Customer Support Quality Assurance

Mathew Stucki

Career Profile

High-impact, mechanized strategies with defined objectives ensure quality is not left to chance. Quality is an engineered outcome. Content Writer with experience describing benefits and helping articulate and simplify solutions for clients in the hospitality and technology industries. Expert supporting and explaining massively distributed systems with user interfaces that delight customers. Customer advocate. Experience

QA SOLUTIONS GROUP, American Fork, UT (2012-present) Business Owner and Mentor – Promote success, effective consulting, vendor management, quality assurance, and achieved objectives

• Work collaboratively with Software Engineers and Support representatives to bring about desired results

• Expert implementation of enterprise processes with experience developing best practices to develop optimal email copy

• Effectively manage many competing deadlines and concurrent projects and campaigns to success

• Transform and improve processes that refine and expand services from successful startup through corporate acquisition ORACLE, Lehi, UT (2015-2020)

Senior Technical Support Engineer – Communicate trust and disseminate confidence to the customer

• Secure, maintain, and delight customers with attention to detail

• Use support strategies and technical resources to improve and streamline vendor management experience MOREGOOD FOUNDATION, Orem, UT (2014-2021)

Freelance Writer –.

• Regularly works with upper management on the direction of columns to ensure work is clearly and accurately represented

• Work with editors and guide team to ensure clear voice properly represents leadership’s intent

• Deliver articles under strict deadlines and write a particular weekly column for 6 years MEDICONNECT GLOBAL, South Jordan, UT (2007-2011)

QA Director - Build team of 40+ testers and call center agents prior to $370M buyout. Manage local and offshore teams, product validation, mobile apps implementation, and automation. Out-of-the-ordinary verification strategy that propelled company success to acquisition. 1-800CONTACTS, Draper, UT (2005-2007)

QA Manager – Lead team in testing for weekly deployments. Push software to its limits. Exceed customer expectations. Automated testing and manual validation. Ensure quality is paramount. Plan, organize, and deliver on time Software

JIRA, Xray, JavaScript, Peopletools, Watir, Selenium, Micro Focus, Ruby, PHP, SourceSafe, TFS, Visio, Visual Studio, HTML, CSS, Oracle and SQL Server databases, Wireshark, Linux, REST, SOAP, SnagIt, Postman, Helix, IOS, Webex, TestPartner, Confluence, Zoom, IntelliJ Education

B.A. degree, Communications/Public Relations ■ Brigham Young University – Provo, Utah CSQA Quality Assurance Certification, 2006 ■ Quality Assurance Institute – Sandy, Utah Scrum Master certification demonstrating Agile and Scrum mastery, 2023 – American Fork, Utah

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