Mary K Damon
Winchester,CA
Summary
Dedicated professional with 16 years of experience in customer support and 8 years in Quality Assurance, specializing in PostalMate software. Proven expertise in resolving customer issues, enhancing service quality, and collaborating to improve product reliability and operational efficiency. Skilled in mentoring team members and developing innovative solutions to drive continuous improvement and customer satisfaction.
Overview
24
24
years of professional experience
Work History
Quality Assurance Analyst
PostalMate A Maersk Company
01.2016 - 01.2024
- Identified and reported software bugs, working closely with development teams in the US and Mexico to ensure timely resolution of issues.
- Used Agile methodologies to document bugs and track progress, ensuring alignment with project timelines and product releases.
- Played a pivotal role in onboarding and training new team members, focusing on system knowledge, quality assurance best practices, and fostering a collaborative team culture.
- Collaborated with cross-functional teams, including product managers and developers, to define and refine software requirements, ensuring the product met quality standards and customer expectations.
- Conducted in-depth testing and verification of carrier rates and zip codes to ensure accuracy and consistency across the PostalMate platform.
- Developed and executed test cases for new software features, evaluating functionality, usability, and performance to ensure high-quality product releases.
- Provided insights and recommendations for continuous improvements to the testing processes and the software product.
- Contributed to developing best practices for bug tracking, test case creation, and quality assurance workflows.
Customer Support Technician
PCSynergy PostalMate
01.2000 - 01.2016
- Acted as the first line of support for customers experiencing software-related issues, focusing on shipping carriers, rates, and reporting functions.
- Delivered training sessions for customers and internal team members, providing deep insights into PostalMate software features, troubleshooting techniques, and best practices.
- Authored and maintained comprehensive technical documentation, user guides, and FAQs to assist customers and internal teams in resolving technical issues efficiently.
- Provided hands-on troubleshooting for various technical issues, including Windows errors, printer malfunctions, network connectivity problems, and software compatibility issues.
- Developed and implemented tailored solutions for customers based on their needs, ensuring a positive experience and enhancing customer retention.
Education
High School -
06-1987
Skills
- Advanced proficiency in PostalMate, including installation, configuration, troubleshooting, and maintenance
- Experienced in creating detailed test cases, bug tracking, and functional testing of software applications, ensuring high standards of quality and performance
- Proficient in Agile practices to manage testing cycles and document issues effectively
- Familiar with using Azure DevOps for bug tracking, team collaboration, and release management
- Expertise in troubleshooting and resolving issues related to Windows operating systems, printers, and peripheral devices
- Skilled in installing, configuring, and troubleshooting a wide range of hardware devices and peripherals to support software functionality
Timeline
Quality Assurance Analyst - PostalMate A Maersk Company
01.2016 - 01.2024
Customer Support Technician - PCSynergy PostalMate
01.2000 - 01.2016
San Dieguito High School - High School,