Anastasia Dragoman
WINTER GARDEN,FL
Summary
Technical Customer Support Specialist with experience providing phone, email, and chat-based support in fast-paced environments. Strong background in technical troubleshooting, incident management, SQL data validation, and customer issue resolution.
Proven ability to resolve customer issues efficiently, improve first contact resolution, and communicate effectively with both technical and non-technical users. Experience supporting web-based applications, backend systems, and user-facing platforms within Agile environments.
GitHub: https://github.com/anastasia-dragomanQA
LinkedIn: https://www.linkedin.com/in/anastasia-dragoman-92b236212/
Overview
16
16
years of professional experience
Work History
Test Engineer
Cubic Defense
Orlando, FL
11.2023 - 12.2024
- Provided daily application and platform support to internal users, diagnosing and resolving software and system issues.
- Investigated, reproduced and documented complex defects.
- Colaborated with development teams to resolve incidents.
- Executed basic SQL queries to validate backend data and support troubleshooting efforts.
- Logged, categorized, updated, and tracked tickets in JIRA, ensuring accurate documentation and timely resolution.
- Escalated issues appropriately to senior technical teams when required.
- Communicated technical findings clearly to both technical and non-technical stakeholders.
- Maintained detailed records of troubleshooting activities to support reporting and historical tracking.
- Participated in SDLC processes, validating system updates prior to deployment.
QA Engineering Bootcamp – Real-World Project
Test Pro
Culver City, CA
11.2022 - 06.2023
- Executed manual test cases for web applications, validating functionality and system behavior
- Identified, reproduced, and documented defects with clear steps and expected vs actual results
- Performed API testing using Postman and validated responses
- Used SQL queries to validate backend data and ensure data consistency
- Maintained test documentation and defect tracking in Jira
- Participated in Agile team activities and collaborated with developers to resolve issues
- Gained hands-on experience with testing workflows, defect lifecycle, and QA best practices
Card Operations Specialist
Bank of Economy
Chisinau, Republic of Moldova
02.2009 - 09.2015
- Delivered customer support in a high-volume, service-oriented environment, assisting clients with account, billing, and transaction issues
- Investigated discrepancies, validated transaction data, and resolved customer concerns efficiently
- Handled billing, account access, and system-related issues, ensuring accuracy and compliance
- Communicated clearly with customers and internal teams to resolve issues and improve satisfaction
- Maintained accurate documentation of customer interactions and service requests
- Managed multiple requests simultaneously while meeting strict deadlines and service expectations
Education
Bachelor of Science - Engineering and Management in Telecommunication
Technical University of Moldova
Moldova01-2009
Skills
- Technical Support (Phone, Email, Chat)
- Customer Issue Resolution and First Contact Resolution
- Incident Management and Ticketing Systems (Jira, Confluence)
- Application Troubleshooting and Root Cause Analysis
- SQL (Data Validation, Querying, Troubleshooting)
- Web Application Support (Frontend and Backend Systems)
- eCommerce Platform Support (User Accounts, Billing, Configuration)
- Customer Onboarding and User Guidance
- Defect Identification, Documentation and Escalation
- Knowledge Base and SOP (Standard Operating Procedures) Usage
- Cross-functional Collaboration (Developers, Product, Support Teams)
- SDLC / Agile / Scrum
- Microsoft Office (Excel, Word)
- Time Management and Multitasking in High-Volume Environments
- Strong Written and Verbal Communication
- Problem Solving and Critical Thinking
Languages
Romanian
First Language
English
Proficient
C2
Russian
Proficient
C2
Spanish
Elementary
A2
Timeline
Test Engineer
Cubic Defense
11.2023 - 12.2024
QA Engineering Bootcamp – Real-World Project
Test Pro
11.2022 - 06.2023
Card Operations Specialist
Bank of Economy
02.2009 - 09.2015
Bachelor of Science - Engineering and Management in Telecommunication
Technical University of Moldova