Mahdi Gatei

• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Mentored and coached team members on QA topics and strategies.
• Organized and maintained work environment to allow for maximum productivity.
• Fixed identified issues to improve workflows.
• Fixed identified issues to increase productivity and boost workflows.
• Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership.
• Participated in requirements and used case reviews.
• Wrote and maintained detailed internal documentation on developed systems.
• Reported progress, test metrics and results to project stakeholders.
• Used SQL, Test Director and TestBench to assist with completing projects.

● Review Business Requirement Documents, Functional Requirements Specification, User Interface Design Documents and/or Use Cases to understand the functionality and working of the third party and/or inhouse applications.

● Work with team to develop Test Strategy & Approach, Test Plans, and Test Procedures to meet testing and product deadlines.

● Provide Status Reports on a weekly basis

● To be available for weekend and after-hours systems testing related to data center move

Design test cases in excel and create test data

• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Documented support interactions for future reference.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Walked individuals through basic troubleshooting tasks.
• Monitored systems in operation and quickly troubleshot errors.
• Resolved [Number] technical support inquiries per day.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Assisted call-in customers with questions and orders.
• Responded to customer calls and emails to answer questions about products and services.
• Emphasized product specifications to meet customer needs.
• Maintained and managed customer files and databases.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Described product highlights and benefits to help guide purchasing decisions.
• Resolved concerns with products or services to help with retention and drive sales.
• Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
• Maintained customer accounts and relationships.
• Stayed current on company [Product or Service] options to promote offerings during regular service connections.
• Brought in more than $[Amount] in new sales by leveraging successful sales techniques to build relationships and convert prospects into paying customers.