CST creates Record Management Software and dispatch software used by 8,000+ police agencies, 911 dispatches, and jail systems, where mistakes can result in dismissed charges or, worst case, tragedy. ● Led test efforts on the maintenance team, coordinating new fixes and regression testing under a waterfall workflow. ● Contributed to new development, participating in the first wave of a waterfall-to-agile transformation. ● Created and executed test plans, coordinated test efforts and provided Level of Effort estimates. ● Demoed new features to internal stakeholders. ● Performed manual and AI driven testing. ● Assisted lead automation engineer with test case troubleshooting. ● Created a Claude skill to automate test case writing, resulting in high-quality test cases being created much faster. ● Created a prototype research skill that reduced the time for AI to perform complex code queries by over 60%.

● Performed many lead duties for ~6 months prior to officially being promoted. ● Secured newly created role as SQA Test Lead for the team that tested software for largest client, deployed in 8,000+ stores across the United States. Designated as primary researcher when it came time to select a test management tool. ● Helped select and set up SpiraTeam as our test management tool. ● Trained others on the use of SpiraTeam, including testers, developers, and product managers. ● Developed test plans. ● Coordinated test effort. ● Provided LOE estimates. ● Assisted with technical issues in the testing environment. ● Wrote PowerShell scripts to automate common tasks. ● Provided reporting on testing efforts to management.

● Recruited from technical support department for problem-solving skills and ability to learn quickly, starting as a black box tester and later promoted to Test Lead. ● Brought a different perspective to the job and demonstrated the ability to find bugs others were missing or unable to reproduce. ● Developed test plans. ● Coordinated test effort. ● Provided LOE estimates. ● Executed test cases. ● Assisted with technical issues in the testing environment.

● Assisted corporate and end-user customers with problems with their dye-sub printers and associated software. ● Became the go-to tech for difficult cases and escalated issues, frequently selected for business related travel, including installing systems to chains and supporting a company booth at a large trade show. ● Trained a call center in Portland, Oregon to support one of our products. ● Assisted end-user customers with problems with their dye-sub printer and associated drivers and software. ● Assisted photo lab associates with both software and hardware problems with photo labs. ● Assisted field technicians with troubleshooting and installing photo systems. ● Trained new support technicians. ● Handled escalated issues involving difficult issues or dissatisfied customers.

● Assisted customers with problems concerning internet connection, TV service, and phone service. ● Assisted customers with internet connectivity issues, landline phone issues, both digital and POTS, issues with TV signals and ordering pay-per-view TV programs.

Telenetwork is an internet support service that serves various ISPs around the country. ● Held a level 1 call taker for about 2 months before spending 2 months mentoring new TSRs before being accepted into the advanced support department, which was an additional paid service that customers could contact for more general computer problems through over-the-phone troubleshooting and remote connection using LogMeIn Rescue. ● Assisted end-user customers from several ISPs with internet connectivity issues and ISP-provided email. ● Dispatched techs to solve field issues. ● Assisted customers with solving various software and Windows and Mac OS issues, setting up and troubleshooting PC peripherals, infected computers by removing viruses, Windows OS troubleshooting and re-installs, and setting up home routers of all types. ● Assisted Level 1 techs with troubleshooting and approved field dispatches.

● Mentored new employees.

● Assisted end-user customers from several ISPs with internet connectivity issues and ISP-provided email. ● Dispatched techs to solve field issues.