Willam Burnett
North Augusta,SC
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Solid background performing quality assurance testing and consultative services for all products.
Overview
6
6
years of professional experience
Work History
QA Analyat
TaxSlayer
Augusta, GA
08.2020 - 02.2022
- Created and achieved product quality objectives and met product specifications.
- Analyzed and tested different builds to identify, trace and help resolve bugs.
- Reviewed project requirements to uncover bugs and vulnerabilities and help maintain project schedule.
VITA Supervisor
TaxSlayer
Augusta, GA
04.2016 - 08.2020
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Provided supportive link between external customers and internal operations.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Monitored 30 to 50 team members per day.
Tier 2 Technical Support Specialist
TaxSlayer Pro
Evans, GA
11.2015 - 04.2016
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Analyzed code to assist support team in finding solutions and workarounds to problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Bachelor of Science - Management Information Systems
Augusta State University
Augusta, GA05.2015
Skills
- Technical Writing Certificate
- Public Trust Clearance
- Verbal and Written Communication
- Detail-Oriented
- Team Player
- Coaching and Mentoring
- Microsoft Office
- Scrum
- Visual Studio
- Azure
- QA experience
- Quality Assurance (QA) Testing
- Good Telephone Etiquette
- Flexible and Adaptable
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Some people want it to happen, some wish it would happen, others make it happen.
Michael Jordan
Timeline
QA Analyat
TaxSlayer
08.2020 - 02.2022
VITA Supervisor
TaxSlayer
04.2016 - 08.2020
Tier 2 Technical Support Specialist
TaxSlayer Pro
11.2015 - 04.2016
Bachelor of Science - Management Information Systems
Augusta State University
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