About

Work Experience

• Senior Quality Assurance Analyst, Squarespace

  Apr, 2020 - Present

  Part of the Scheduling team at Squarespace.

  Role created for internal hire specifically for the Scheduling team with the purpose of creating a formal QA process from the ground up, aligning with Squarespace's QA team. This includes formal QA workflows for both large projects and ad-hoc testing.

  • Developing and iterating on formal process for QA lifecycle for larger projects:

  • Outlining the steps necessary to initiate a QA project (e.g. testing new mobile app), the roles of stakeholders in the lifecycle of the project, and what to expect at each step.

  • Creating a QA manual for the Scheduling team.

  • Holding and leading meetings for QA projects, ensuring all participants are on the same page.

  • Setting up resources for communication and project/bug tracking (e.g. Slack channels, Jira board).

  • Creating test plan templates.

  • Outlining steps to take for asking for ad-hoc testing.

  
  

  • Leading QA Projects:

  • Setting up projects in Jira (e.g. Epic) once QA project has been initiated and submitted through the Service Desk in alignment with Squarespace QA.

  • Leading Advisors, who signed up for a manual QA side-track, in testing efforts and career growth.

  • Creating and assigning bug tickets from testing efforts; communicating with the developers on the project.

  • Investigating necessary information for project efficacy.

  • Creating test plans for manual tester(s) to follow.

  • Analysing data once QA projects are finished (time tracking, bug reporting, improvements).

  • Communicating with involved parties about bugs, questions on functionality, timelines, and further testing of additional features (if applicable).

  
  

  • Automation:

  • Vetting previously-created Ghost Inspector tests to move into CI pipeline.

  • Writing automation tests for web app (Scheduling - Acuity) using Cypress.io.

  • Setting up automation for mobile (Scheduling - Acuity) using Detox.

• Senior Product Support Specialist, Squarespace

  Apr, 2019 - Apr, 2020

  Working on the Scheduling team at Squarespace.

  • Development:

  • Help with bug fixes for user interface.

  • Enhance features and functionality in backend for better user experience, namely, adding logic (PHP).

  • Help with investigation tickets from the developer Jira and Trello boards.

  
  

  • Quality Assurance:

  • Act as one of the QA leads, namely the automation expert, to help overhaul Acuity QA process.

  • Manage manual QA support side-track advisors to help guide testing.

  • Added templates for test plans to use for manual testing.

  • Help test new features for release.

  • Maintain and improve Ghost Inspector tests (browser testing on production).

  • Act as liaison between Acuity and Squarespace QA team.

  • Advocated for Cypress for testing automation framework for E2E testing; implemented by one of the developers.

  • Write Cypress tests and push up to code base.

  • Lead automation for mobile testing using Cavy.

  
  

  • Support:

  • Provide technical support (tier 3) for issues that come through from customer support advisors.

  • Provide API and development support for users of Acuity.

  • Create bug and investigation tickets for issues that come through support.

  • Act as a bridge between customer support advisors and development team.

  • Track trends from users and customer support team.

  • Lead bi-weekly meetings for support team that deals with more difficult questions from users.

  • Write custom scripts for users to customise look, feel, and functionality of public scheduling pages.

  • Provide CSS customisation help for customer support advisors when users write in.

  
  

  • Feedback Support:

  • Work with UI team in Asana.

  • Test triaged tickets, that deal with feedback about functionality, within Asana.

  • Report bugs to fix, UI improvement suggestions, and edge cases.

  
  

  • Internal Documentation:

  • Lead for the internal documentation project using Confluence.

  • Create and update documentation.

  • Create training documentation for new hires.

  • Migrate internal information from Lessonly.

  • Create training documents used for training new customer support advisors.

  • Work with technical writer and other customer support advisors/managers to overhaul internal information.

• Happiness Developer, Acuity Scheduling

  Oct, 2018 - Apr, 20196 months

  Hybrid role created by the CEO for developing skills outside of customer support and utilise technical knowledge.

  • Support:

  • Member of the "Challenging" team to help customer support team with more technical issues (Tier 3 support)

  • Helped customers with API questions and custom integration questions

  • Write custom scripts for users to customise look, feel, and functionality of public scheduling pages.

  • Provide CSS customisation help for customer support advisors when users write in.

  • Helped with training new hires.

  
  

  • Development:

  • Assisted with bug fixes and UI changes by taking ownership of development tickets in Trello.

  • Reviewed code before any code changes are merged into master.

  • Added functionality to Help Scout (email support application) to display more information about user accounts at a glance to help the customer support team.

  
  

  • Quality Assurance:

  • Manually tested features (to be released and those already released) to ensure seamless experience for users.

  • Maintained and improved automated testing set up in Ghost Inspector.

  • Created automated tests in Ghost Inspector on as-needed basis.

• Customer Happiness Specialist, Acuity Scheduling

  Feb, 2017 - Oct, 20181 year 7 months

  Customer support expert.

  • Helped customers via email support; answered pre-sales questions, account set-up suggestions based on business needs, and technical questions.

  • Provided support to the support team by adding shortcuts not native to Help Scout via Tampermonkey.

  • Provided CSS customisation support to users and support team.

  • Helped with training new support team hires.

• Web Development & Customer Success Contractor, Hunter

  May, 2016 - Aug, 20163 months

  Feature lead for help center and point of contact for support queries.

  • Architected and set up the help center portion of Email Hunter's site so customers could have access to answers of several frequently asked questions without relying solely on a reply from myself or my two coworkers.

  • Implemented FAQ & FAQ Category sections in the admin console so the team could easily CRUD the questions/answers and their respective categories.

  • Compiled and categorised questions for the help center, based on data collected from providing support to customers.

  • Collaborated with teammates frequently to discuss improvements regarding the service, user experience, and feature needs.

• Software Consultant, S.A.V.E. Inc

  Jul, 2013 - May, 20151 year 9 months

  Hired on contract to increase efficiency for other engineers by assisting in updating DOS software to Visual Basic for purposes of instrument control and data acquisition.

  • Consulted on best software choice for upgrading old software.

  • Compiled and wrote documentation on how to configure VB software to connect to different measurement instruments (i.e. power meter).

  • Added in write-to-file and save features to existing VB software.

  • Made workflow more efficient through research and learning (i.e. how to make instruments communicate with computer using different ports), teaching (i.e. commented on example software code so others can use it when writing new software; how to use VB so old quick basic software can be converted and new software can be written).

  • Commented code for newly acquired instruments (and old) used in electronics testing, namely figuring out libraries and variables to use in order to communicate with instruments (power meters, etc.) and be able to receive some kind of output (i.e. readings from instruments) after sending an input command.

• Graphic Design Intern, SideChef

  Sep, 2014 - Dec, 20142 months

  Provided community development and marketing teams with design and technical assistance for promotional projects.

  • Designed and coded responsive e-mail template for community newsletters.

  • Updated and designed social media headers to promote app availability on new platforms.

  • Jumpstarted initial phases for site re-design (chose layout and imported some existing materials).

  • Created promotional graphics for events.

• Jr. QA Engineer, Liferay

  Aug, 2013 - Jun, 201410 months

  Performed general software testing for Liferay's portal software on several combinations of app servers + environments + databases and was a main member of the team that launched the e-commerce Marketplace for Liferay.

  • Wrote automated tests for Liferay's portal software using Selenium and Webdriver.

  • Worked with community developers to get their submitted apps on the Marketplace.

  • Checked submitted apps for compatibility -- smoke test and ensure there's no interference with portal software.

  • Updated and uploaded compatible apps to marketplace and submitted metadata changes for Liferay apps ready for release.

  • Designated person for troubleshooting Solr (connecting different versions to Liferay) -- worked with the support team and their clients.

Skills

Education

Volunteer Work

Publications

References