John A Boas
Salt Lake City,UT
Summary
Strategic and data-driven Technical Quality Professional with a Master’s in Biomedical Engineering and extensive experience across the aviation and IT sectors. Currently specializing in high-stakes observability and AI validation for Delta Air Lines, leveraging Dynatrace and Quantum Analytics to optimize system health and reduce MTTR. Proven track record in developing proprietary mathematical models for process automation and leading large-scale technical projects within PMI-oriented frameworks at IBM and PwC. Expert in "Shift-Left" initiatives, backend database validation (SQL/SAP), and cross-functional leadership in complex, multilingual environments fluent in English, Portuguese, and Spanish.
Overview
25
25
years of professional experience
Work History
Software Quality Engineer
Delta Air Lines, Inc
Atlanta, GA
02.2025 - Current
- Observability & Monitoring: Leveraged Dynatrace to monitor system health and application performance, performing deep-dive root cause analysis on production defects to reduce MTTR.
- Data-Driven Quality: Utilized Quantum Analytics for advanced data mining and metadata compilation, transforming raw test results into actionable insights for future test design and system optimization.
- AI Validation: Engineered validation strategies for AI-driven reservation tools (RIA and Netomi RVA), ensuring high-fidelity responses and seamless integration with backend services.
- Technical Testing: Conducted complex API testing and validation using qTest, ensuring robust communication between airline ancillary products and core reservation databases.
- Shift-Left Leadership: Spearheaded "Shift-Left" initiatives by engaging in early requirement grooming and technical design reviews to identify logic flaws before code development.
- Agile Integration: Managed the end-to-end defect lifecycle within a fast-paced Scrum environment using Agility, collaborating with IT architects to ensure scalable and flexible backend mechanisms.
- Stakeholder Alignment: Translated high-level commercial goals for ancillary products into detailed technical requirements, maintaining a consistent Delta brand experience across all customer-facing channels.
- Technical Leader: Mentored and upskilled new team members on observability best practices and AI validation frameworks, increasing the team's technical proficiency.
Customer Experience Supervisor
Delta Air Lines, Inc
Salt Lake City, UT
08.2022 - Current
- Operational Recovery & Stability: Spearheaded front-line response during high-concurrency system disruptions (IROPS), executing recovery protocols to stabilize operations for 500+ daily passengers while maintaining brand quality standards.
- Regulatory Compliance & QA: Served as a Complaint Resolution Officer (CRO) and Disability Specialist, ensuring 100% adherence to ACAA, ADA, FAA, and DOT regulatory frameworks through rigorous process auditing.
- Root Cause Analysis: Managed Tier-2 escalations by performing rapid root-cause analysis on service failures, implementing immediate corrective actions that reduced formal corporate grievances by 30%.
- Technical Mentorship: Directed the resolution of critical escalations by coaching front-line staff on standardized operating procedures (SOPs) and de-escalation logic, fostering a culture of continuous process improvement.
- Multilingual System Support: Utilized trilingual fluency (English, Spanish, Portuguese) to mediate complex international service gaps, ensuring equitable access and high-fidelity communication for a global user base.
Technical Interpreter and Translator
Linguistica International
Salt Lake City, UT
10.2010 - 08.2022
- Trilingual Technical Communication: Provided high-fidelity, real-time interpretation (Portuguese/English/Spanish) for medical, legal, and government sectors, ensuring 100% accuracy in complex technical terminology.
- High-Stakes Liaison: Facilitated critical communication for government delegations and law enforcement, maintaining strict ethical standards and confidentiality in high-pressure environments.
- Cross-Functional Support: Managed real-time interpretation for international conference calls and workplace communications, bridging language gaps to ensure project alignment.
Project Management Coordinator
IBM International & PwC
Brazil
12.2000 - 12.2010
- Mathematical Process Engineering: Personally developed a proprietary mathematical formula to optimize inventory flow; integrated the resulting performance index into the automated invoicing system to ensure billing precision.
- Project Management Excellence: Directed end-to-end technical project lifecycles within formal PMI-oriented frameworks, managing cross-functional teams and ensuring 100% alignment with global milestones.
- Database & Inventory Engineering: Leveraged SAP and SQL to engineer and manage complex inventory databases, maintaining absolute asset accountability and compliance with SOX standards.
- Infrastructure Deployment (IBM): Spearheaded a regional hardware refresh for IBM, coordinating the lifecycle management and technical deployment of 5,000+ assets across Latin America.
Education
Bachelor of Science - Biomedical Engineering
Unisa - University of Santo Amaro
Sao Paulo, BrazilMaster of Science -
USP - University of Sao Paulo
Sao Paulo, Brazil, BrazilBachelor of Science -
Unisa - University of Santo Amaro
Sao Paulo, BrazilSkills
- JIRA management
- Test Case Design
- User Acceptance Testing
- SQL Proficiency
- Scrum Framework
- Troubleshooting and Resolution
Additional Information
Adaptive technical professional with a proven ability to master complex systems and transition seamlessly between high-level strategy and deep-dive technical validation. Passionate about STEM innovation and committed to continuous professional development in the evolving digital landscape, including emerging AI frameworks and observability technologies.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Professional Working
Portuguese
Native or Bilingual
Timeline
Software Quality Engineer
Delta Air Lines, Inc
02.2025 - Current
Customer Experience Supervisor
Delta Air Lines, Inc
08.2022 - Current
Technical Interpreter and Translator
Linguistica International
10.2010 - 08.2022
Project Management Coordinator
IBM International & PwC
12.2000 - 12.2010
Bachelor of Science - Biomedical Engineering
Unisa - University of Santo Amaro
Master of Science -
USP - University of Sao Paulo
Bachelor of Science -
Unisa - University of Santo Amaro