Leslie Young
INDIANAPOLIS,IN
Summary
With a proven track record at Angie's List, I excel in analytical problem solving and fostering collaborative leadership. Expert in MSSQL and adept at driving quality management processes, I've significantly enhanced cross-departmental project outcomes and team performance, showcasing a strong blend of technical prowess and interpersonal skills.
Overview
9
9
years of professional experience
Work History
Product Escalation Manager
Angi
02.2022 - 04.2023
- Collaborated with multiple departments in cross-functional projects.
- Enhanced team performance through effective communication.
- Executed evaluations on team member performance.
- Distributed duties aligned with team members' abilities.
- Oversaw continuous monitoring of critical KPIs to ensure optimal performance.
- Fostered positive interactions among employees, management, and vendors.
- Encouraged a collaborative work atmosphere.
- Assessed staff training requirements, supplying needed resources.
- Recruited, onboarded, and guided new employees.
- Led meetings with department heads to review progress toward quality objectives.
- Assessed current quality initiatives' effectiveness, identifying areas for enhancement.
- Generated detailed reports on quality trends, root cause analyses, and nonconformance issues.
- Decreased quality issues with comprehensive improvements.
Software Quality Assurance Engineer
Angie’s List
01.2016 - 02.2022
- Contributed to successful platform migration efforts.
- Detected, documented, and escalated issues and defects to the appropriate departments.
- Evaluate bugs to determine impact, urgency and priority.
- Writing effective test cases and defect tickets.
- Analyzed data to derive actionable insights.
- Re-tested software application to validate bug fixes.
- Executed functional, regression, and performance tests on software products.
- Ensured effective interaction between remote teams, resulting in cohesive project management.
- Participated in developing user guides, FAQs, and training resources for end-users.
- Performed manual testing on web applications, mobile apps, and APIs.
- Conducted backend testing using SQL queries to ensure database accuracy.
Product Support Specialist
Angie’s List
12.2013 - 01.2016
- Diagnosed issues and maintained thorough documentation.
- Crafted efficient documentation for issue resolution strategies.
- Tested and validated new features during UAT.
- Reported issues to appropriate teams throughout the platform migration process.
- Coordinated support tickets, prioritizing urgent issues first.
- Analyzed client data to identify trends.
- Created knowledge base articles for common customer inquiries.
Education
Bachelors of Music - Vocal Performance
Indiana University
Bloomington, IN04.2005
Skills
- Analytical Problem Solving
- Root Cause Identification
- Incident Management
- Skilled in MSSQL and SQL
- Knowledgeable in software applications such as New Relic, Jira, Confluence, TestRail, Twilio, Postman, SendGrid, Jenkins, and Kibana
- Salesforce Admin Skills
- Application support
- System monitoring
- Data Analysis
- Code debugging
- Business Intelligence
- Strong Communication Skills
- Quality Management Processes
- Collaborative Leadership
- Self-Directed Initiative
Awards
Angie's List 'A' Lister Award, Awarded for top performers that exceeded performance expectations and assisted delivering quality products and solutions.
Timeline
Product Escalation Manager
Angi
02.2022 - 04.2023
Software Quality Assurance Engineer
Angie’s List
01.2016 - 02.2022
Product Support Specialist
Angie’s List
12.2013 - 01.2016
Bachelors of Music - Vocal Performance
Indiana University
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