Technical Support Quality Assurance
Resume:
LESLEY ERIN
LATHRUM
**** *** * ****** ****, MO *4152
*********@*****.***
https://www.linkedin.com/in/lesley-erin-lathrum
-248bb7121/
PROFESSIONAL SUMMARY
Detail-oriented and versatile Software Testing and Technology Support professional with over 8 years of experience in software quality assurance, technical support, and process improvement. Proven expertise in creating and maintaining robust testing suites, executing manual and automated tests, and ensuring seamless product deployments. Experienced in agile methodologies, cross-functional team collaboration, and customer support during software upgrades. Adept in tools such as Azure DevOps, TFS, Silk, Visual Studio, SQL POS,, and ServiceNow. Strong background in training, mentoring, and leading technical support teams with a focus on service quality and operational efficiency
SKILLS
● Retail POS
● Technical Training
● Agile/Scrum
● Azure DevOps (MS)
● Data & Trend Analysis
● SQL (8 yrs)
● Documentation
● Windows OS
EXPERIENCE
Software Tester II Script Pro
MARCH 2021 - CURRENT
● Designed, implemented, and maintained comprehensive testing suites for multiple software products supporting pharmacy automation.
● Performed rigorous manual testing to validate new features and catch regressions prior to deployment.
● Developed and executed automated test scripts using Azure DevOps, Silk Test, and Visual Studio.
● Identified and logged software bugs in TFS, collaborating with development teams for timely resolution.
● Worked within an Agile methodology, contributing to sprint planning and iteration reviews.
● Supported live customer environments during software upgrades, troubleshooting and resolving issues in real time.
Technology Analyst III Hallmark Cards Inc.
MAY 2019 – MARCH 2021
● Led Help Desk Level 3 team and provided real-time escalation support and coaching to junior analysts.
● Delivered onboarding and ongoing training for Level 1 and 2 teams, enhancing support effectiveness.
● Conducted call quality evaluations, providing real-time feedback to ensure consistent service standards.
● Authored and executed production release testing to support stable software deployments.
● Automated repetitive manual Excel tasks using macros to improve reporting efficiency Technology Analyst I & II Hallmark Cards Inc.
JUNE 2016 – MAY 2019
● Delivered Level 1 and 2 technical support for retail systems including POS hardware/software.
● Resolved issues by navigating Hallmark and vendor systems, ensuring SLA compliance.
● Wrote SQL queries and provided real-time production environment support.
● Mentored new hires and created knowledge base documentation used across teams.
● Utilized ServiceNow to log, monitor, and analyze support trends. Senior Certified Pharmacy Technician Aetna
SEPTEMBER 2015 – MAY 2016
● Processed complex prescription orders in coordination with healthcare professionals.
● Managed precertification and specialty medication requests with external vendors.
● Ensured compliance with state regulations through ongoing education and quality checks Certified Pharmacy Technician Unitedhealth Group Inc. AUGUST 2011 – SEPTEMBER 2015
● Translated prescription instructions (SIG codes) and processed orders efficiently.
● Collaborated with care teams to ensure safe and accurate dispensing.
● Maintained up-to-date knowledge of pharmacy regulations and workflows EDUCATION
High School Diploma Park Hill High
2006
2
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