Social Media Digital Testing

JoAnne C. McGuffie

QA/Product Support/Operations Professional

**********@*****.*** / C: 410-***-**** / Cambria Heights, NY 11411

Summary

E-Comm, QA, product support. Helping companies to improve the value of its social media platforms. I am effective to identify, triage, test, retest and resolve issues. Cross-functional communicator with a decisive and diligent approach to applying policies and handling daily issues troubleshooting to resolution.

Experience

Manpower – Research Analyst

New York, NY

Testing wearable technical gear thru application for FB

Research and track data issues analyze data collection

QA testing new wearable products

Troubleshoot issues with equipment

DSW Warehouse - Product Support Analyst

New York, NY

Documented transaction information including accounting ledgers and certificate records using proprietary cloud-based software.

Monitored multiple databases to keep track of all company inventory.

Led a complete review of operational costs and potentially wasteful practices, resulting in minimal cost increases as company headcount and business volume skyrocketed.

Planned and executed requirements gathering project for a new product launch’s that would improve revenues.

Ralph Lauren Corporation - Business Analyst

New York, NY

Worked closely with engineering, marketing and development to identify new business opportunities and routinely participated in the sales process.

Tracked data problems and analyzed information to find root causes.

Documented process flows and developed requirements for functional improvements and enhancements.

Identified key growth and contribution opportunities for business through JIRA and Confluence.

Supported global product launches and work with sprints and product managers, engineering and senior management

MTA/TCA - Senior System Support Analyst

New York, NY

Support liaison for the release of digital products within the NYC subway system.

Codified system infrastructural details and operating procedures to strengthen controls and maintain performance.

QA end to end user experience testing with digital countdown clocks.

Evaluated performance benchmarks and established review metrics for future tracking.

Manage day to day escalations and troubleshooting issues

Collaborated with the support team to assist client stakeholders with emergent technical issues and develop effective solutions.

NBC Universal/Comcast - Operations Support Specialist

New York, NY

System support liaison in NBC Local digital media division for both Eastern & Western markets.

Provided 24 x 7 technical support and enhancements to 26 NBC.com market sites. Platforms of Roku, CoziTv, iPhone, iPad, Android

Received and prioritized support requests while maximizing resource utilization through Tableau software.

Documented all facets of technology department operations, including network infrastructure, licenses, and FAQs, facilitating consistent responses and team operations. Agile product development process.

Directed social media and digital marketing strategy and initiatives to promote brand building, guest retention, engagement, reputation, and revenue-focused activities using Facebook, Instagram, and Twitter.

Defined and established goals to overcome identified business challenges related to customer retention, brand awareness, sales, online presence or reputation, and visitor traffic.

Lite automation experience performing root cause testing of new products and upgrades to all markets.

Verizon Communications - Senior Program Analyst

Queens, NY

Product management experience with FIOS services

Generated revenues in excess of $10K daily with LD and FIOS services as IT liaison for 1500+ call center clients in both Eastern & Western regions.

Performed in-depth analysis to help solve diverse problems with program implementation and operations.

Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.

Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.

Devised incisive workarounds and resolutions for Fiber ordering systems including but not limited to billing issues.

Created and maintained a data application usage log for end-user troubleshooting, which was adopted by the department and used to speed overall support turnaround times by 75%.

Executed proof of concept implementations to validate product feasibility.

Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction, and performance.

Verizon Communications - Systems Analyst

Baltimore, MD

Devised implementation plans, including cost-benefit and ROI analyses.

Kept project teams on-task with proactive control of budgets, schedules, and scopes includes maintenance of 3000+ test accounts.

Established key issues in need of resolution and project performance metrics to set planning objectives.

Developed quality assurance controls for design approaches.

Introduced change improvement plans to ensure process alignments with specific goals, methodologies, and initiatives throughout the management office.

Quality tested of all new products and identified any risks affecting revenue (PROD and UAT).

User experience testing (UAT) from conception to inception to launch multiple products.

Additional Info

Verizon Excellence Award, 2005

Vice President - Mocha Mom's Queens chapter

Highlander COOP board member

https://www.linkedin.com/in/joanne-mcguffie-7589367/

Skills

Issues Management

Quality Assurance/Support

User Experiencing Testing

System Operations Integration

Business/System Analyst

Mobile Device Management

Data/Analyst Management

JIRA/Salesforce

Leadership /Team Building

Marketing Improvements

Omniture/Ad Triage/Freewheel

Customer Service Operations/Management

Training/Development

Entertainment Platforms

Risk Management

Document reporting results

Process improvements

Education and Training

University of Phoenix

Baltimore, MD

MBA

York College of The City University of New York

Jamaica, NY

Bachelor of Science: Psychology

Certifications

SCRUM Course, Agile Training (2016)

PAOS Business Course Certification (2007)

AMA Project Management Leadership (2005)

Requirements Writing Certificate (2005)

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