Marcus Paige

Experience

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  ODU - Information Technology Services (ITS)

  May 2016 - Aug 2016

  Information Technology Services STEP program (ITS-STEP) Team Lead

  Promoted to team lead after a short time in the program involved in coordinating and training consultants in their job Duties, compiling monthly reports on employees, and was given access to password reset solutions Hired as part of Old Dominion’s Student Technology Employment Program (STEP) to gain practical knowledge and work experience in the IT field Duties included handling inquiries on books and interlibrary loans; troubleshooting library and student equipment such as printers, computers, and laptops; providing solutions to issues through knowledge of Windows and Macintosh operating systems and searching the internet; and using a variety of software applications, including Adobe Acrobat, remote desktop software, and Microsoft Word, Excel, PowerPoint, Access, and Outlook Show less

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  ODU Libraries

  Sept 2016 - Jul 2017

  Learning Commons Assistant

  Responsible for staying up to date with changes that occur in library systems and policies; as well as serving as the first point of escalation for STEP employees in regards to troubleshooting issues and patron requests. Coordinate with the Learning Commons staff to ensure that the needs of library patrons are met. Troubleshooting assistance is provided to all ODU affiliated patrons in-person or via phone, email, or chat application. Supervise STEP employees in the ODU Learning Commons, ensuring that work policies are adequately followed. These policies include accurately recording tracking data of equipment loans and patron interactions, following the correct procedures when checking a patron’s background for equipment loan eligibility and public computer login privileges, and ensuring that loaner equipment is properly stored and returned to the Learning Commons helpdesk Update Learning Common’s files in keeping track of who modifies patron accounts and services loan equipment. Prepare daily shift reports, including information on the current state of the library, any documents modified during a shift, and any new issues that were experienced, along with the steps that led to them being resolved or escalated Responsible for training STEP employees on how to conduct reference material searches for patrons using databases affiliated with the library, and in equipment loan procedures and policies Show less

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  DAO Group

  Jul 2017 - Mar 2018

  Help Desk Associate

  Performed duties as a trainer for new employees in handling client support inquiries, troubleshooted David A. Ortiz (DAO) Group hardware and software, created reports, and staged equipment. Created and modified training materials and documentation for employees for training clients in utilizing DAO products Trained strong oral and written communication skills; ability to work independently and effectively as an integral team member; highly skilled in gathering and assimilating data into a feasible plan; specialized in handling multiple tasking including short fuse and urgent tasking with prompt deadlines Provided tier 1 support for DAO hardware and software to clients via telephone, email, and remote desktop. Additional duties included: preparing and sending replacement equipment upon request, performing software testing, reviewing, tracking, and researching issues using an online ticket system, and providing after hours support Utilized skills and comprehensive knowledge to train clients on how to create reports within DAO provided software, including gross sales and returns reports, as well as custom reports for specific stores or vendors. Utilized analytical skills to identify errors on reports and recommended solutions to minimize errors Show less

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  Decisions

  Mar 2018 - Oct 2022

  Build and execute test strategies across various release builds to ensure high-quality, on-time delivery of the Decisions platform Document, maintain, and execute effective test strategies and test cases in tight timelines across multiple platform versions to assure quality and validate changes. Test cases include areas such as smoke, regression, exploratory, negative, defect-based, and sanity testing Report and monitor defects in the platform and collaborate with the development team to determine how upcoming releases will be affected, develop an action plan, finetune test cases, and ensure that automation testing is applied whenever possible Create reports that depict testing progress to assist in tracking release readiness Mentor the QA team in navigating the Decisions platform, creating efficient test cases, and building a mindset around suggesting platform improvements from a usability and customer perspective Collaborate with the QA Team manager to discuss ways to improve the QA processes and team efficiency Show less Promoted to Support Team Lead. Lead the Decisions tier 1 team in troubleshooting user issues to resolve support inquiries both internally and from our client base Partnered with upper support management to identify opportunities for department growth, hire and train new team members, improve team autonomy, and decrease employee stress while providing 24/7 support coverage Mentored and trained tier 1 and 2 Support Analysts in providing customer service and troubleshooting the platform, doubling the number of autonomous team members in less than a year Led daily scrum meetings with the tier 1 support team to provide direction or assistance, increasing our teams' overall ability to meet target Key Performance Indicators (KPIs) and deadlines by 50% within 2 months Advised tier 1 Support Analysts in reporting defects, creating test cases, and documenting recommendations for improvement Acted as a repository version control Subject Matter Expert (SME) for the support team, training potential SMEs, advising on version control related projects, and working closely with our in-house Repository Developer to maintain a knowledge of identified issues and new repository features Tested and developed CI/CD functionality integrations with our platform using tools such as Azure DevOps pipeline to seamlessly migrate application releases to staging and production Show less Partnered with clients and internal teams to create requirements documents, draft project models, and offer direction and troubleshooting during the business application development process in support of the Decisions platform Maintained the integrity of the Decisions platform by providing internal and external support in areas ranging from platform navigation and troubleshooting to performance testing and 3rd party integrations, assisting the QA team in creating smoke tests and curating instructional documentation to reflect real-time findings during these tasks Created Proof Of Concepts(P.O.C.s) demonstrating platform functionality, facilitating knowledge transfer to our customers Analyzed customer applications and implemented performance testing to ensure the level of usability, consistency, and scalability needed by the customer was met Reported feature requests and defects identified on the job to our development team, created test cases for ease of verification and development, and tested the implemented fixes to ensure that the applied changes function as intended Assisted in database migrations and developed upgrade plans to maintain data integrity throughout the development life cycle Show less

  • Senior QA Analyst

    Jun 2021 - Oct 2022

  • Support Team Lead

    Sept 2019 - Jun 2021

  • Technical Business Analyst

    Mar 2018 - Sept 2019
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  Mortgage Connect, LP

  Oct 2022 - now

  Sr. QA Automation Engineer