Customer first with experience in quality assurance, customer support, and build automation.
Founded the QA team within Harvest. Developed tools and procedures to increase the quality and confidence of API, web, Android and iOS releases. Wrote automated test suites used for smoke testing, visual testing and regression testing. Produced a number of workflow-related projects. Contributed to open source projects in the realm of automated testing.
Served as QA lead and oversaw the integration of the level 2 support and Quality Assurance teams.
Helped customers via email, phone and live chat support channels. Created the processes and procedures used for an elevated support tier and served as the liaison between support and product teams. Formalized a bug reporting process and implemented support stats to track support volumes, response times and customer satisfaction allowing the team to make decisions based on data. Became the point person for inquiries regarding integrations and the Harvest API.
Represented Harvest at Userconf and Elevate CX conferences speaking on the topics of response times and on integrating quality assurance and customer support practices.
Provided design, development, writing and testing services to a number of individuals, organizations and businesses. Wrote a series of articles on web development for the W3C, developed web applications for clients ranging from post-secondary institutions to national brands and provided contract testing services for SaaS companies.
Produced Mailmanagr, an add-on product for Basecamp Classic allowing customers to better integrate with Basecamp via email.
Led a team of web designers and developers to support teaching and research technology projects. Responsible for development, launch, and management of several web properties within the University. Worked closely with faculty and staff to plan and deliver web-based teaching and research tools. Spoke at an international conference on Education about a game we developed to teach energy dynamics within biological populations.
Experienced in providing customer support, troubleshooting customer issues and tracking issues through to resolution.
Fluent in English and French. Some proficiency in Spanish.
Available upon request. Drop me a line and I'll be happy to send them along.