Quality Assurance Analyst/Call Center Representative

Francisco Fernandez

*******.**********@*****.*** • +1-912-***-**** • Glennville, GA

SUMMARY

Detail-oriented quality assurance and testing professional offering strong research and debugging skills. Personable individual who works well in a team environment. Seeking a challenging quality assurance position within the software development industry.

EXPERIENCE

, IT Consultant

Sep 2023 - May 2025

I was an on call IT consultant tasked with assisting gas station managers and employees with IT related issues regarding fuel dispensers, debit/credit, cash registers, and password/account recoveries. I also assisted onsite technicians with troubleshooting/ setting up said devices.

Onshore Outsourcing, QA Team Lead

Apr 2020 - May 2023

For two years, I was a Quality Assurance Team Lead at Onshore Outsourcing. During my time, I have been responsible for managing a team of three testers executing test steps for a client developing voting software. Our tasks included regression testing, which we split weekly between the three of us, bug reporting and executing, test case writing and executing, as well as collaboration with developers, client managers and other testers on the client's side, to ensure testing requirements and acceptance criteria were met, and exceeded. I was also responsible for keeping track of my teammates' time, administering biweekly one on ones to each team member, and the training of new team members. Onshore Outsourcing, Quality Assurance Analyst

Oct 2015 - Nov 2018

Reviewed project requirements to uncover bugs and resolve issues within a timely manner. Ensured that process checks were done properly and at the correct frequency. Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration and teamwork.

Wrote, edited and updated project manuals and technical documentation that was used by the QA team. Analyzed and tested game builds to determine bugs and provide assistance in solving issues. Created and achieved product quality objectives and met product specifications. Directed onsite training for business users to maximize productivity. Provided continued maintenance and development of bug fixes and patch sets for existing web applications. Coordinated with systems partners to finalize designs and confirm requirements. Collaborated with clients from concept through final delivery of product or service. Consistently met deadlines and requirements for all production work orders. Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.

, Customer Service Associate

Jan 2013 - Sep 2013

Supported branding strategy by ensuring product displays aligned with corporate standards. Delivered exceptional customer service through acknowledgement, communication and commitment to quality. Exceeded service objectives by utilizing customer service and sales best practices. Informed customers about special promotions and provided detailed information for various products. Reduced downtime and resolved issues in customer sales and support. Monitored compliance risks while adhering to safety protocols. Utilized basic sales strategy to engage customers and present solutions to suit individual needs. Responded resourcefully to customer requests and concerns. Adhered to all company policies procedures and safety standards. Created an inviting environment for customers by maintaining store organization and cleanliness. Increased regulatory compliance by accurately completing tasks and adhering to safety regulations. Improved customer satisfaction ratings by addressing issues and fostering timely resolution. Decreased downtime by training ten employees on company products and sales strategy. Managed customer relations and customer service through daily communication and interaction. Exhibited exceptional customer service at all times, including addressing customer inquiries and ensuring resolution. Francisco Fernandez - page 1 of 2

Utilized exceptional communication to connect with customers, assess needs and present solutions. EDUCATION

Georgia Southern University

Bachelor's Degree • Computer Science • 2019 - 2023 SKILLS

SDLC • JIRA • DevOps • RETAIL SALES • QA • Agile • Leadership • Customer Service • Test automation • SQL

Francisco Fernandez - page 2 of 2

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