Rodolfo Perez
Sunrise,FL
Summary
Dedicated and detailed-oriented Software Quality Assurance (SQA) Professional with extensive experience leveraging a variety of testing tools, including Browser Stack, Test-Rail, and Chrome Dev-Tools, to ensure robust software performance and quality. Proficient in managing Customer Relationship Management (CRM) Platforms such as Salesforce, JIRA, and Azure DevOps, enabling seamless communication and collaboration across technical teams.
Background in SQA has provided a solid foundation in excelling as a technical Customer Support Representative, where utilization of data analytics allowed me to troubleshoot complex issues, deliver precise technical assistance, and drive customer satisfaction. Combining expertise in SQA, CRM platforms, and data analytics, I am adept at identifying and solving problems, creating value for both organizations and their customers.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Customer Support Representative
HHAeXchange
04.2024 - Current
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Applying Software Quality (SQA) and data analytics expertise to diagnose, troubleshoot, and optimize technical solutions for customers.
- Combining Data Analytics and SQA skills to deliver precise technical assistance, troubleshoot software issues, and enhance service quality.
- Offering proactive and thorough technical customer support to meet customer needs.
Software QA Engineer
Spirit Airlines
01.2023 - 12.2023
- Maintaining and executing Test Cases on Azure Dev Ops and Spira
- Reporting defects on Azure Dev Ops and Jira
- Working in Kiosk and Mobile Team
- Assisting and working with Scrum Team in scripting
- Taking part in Daily “Stand-up” meetings discussing the findings, bug fixes and latest builds
- Collaborating and working with product manager and developers to meet requirements
Software QA Engineer
Restaurant Brands International
04.2022 - 12.2022
- Document software defects, using a bug tracking system, and report defects to software developers
- Identify, analyze, and document problems with program function, output, online screen, or content
- Develop testing programs that address areas such as database impacts, software scenarios, regression testing, negative testing, error or bug retests, or usability
- Participate in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems
- Document test procedures to ensure replicability and compliance with standards
- Plan test schedules or strategies in accordance with project scope or delivery dates
Software QA Engineer
GETTOP
07.2021 - 04.2022
- Developing test cases by analyzing design documents and business requirement documents
- Maintaining and executing test cases using TestRail
- Reporting defects in Jira and monitoring defect status
- Testing user interfaces for consistency and functionality
- Working with Customer Support team triaging production bugs
- Performing compatibility testing on a variety of devices and platforms using Browser Stack
- Taking part in weekly QA status meetings discussing the findings, bug fixes and latest builds
- Collaborating with product manager and developers to resolve technical issues to meet the requirement and ensure quality product
TSO (Transportation Security Officer)
TSA (Transportation Security Administration)
08.2017 - 04.2022
- Assisted in conducting screening of baggage, passenger, and cargo
- Implemented security-screening procedures that served to protect the traveling public by preventing deadly and dangerous objects being taken on board onto the aircraft
- Communicated to Supervisors and leadership any issues that revealed a weakness or vulnerable area of the security screening process that was discovered in the course of screening duties
- Participated in information briefings concerning security-sensitive or classified information
- Assisted in training exercises with TSA-K9 Explosives Detection unit
Education
Bachelor of Science - Criminal Justice Administration
Miami Dade College
Miami, FLSkills
- Proficient with the following CRM/Project Management Tools: Salesforce, JIRA, Azure DevOps
- Proficient with the following Testing Tools: Android Studio, X-code, ADB, Browser Stack, Chrome Dev Tools, Amplitude, Postman, Test Rail, Spira
- Complaint handling
- Data management
- Report generation
- Data analytics
- Software troubleshooting
- Online chat support
- Issue and resolution tracking
- Remote technical support
- Help desk support
- Technical issues analysis
Certification
- The Completed Quality Assurance Course, Careerist Academy
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Technical Customer Support Representative
HHAeXchange
04.2024 - Current
Software QA Engineer
Spirit Airlines
01.2023 - 12.2023
Software QA Engineer
Restaurant Brands International
04.2022 - 12.2022
Software QA Engineer
GETTOP
07.2021 - 04.2022
TSO (Transportation Security Officer)
TSA (Transportation Security Administration)
08.2017 - 04.2022
Bachelor of Science - Criminal Justice Administration
Miami Dade College
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