MICHELLE A. FIACCO
Albany,New York
Summary
Experienced Business Professional with 25 years dedicated to delivering unparalleled customer service. Renowned for unwavering commitment, unbridled ambition, and a results-driven approach. Recognized expertise for spearheading and nurturing high-performing teams and making significant contributions to business success. Proficient at solving intricate business challenges and delivering strategic solutions that drive organizational growth. Exceptional skilled in data analysis, adept project management, and cultivating client engagement. A respectful, effective communicator with a proven track record of harmonizing business objectives with a passionate focus on customer satisfaction. Enthusiastically seeks novel challenges to drive transformative growth, trustworthy and dependable business triumphs within dynamic teams and organizations.
Overview
11
11
years of professional experience
Work History
Kaseya US LLC, Datto Inc, Autotask Corporation
04.2012 - 08.2023
Senior Quality Assurance Engineer
10.2019 - 08.2023
- Organized and facilitated across-departmental teams in gathering customer metrics for Load and Performance Testing
- Identified 375+ valuable data metrics and built databases for quality Large Data Testing
- Developed and executed Load and Performance Testing for every release cycle
- Created 150 + new test cases to target load and performance problematic areas in the product, implementing a proactive approach, with continuous progression, utilizing JIRA Zephyr Scale
- Knowledgeable in SQL, API, JavaScript and STDE Tools, and Development Tools
- Performed QA testing on major release projects, utilizing each phase of the SDLC, projects including multiple Unified Platforms and Billing Electronic Payment Processing, also incorporating third party vendors, resulting in zero production defects
- Constructed and delivered 30/60/90-day onboarding training plan, including final assessments in each area of the product, fostering a quality culture and a clear concise successful pathway
- Formulated process and performed peer-reviews for escalated customer defect tickets
- Assisted the Development Defects Triage team with processing issues during the initial release phase to production environments
- Experience working in an Agile environment – Feature crew teams and JIRA project and issue tracking management application
- Extensive knowledge of JIRA, AHA, Constellation and Atlassian Products, Figma for internal process organization, management and documentation.
Senior Quality Assurance Analyst II
09.2016 - 10.2019
- Demonstrate knowledge and strong understanding of software testing methodology and best practices resulting in contributing improvement suggestions in the QA Teams Processes
- Designed and executed strategic Test Strategy Plans, ensuring comprehensive testing coverage, generating detailed findings and bug tracking
- Proactively identified overlooked functionality, addressing dependencies and enhancing product quality, including extraordinary scenarios during testing phases
- Identify areas that have been overlooked for functionality that will impacts other areas of the product not taken into consideration, utilizing accumulated in depth knowledge of Autotask PSA dependencies including Integrations and LiveMobile
- Worked with Technology, DBA and Development teams to reproduce, de-bug and test complex issues and bugs
- Executed security testing, investigating and encompassing product area vulnerabilities
- Performed manual regression testing using JIRA Zephyr Scale with each release cycle
- Collaborated on QA Projects and QA Research Tickets as needed independently and with the team.
Senior Product Support Specialist
04.2013 - 09.2016
- Coordinated team scheduling based on team member capacity to ensure adequate coverage of support phone calls, chats and support incoming emails portal
- Managed ticket queues, ensuring adherence to Service Level Agreements and departmental company KPI’s
- Created and maintained dashboards and reporting widgets for known issues and defects included categories of daily and weekly current trends, priority, escalation status, ticket queue workflow, last communication sent to customer, age of service desk ticket, customer open ticket count and larger MRR customers for an excellent customer experience and a proactive approach to prevent escalations
- Outlined, created and maintained process and procedures for Problem-Incident workflow
- Coordinator between Development and Support for problem management process
- Performed customer escalation calls and communication at every stage of Problem and Incident Management
- Assisted the Sales Team on calls with customer, addressing their company and support needs
- Presented Shortel Phone System & Autotask PSA reporting summaries for internal monitoring, process and procedures to management on a weekly, monthly and quarterly basis
- Independently completed a major project to retire older reporting functionality and move customers to newest functionality of Reporting, including scope, action plan to completion with success of targeted 3-month completion date achieved
- Participated in Autotask Community Live Events contributing Presentations, Training and Q & A for our partners and customers
- Peer reviews of customer defects prior to processing to the Development team
- Coordinated gathering a Route Cause Analysis from Technology and/or Development for customer communication of issues that occurred, updating the status page when appropriate
- Participated in Design Review and DPMS meetings to review new and customers desire functionality that could qualify as an overlooked business use case and processed as a Fixed as Defect ticket
- An excellent solution for customer’s feature request.
Product Support Specialist
04.2012 - 04.2013
- Triaged, worked and managed customer’s product knowledge questions and reported system defects
- Maintained positive, professional verbal and written communications with partners, customers and co-workers globally in a call center environment
- Executed high rate of first contact resolution and customer satisfaction, exceeding customer expectations consistently achieving the top scale of 5 star reviews
- Worked a variety of customer tickets ticket types based on classification within PSA Autotask including proper creation to completion and escalation requirements, surpassing benchmarked communication Service Level Agreements
- Exceled at building ongoing relationships with customers including the ability to appease frustrated customers and calm angry callers in a positive, sympathetic and diplomatic way
- Gained subject matter expertise in numerous areas of cloud-based software, mobile and integration platforms contributing to product and process improvement for customers
- Recognized trends in reported issues, addressing root causes and preventing future problems
- Gathered and analyzed customer business case for best practice suggestions
- Created articles for the customer-facing knowledgebase, when relevant information was not present or updating required
- Documented and troubleshoot the first attempt to resolve all reported system defects prior to escalation to the Development and Design Team
- Provided input to Development and Design Team on key features for future versions of the product based on customer feedback.
Education
Associate of Science - Business Administration Coursework
Hudson Valley Community College
Troy, NYSkills
- Software Quality Assurance Knowledge
- Cross-Functional Team Collaboration
- Agile Software Development
- Project Management
- Product Design Review
- Functional and Business Requirements
- Web and Mobile Application QA
- Performance Tracking
- Bug Tracking and Resolution
- Feature and Functionality Understanding
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