Detail-Oriented QA Analyst & Tech Support Leader

Jean Luc Jeanpierre

Brooklyn, NY ***** 646-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Detail-oriented Quality Assurance Analyst and Technical Support Specialist with over 10 years of experience resolving technical issues, optimizing processes, and delivering superior customer service. Proven expertise in troubleshooting complex systems and enhancing operational workflows. Adept at identifying root causes through data analysis to implement timely solutions that improve system performance and reduce downtime.

CORE COMPETENCIES

- Technical Support & Troubleshooting

- Quality Assurance & Process Optimization

- Customer Service Excellence

- Data Analysis & Reporting

- Software Testing & User Acceptance Testing

- Root Cause Analysis

- Risk Assessment & Documentation

PROFESSIONAL EXPERIENCE

Hello MyMO - New York, NY

Live Quality Assurance Analyst Nov 2019 - Feb 2024

- Monitored automated systems for errors and performance, providing prompt resolutions to minimize downtime.

- Leveraged internal and external tools to validate information related to medical scheduling and user communication.

- Identified and documented discrepancies, leading to workflow improvements and enhanced system efficiency.

- Collaborated with cross-functional teams to diagnose and resolve operational issues, driving continuous improvements.

- Managed system alerts, communicating effectively with users to collect key details for targeted troubleshooting.

- Documented all issues and improvement suggestions, working closely with the product operations team.

Key Achievement: Reduced issue resolution time by 25% through proactive monitoring and streamlined reporting procedures.

Gorevel.com - Brooklyn, NY

Technical Support Associate Apr 2019 - Mar 2020

- Provided timely and courteous support to customers, troubleshooting technical issues to enhance satisfaction.

- Escalated unresolved inquiries to management as needed, ensuring quick and thorough problem resolution.

- Translated complex technical concepts into layman's terms to facilitate customer understanding.

- Collaborated with customers remotely to identify and implement system fixes. Inovapartners

Software Support Specialist Nov 2016 - Feb 2018

- Delivered high-quality internal and external software support for client platforms.

- Defined, documented, and refined software support processes in collaboration with clients.

- Conducted user acceptance testing to verify system functionality and ensure compliance with requirements.

Corporaterewards.com - New York, NY

Technical Support Representative Nov 2013 - Aug 2016

- Assisted customers via phone and email, delivering top-tier support and building rapport.

- Managed and maintained reward site accounts for high-profile clients, including AAA, GMC, and PepsiCo.

- Provided technical guidance on the rewards platform, ensuring smooth navigation and usage. Cookieskids.com - Brooklyn, NY

Customer Support Representative (Online Division) May 2012 - Aug 2013

- Offered technical support through live chat, email, and phone, resolving inquiries and complaints efficiently.

- Managed high volumes of returns, improving customer satisfaction and retention. EDUCATION & CERTIFICATIONS

- LaGuardia Community College - Computer Science

- Lascomp Institute - Certificate in IT

- Computer Career Center - Microsoft Certified

TECHNICAL SKILLS

- Software: Microsoft Office Suite (Word, Excel, Outlook), Zendesk, Salesforce, Slack, Freshdesk, Unix

- Operating Systems: Windows XP/Vista, NT Workstation/Server

- Hardware: DNS Server, DHCP Server, Remote Access Server, I/O Boards, Video Cards, NICs

- Programming Languages: JSON, HTML, JavaScript, Unix Shell Scripts (Korn, Bourne, C Shell)

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