Spearheaded the App Support team to deliver timely and accurate support for reported system issues using advanced help desk software, meticulously prioritizing tasks, and maintaining effective communication channels with the end-user community. Functioned as the primary escalation point for Level 1 and Level 2 team members, overseeing issue tracking and ensuring constructive feedback loops with users. Orchestrated user research studies, conducted comprehensive usability testing, and facilitated feedback sessions to ensure software deliveries met and exceeded user expectations. Collaborated closely with Technology & Cybersecurity and Systems Development teams to meticulously test, strategize, and execute roadmaps for system enhancements. Acted as a pivotal liaison between the Systems Development/Salesforce team, App Support, and end-users, emphasizing support priorities and gathering user requirements. Coordinated with IT Support to refine and optimize support procedures, internal and user documentation, training materials, software testing protocols, and change management strategies. Provided invaluable assistance in user acceptance testing, implementation, and migration efforts for new software initiatives, ensuring seamless transitions and minimal disruption to end-users. Maintained a comprehensive understanding of the LLS mission and programs, actively promoting field and campaign fundraising initiatives.

Developed and evaluated quality strategies for various product features Led the creation and documentation of test cases for existing and new functionality Mentored and supported a diverse team of QA and Customer Support professionals Conducted quality assurance (QA) and user acceptance testing (UAT) Identified growth opportunities internally and externally, leveraging team strengths to enhance customer satisfaction Ensured adherence to all company policies and procedures Executed and documented all test cases, collaborated closely with stakeholders to resolve application issues and optimize performance across multiple platforms.

Executed and logged all test cases for a pass/fail scenario Conducted quality assurance (QA) and user acceptance testing (UAT) Documented all bugs with specific details to ensure the proper resolution can be implemented through JIRA Revamped and enhanced all training guides for the QA team.

Led a QA Team Associates in the mentoring of Milwaukee Public School students. Conducted quality assurance (QA) and user acceptance testing (UAT) Developed strategies to help streamline all QA testing. Collaborated with cross-functional teams to identify opportunities and bug fixes to ensure proper system functionality.