Hi, I’m
Taylor Thomas
Technical Specialist
Atlanta,GA
Summary
Experienced Technical Support Specialist with four years of dedicated SaaS experience, specializing in software debugging and troubleshooting. Proven track record of effectively diagnosing and resolving complex technical issues to ensure seamless operation for clients. Proficient in providing top-notch customer support and maintaining a strong commitment to excellence. Ready to leverage my expertise to contribute to a dynamic team and deliver exceptional technical solutions.
Overview
5
years of professional experience
5
Years of post-secondary education
1
Certification
Work History
Center For Sustainable EnergySan Diego, CA
QA Engineer
10.2022 - 01.2024
Job overview
- Collaborated with Platform Project Management to set milestones and tasks representing all required QA phases
- Developed and documented effective test strategies and plans
- Created requirements traceability matrices to ensure adequate testing coverage
- Assigned test plans and manage cross functional team resources to ensure extensive and complete test coverage
- Responsible for testing front end websites and user experience, backend APIs, integrations and databases along with mobile applications
- Assist in creating acceptance criteria for user stories and requirements
- Participated in Backlog Grooming sessions and Sprint planning and provide input for testing estimates
- Developed and maintain automated scripts for regression testing
- Suggest and implement process improvements for platform quality assurance and testing processes.
TricentisAtlanta, GA
Technical Support Engineer
08.2019 - 03.2022
Job overview
- Provided licenses for qTest and Tosca products for on-premise and cloud customers using Flexera, Recurly, and internal licensing system.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Analyzed issues to identify troubleshooting methods needed for quick remediation - Closed on average 20 tickets per week.
- Provided licenses for qTest and Tosca products for on-premise and cloud customers using Flexera, Recurly, and internal licensing system .
- Worked with Power BI and flagship product Tricentis Analytics to create charts and graphs to provide customers insights into their data .
- Served as primary point of contact for support relating to owned solutions and products.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Worked with Rest API's by creating request and troubleshooting complex integration issues while submitting request results from API requests .
- Experience working with Salesforce, working in 360-degree view for current customers and prospects Personalize customer interactions with Salesforce based on their existing data and add additional information from previous research, allowing our Sales and Marketing teams to be up to date on approaching customers and prospects Interviewed potential candidates for junior technical engineers and reported their ability to work in position to team leads.
TricentisAtlanta, GA
Product Management Intern
05.2019 - 08.2019
Job overview
- Conducted customer research using qualitative surveys to understand consumer opinions. Assisted with customer needs and resolved problems to maintain business relationships
- Lead initiative to create in-app notifications for cloud-based customers that provided Information regarding maintenance downtimes, newly implemented features, and links to live training webinars
- Resulting in increased audience attendance and clicks to articles for new features .
- Performed User Acceptance Testing for flagship BI tool (Tricentis Analytics) and discovered high-level bugs Identified customer issues through data analysis, customer research, and customer insights; tracked customer behavior patterns using abandonment and click-through rates.
- Maintained and updated project plan by tracking technical dependencies and issued project milestone updates.
Education
Kennesaw State UniversityKennesaw, GA
Bachelor of Science from Information Technology; Enterprise Systems
08.2014 - 07.2019
Skills
Excellent communication skillsFlexible and adaptable
Knowledgeable in Zendesk, Salesforce, Pendo, Tableau, Jira
Experienced in providing technical support in a B2B SaaS startup environmentSkilled in reducing complex topics to simple steps and teaching othersPassionate about technology and softwareCustomer-focused and committed to improving customer experienceStrong organizational and project management skillsTimeline
QA Engineer
Center For Sustainable Energy
10.2022 - 01.2024
Technical Support Engineer
Tricentis
08.2019 - 03.2022
Product Management Intern
Tricentis
05.2019 - 08.2019
Kennesaw State University
Bachelor of Science from Information Technology; Enterprise Systems
08.2014 - 07.2019