Ross Parrent

• Collaborated with product owners to stay current on intended functionality.
• Worked with stakeholders and team members on quality assurance efforts for hardware components.
• Checked configuration files and logs to uncover root causes of problems.
• Documented integration issues and vulnerabilities and outlined improvement recommendations.
• Produced and maintained technical documentation for project reference.

• Trained and guided team members to maintain high productivity and performance metrics.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Maintained quality of output while team size was reduced by 90%.

Introduced cutting-edge web-based voice and video interaction technologies to Call Centers. Client base included prestigious companies such as Dell Computer, USAA, TransPerfect, Bank van Morgen, Barclay's, and many others in the pipeline. At Avaya, we strive to enhance our clients' interactions with their customers by bridging the gap between face-to-face and remote interactions. Our innovative solutions enable customers to effectively communicate their needs, while also fostering a deeper sense of mutual understanding and trust. With our technology, customers can share documents in real-time and engage in eye contact with the support staff, creating a truly personalized and immersive experience.

Customer Advocate:

• Upholding standard for high performance Contact Center user interaction as continuity of experience from beginning to end.
• Assure that our customers’ experience in administering system is trouble free and flows in a logical process.

QA Manager

• Functional certification of products' installation, administration, end-user functionality, documentation and performance testing.
• Planned and executed quality assurance efforts across global team members in India, Russia, Vietnam and the US.
• Leveraged Combinatorial Testing strategy to maximize coverage of over 256,000 combinations in less than 5,000 tests. Used HP Quality Center for test case documentation and execution, and Atlassian JIRA for defect tracking and reporting.
• Responsible for acquisition and distribution of more than$75k lab equipment.
• Utilized low level diagnostics tools including Wireshark, tcpdump, top, vi, putty & winscp.
• Technical & Architectural prowess: established RedHat Linux and Windows platforms in VMWare for multiple configurable, retrievable test environments.