Willie Alford
Indianapolis,IN
Summary
Detail-oriented QA Specialist/ Technical Support Specialist with expertise in time management and goal attainment. Proven track record of leading teams to success through effective prioritization and high energy. Committed to leveraging strong work ethic and extensive experience to enhance team performance.
Overview
10
10
years of professional experience
Work History
Technical Support Specialist
Equinox Payments
Scottsdale, Arizona
07.2024 - 04.2025
- The primary contact for all technical activities for accounts and implementations.
- Build strong, long-term relationships with customers by staying in constant communication.
- Keep assigned Salesperson updated and involved in any issues that involve their customer.
- Provide hands-on troubleshooting and ensure technical challenges are resolved.
- Represent the customer while providing feedback to product and development teams about future customer needs.
- Document and reporting of all support activity.
- Manage multiple customer requests and software development projects.
- Handled an average of 50+ customer cases weekly using Salesforce
- Responded promptly to service tickets submitted by users experiencing technical difficulties.
Quality Assurance Specialist
Equinox Payments
Scottsdale, AZ
02.2023 - 04.2024
- Conducted comprehensive testing of point-of-sale terminal software for financial and credit card application processing
- Tested applications for lodging, oil and gas, and medical eligibility sectors
- Executed EMV Smartcard End-to-End certification testing
- Tested NFC for contactless payments, including mobile wallets like Apple Pay, Google Pay, etc.
- Reported and tracked over 397 bugs and enhancements using Jira.
- Consistently recognized for exceptional problem-solving and analytical skills by programmers, project managers, and supervisors
- Conducted comprehensive payment transaction tests
- Executed authorization functionalities
- Performed reauthorization procedures
- Identified and resolved transaction failures
- Processed returns and refunds testing efficiently
Quality Assurance Tester
American College of Education
Indianapolis, IN
01.2019 - 02.2023
- Promoted from intern to full-time role based on performance and dedication
- Developed tailored SQL scripts to enhance database performance and efficiency.
- Conducted comprehensive API testing using Postman to ensure functionality, reliability, and performance.
- Identified and reported software bugs through manual testing using C#
- Developed and executed test cases, test plans, and test scripts based on functional and non-functional requirements.
- Collaborated with cross-functional teams to gather requirements and design effective testing strategies.
Petty Officer Yeoman (Administrative Assistant)
United States Navy
Norfolk, VA
12.2014 - 12.2018
- Delivered exceptional customer service to 470 sailors
- Efficiently processed, routed, and tracked 4,770 pieces of official correspondence with zero errors
- Processed 1,200 leave requests, ensuring accurate leave charges, thereby enhancing crew morale and quality of life.
Education
Associates of Applied Science in Software Development - Software Development
Ivy Tech
Selenium Automation Testing Certification
SimplilearnSkills
- Detail Oriented
- Data-Analysis
- Microsoft Office
- Jira
- Team Collaboration
- Agile Methodologies
- Test Planning
- Problem-Solving Skills
- Azure DevOps
- GitHub
- C#
- NET
- SQL Server
- Salesforce
- Selenium
- Postman
Timeline
Technical Support Specialist
Equinox Payments
07.2024 - 04.2025
Quality Assurance Specialist
Equinox Payments
02.2023 - 04.2024
Quality Assurance Tester
American College of Education
01.2019 - 02.2023
Petty Officer Yeoman (Administrative Assistant)
United States Navy
12.2014 - 12.2018
Associates of Applied Science in Software Development - Software Development
Ivy Tech
Selenium Automation Testing Certification