Pay-Per-Click and websites; completed updates to clients’ website information, PPC bids, keywords, and PPC click budget as necessary. - Acted as the Customer Advocate throughout the entire product development cycle to ensure all components were focused on the needs of the clients.

  • Customer Service Manager

    May 2008 - Jul 2008

  • Customer Service Representative

    May 2007 - May 2008
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  J S Paluch

  Aug 2008 - May 2010

  Product Support Representative

  - Performed pre-sales demonstrations of CMS software for key leaders in the Catholic community. - Assisted in troubleshooting user problems along with performing upgrades and deploying fixes.- Developed a full set of internal and external training documents such as update instructions and software manuals- Performed live web training sessions for client’s staff and leadership team.- Completed the installation and implementation of 40 software purchases.

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  SAP Fieldglass

  Apr 2011 - Nov 2018

  • Maintained and updated the Functional Requirements documents after every major/minor release.• Worked closely with development and product management team to ensure that defects were properly resolved.• Completed various types of manual testing methods: Regression testing, Negative testing, End to End testing, UI testing.• Performed and Documented test plans with QA leads.• Supported QA efforts for a contingent workforce management platform in a waterfall environment.• Assigned new features to lead the testing effort during the QA phase of waterfall test method. • Completed regression testing for 10 major release deploys, 15 minor releases, and 10 hotfixes.• Created unit test cases and excel test matrixes to verify functional and non-functional requirements. • Used PTC Integrity to manage my own testing environment by deploying new versions. Show less • Use effective questioning techniques to understand customer business requirements and provide relevant configuration options and reasons • Collaborated, coordinated, and escalated on customer issues by acting as a customer advocate while working with all departments• Served as a subject matter expert on clients’ Fieldglass VMS accounts. • Supported VMS customers and partners via Salesforce ticketing.• Served as helpdesk support for VMS clients by resolving complex and high priority application issues reported by clients and partners.• Troubleshooted, tested, analyzed, and reviews cases/tickets to provide solutions for clients.• Actively participated in User Acceptance testing for newly developed features.• Configured Beta environments for clients by uploading test data and setting up test scenarios. Show less

  • QA Analyst

    Oct 2014 - Nov 2018

  • Application Analyst

    Jul 2013 - Oct 2014

  • Application Specialist

    Apr 2012 - Jul 2013

  • Help Desk Specialist

    Apr 2011 - Apr 2012
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  CityBase, Inc

  Dec 2018 - Jan 2021

  Quality Assurance Engineer

  • Utilized Postman to execute RESTful API testing for the payment gateway. • Implemented rigorous Selenium WebDriver test scripts as a pivotal prelude to every production deployment, ensuring uncompromised quality and flawless user experiences.• Utilized TestCafé to write automated end-to-end and cross-browser tests for mobile and web applications.• Executed hands-on point of sale (POS) kiosk device testing.

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  Articulate

  Jan 2021 - Feb 2023

  • Initiated as the inaugural hire and lead tester to spearhead the testing efforts for a pioneering project team of three to five members.• Utilized Cypress to build an automation test framework.• Used GitHub to assess pull requests, review test steps, and deploy to production environments.• Successfully led three projects simultaneously, which involved writing detailed test plans, cases, and scenarios for two new web features.• Worked cross-functionally across DevOps and Platform teams to test compatibility for eight web services for Elastic Kubernetes Service (EKS) migration.• Collaborated closely with design and development teams to integrate responsiveness testing into the development process, resulting in early detection and resolution of layout and usability issues. Show less

  • Senior Quality Assurance Engineer

    Sept 2021 - Feb 2023

  • Quality Assurance Engineer

    Jan 2021 - Sept 2021
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  Direct ChassisLink Inc. (DCLI)

  May 2023 - Dec 2023

  Lead QA Engineer

  • Conducted comprehensive business and technical requirements analysis, leveraging insights to formulate a robust test strategy that ensured thorough testing coverage.• Leveraged MySQL Workbench to manipulate, verify, and manage test data while verifying data integrity and consistency within the database• Executed integrated UI, API, and database tests to verify that data entered via the front-end UI propagated correctly through APIs and achieved successful database insertion.• Using Jira, I identified and meticulously documented software defects within the framework of Scrum methodologies, facilitating seamless communication and resolution across development teams.• Presented impactful live demos to C-Suite executives, showcasing key software features and functionalities and driving continuous improvement through critical feedback. Show less

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  Network Perception

  Dec 2023 - Oct 2024

  Senior QA Engineer

  • Utilized data integrity and validation techniques to ensure the client’s data was successfully transformed and loaded without loss or corruption• Spearheaded a Performance Testing initiative to evaluate scalability and successfully identified the application’s limits in CPU, memory, and other resources. • Utilized Allure TestOps to integrate and streamline testing efforts• Enhanced the existing Playwright automation framework by adding robust Python scripts, increasing test coverage, and improving efficiency within established testing workflows. Show less

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  Dragos, Inc.

  Sept 2024 - now

  Senior Performance Quality Engineer