Quality Engineer Technical Support

**** ************ ******, ********, ****** STATES, 30152 • ********@*****.*** • 678-***-****

ANDREW DACOSTA

Quality Engineer

PROFESSIONAL SUMMARY

Quality Engineer with extensive expertise in automation and manual testing, leading QA initiatives across diverse software rollouts. Over 11 years of experience in Agile environments, utilizing skills in Jira, Jenkins, and AWS to enhance testing frameworks and reduce regression by 75%. Committed to continuous improvement and delivering high-quality software solutions, with a focus on cross-functional collaboration and innovative testing strategies.

EMPLOYMENT HISTORY

QUALITY ENGINEERJun 2013 - Dec 2024

VERINT SYSTEMS INC.Alpharetta, GA

Lead QA engineer on a geographically dispersed scrum team.

• Reported and tracked software defects using Jira and HP Quality Center.

• Perform Regression, Integration, UAT, Persona, Must-Pass and E2E, manual and automation testing.

• Design and maintain and execute test plans and test cycles using Zephyr Scale.

• Participated in the overhaul of the manual testing framework which reduced regression by 75%.

• Create Runbooks for new features to assist the implementation teams.

• Experience with Selenium WebDriver, TestNG, Playwright, Eclipse, VSCode.

• Familiar with Harness, Datadog Synthetic tests, Git, Postman and Jenkins CI/CD.

• Participated in BPM meetings with management and other scrum teams.

• Some experience with AWS and Microsoft Azure.

• Identified & implemented continuous improvements to our automation pipelines.

• Perform cross-browser testing to ensure compatibility with IE, Chrome, Firefox and Safari.

• WCAG compliance testing for accessibility and usability using JAWS screen reader.

• Participate in daily scrum meetings, weekly sprint planning and bi-weekly retrospectives.

• Work closely with developers and product managers as part of Three Amigos perspective meetings.

SENIOR TECHNICAL SUPPORT ENGINEERFeb 2010 - Jun 2013

VERINT SYSTEMS INC.Alpharetta, GA

Tier-3 technical support engineer.

• Install software upgrades and database patches for customers.

• Chosen as the dedicated TSE for one of our largest customers.

• Resolve CTI related issues with Avaya and Cisco switches.

• Work with developers and field engineers to resolve critical issues.

SENIOR TECHNICAL SUPPORT ENGINEERAug 2008 - Jan 2010

AVAYAKennesaw, GA

Senior technical support engineer for Avaya branded Verint software suite.

• Worked with premium customers to troubleshoot and resolve issues.

• Experience working on Linux environments.

• Mentored and trained new engineers.

TECHNICAL SUPPORT ENGINEEROct 2006 - Aug 2008

VERINTAlpharetta, GA

Troubleshoot and resolve issues with OEM Impact360 software.

• Resolve CTI related issues for Avaya Communications Manager.

• Work with AES and CM Engineers to resolve problems with CSCM.

• Install software upgrades and database patches for customers.

OWNER / DIRECTORNov 2004 - Jul 2006

GLASS CONCEPTS LTDKingston, JA

Managed the daily operations of the business.

• Track and maintain inventory.

• Managed employees and payroll.

• Supervised multiple large projects across the Island.

EDUCATION

BACHELOR OF SCIENCE IN COMPUTER SCIENCE

Florida International UniversityMiami, Florida

SKILLS

Selenium WebDriver, TestNG, Playwright, Eclipse, VSCode, Jira, HP Quality Center, Zephyr Scale, Git, Postman, Jenkins, AWS, Azure, Linux, Agile, WCAG, CTI, Avaya, Cisco.

LINKS

LinkedIn: linkedin.com.

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