Customer Support & QA Analyst
Resume:
ASHLEY
DITTMER
CUSTOMER SUPPORT/
QUALITY ASSURANCE
********@*****.***
Greenville, SC 29605
CONTACT
SKILLS
Customer support and issue
• resolution
Clear verbal and written
• communication
• Problem solving
• Documentation
• End to end testing
• Root cause analysis
• Troubleshooting
• Process following
Customer focused professional with a strong background in technical support and troubleshooting across SaaS products. Experienced in handling high volume of customer issues, diagnosing problems, and delivering clear, friendly solutions that improve customer experience. Skilled at working with cross-functional teams to resolve issues quickly while maintaining accuracy and attention to detail. PROFESSIONAL SUMMARY
Customer Support
Emplifi, Columbus, Ohio
Quality Assurance Analyst
Pearson, Chandler, AZ
EXPERIENCE
February 2015 - May 2026
Troubleshot and resolved customer issues across multiple SaaS platforms by
• diagnosing problems, identifying root causes, and delivering timely solutions. Reviewed application and system logs to investigate customer reported issues
• and support troubleshooting efforts.
Handled a high volume of incoming issues, prioritizing and managing them
• through resolution in a ticketing system i.e. Jira and Zendesk. Diagnosed root causes of issues and created detailed bug reports with clear
• reproduction steps to support efficient resolution. Communicated troubleshooting steps and technical information in a clear,
• customer-friendly manner.
Worked closely with cross-functional teams including Product and Engineering
• to ensure timely resolution of issues affecting end users. Found patterns in recurring issues and helped reduce repeat customer
• problems.
Supported multiple products at the same time and quickly learned new tools
• and workflows.
• Assisted in validating bugs and testing new features. Updated internal documentation with troubleshooting findings, resolution steps
• and process improvements.
March 2009 - February 2015
Developed test plans and defined test scenarios, driving overall testing strategy
• for new feature releases.
Designed and executed both manual and automated test cases to ensure
• application quality and functionality.
Monitored, analyzed, and resolved nightly automated test failures to identify
• defects and improve test reliability.
Executed high-volume test cycles (2,000+ test cases biweekly) across multiple browsers (Chrome, Firefox, Safari, Internet Explorer) and operating systems
(Windows, macOS, Linux).
•
Performed exploratory testing to identify usability, functional, and system-level
• issues within a Learning Management System.
Tracked and managed defects in accordance with established QA processes,
• including logging, verification, and validation of fixes. Collaborated with developers to test code fixes, provide feedback, and ensure
• successful resolution of defects.
Executed automated test suites to generate test data for manual validation and
• verification.
Led QA input during Agile ceremonies, providing test status updates, risk
• assessments, and release readiness feedback to support sprint commitments. Bachelor of Arts in Psychology
Arizona State University, AZ
EDUCATION
January 2009
References available upon request
REFERENCES
Contact this candidate