Resumé

Owner, Fresh Eyes QA; SF Bay Area / Remote · July 2017 - present

Contract QA for websites and applications. Services include manual and automated testing, as well as usability, accessibility and security.

Projects through Matrix Multiplier Consulting:

• QA multiple Drupal and WordPress websites for an agency working with a variety of social benefit organizations, and state / local social services
• Testing an Android organization app during a massive UI overhaul

Independent work:

• QA, Customer Support, copywriting, PM, misc other hats for a small growing startup in hiring space
• Research, data entry and cleanup for Flyright
• Manual testing for an iOS app in the medical space
• Responsive website refresh for local athletic shoe store
• Hiring and training entry-level folks for their first quality engineering jobs.

Sales Engineer, ProdPerfect, Inc.; SF Bay Area / Boston / Remote · December 2019 - July 2020

• Technical resource for prospective customers and client managers, during the sales process, as well as into onboarding and conversion
• Created internal and external technical documentation
• Updated and improved internal processes including Sales -> Delivery client handoff
• Facilitated cross-team collaboration between Sales <-> Delivery <-> Data & Engineering
• Ended time at P2 by effectively automating myself: Created a Google Sheet of technical potential complication questions to be asked in the client's technical demo, which when answered by P2, responded with any actions or escalations needed. Color coded, no technical expertise required.

Delivery Engineer, ProdPerfect, Inc.; SF Bay Area / Boston / Remote · May 2019 - January 2020

• Shepherded clients through the onboarding process as we generated their website test cases based on what their users are actually doing
• Documented and improved internal processes with an eye for automation and future growth
• Filed excellent bug reports that were immediately actionable by client engineers
• Shared examples of my curated animated gif collection
• Monitored test status for site updates and code changes

COO, Flyright, Inc.; SF Bay Area / Madeira / Remote · October 2018 - May 2019

• Typical early-stage startup COO duties - everything the CEO isn't already doing.
• Attended 2nd Madeira Startup Retreat in Madeira, Portugal for 2 month program, fantastic experience.

Quality Engineer, GitHub, Inc.; San Francisco / Remote · April 2016 - October 2017

• Tested bug fixes and features for edge cases and regressions prior to deploying, resulting in fewer and less severe production bugs
• Ran periodic exploratory testing sweeps for new bugs and security holes
• First-level responder for billing-related issues escalated by Support team
• Automated UI testing with Selenium, Capybara and Ruby
• Systematically rebuilt billing UI test suite using POM-style test refactoring, resulting in doubled test coverage and increased test speed and readability
• Documented user-level permissions across the site, updated document with new permissions as features were released
• Created a Customer Happiness Checklist to anticipate consequences of billing-related code changes, notifying appropriate teams, and preventing bad customer experiences
• Contributed research to the ad hoc accessibility team, tested accessibility features and improvements.

Sr. Support Engineer, One Month, Inc.; NYC / Remote · June 2015 - August 2017

• Responded to customer support emails regarding account, technical, and pre-sales questions
• Reported bugs and presented feature requests and feedback to the team
• Reduced first response time 21 hrs -> 9 hrs at 90 days, 9 hrs -> 4 hrs at 1 year
• Rewrote all Help Center content in first 90 days, and maintained content based on product changes and support request trends
• Monthly analysis on Support, Feedback, Help Center and Course QA
• Reviewed affiliate member payouts and chargebacks
• Investigated account and affiliate fraud, including $20k of affiliate fraud before it was paid out
• Trained new hires on support tools and internal processes, focusing on paired work
• Wrote internal documentation for new hires, managed scheduling calendar and coverage.

QA Engineer, Qualaroo, Inc.; San Mateo · October 2013 - June 2015

• Extensive testing of bug fixes, new features and improvements for Qualaroo, Growth Hackers and Growth Canvas products
• Wrote test cases for outsourced team to create automated tests
• Worked with combination in-house, remote and outsourced engineering team
• Investigated and troubleshooting of issues escalated from Support
• Created and updated Help Center content including technical API documentation, Enterprise integrations, and external applications such as live chat and Google Analytics
• Wrote an introductory guide to regular expressions for customers.

Project Manager, X-Team; Melbourne AU & Los Angeles · October 2012 - February 2013

• Managed a team of 6 on-site and 2 remote developers at a web development company contracting for Fox Broadcasting Company in LA
• Specced out project descriptions for easy ticketing, clarified requests from Fox design team
• Assisted with team transition to Scrum, streamlined communication channels from 15 to 6
• Created an internal wiki for developer onboarding, roadmap and administrative documents.

Research Assistant, Halcyon Molecular; Redwood City · June 2011 - March 2012

• Sourced and purchased supplies and reagents for 12 person Experimental Department
• Amplified and purified phage DNA using rolling circle amplification and polymerase chain reactions for experimental use
• Analyzed and imaged DNA using electron and fluorescent microscopes
• Assisted in construction of Ultra-STEM microscope housing
• Represented company at BIL Conference.

Barista, Philz Coffee; Palo Alto, CA · April 2010 - September 2011

• Made had-poured drip coffees, tended register and maintained health and safety standards for store
• Demanded regular bare-hand exposure to hot liquids (90-110°C), excellent hand-eye coordination, attention to detail and being able to work efficiently under pressure
• Presented product and service suggestions based on customer feedback.

Tutor, Woodland Community College, Woodland, CA · October 2009 - June 2011

• Tutored WCC students in various levels of mathematics, from basic arithmetic to trigonometry
• Encouraged students to attend university, apply for financial aid and internships
• Provided outside resources for educational, financial and personal assistance when college resources fell short.

Lab Assistant, Harris Moran Seed Company; Davis · August 2009 - March 2010

• Experimented on seedlings in sterile conditions, transferred plants into greenhouses, cross- and self-pollination of mature plants, harvested fruit for further experimentation
• Embryo rescue from cryo, tissue culture in laminar flow hood, polyploidy induction using cochicine
• Created stable cucumber, watermelon and cantaloupe commercial seed lines
• Made media for tissue culture, performed ploidy analysis via flow cytometry, assisted with pepper anther culture
• Data analysis of plant lines and harvests, experiment preparation and purchasing for 5 person lab
• Scheduled fertilizer, water, and pest control maintenance for greenhouse and field environments.

Support Agent, PBwiki, Inc.; San Mateo · January 2008 - September 2008

• Answered support tickets, monitored a public customer forum, completed extensive technical investigation prior to engineering escalation
• Consistently received "Very Satisfied" ratings on resolved support issues
• Created internal and external product documentation
• Worked closely with the engineering team in person and remotely.

Founder and Volunteer, Hacker Dojo; Mountain View · February 2009 - December 2013

• Founding Member: Scouted property locations, researched organizational structures, invested time and financial support to create the community center.
• Event Coordinator: Planned large events, promoted community-sponsored events on social media, organized room reservations and equipment use, kept public calendar up to date.
• Junior Development Coordinator: Worked directly under the Director of Development, assisted with fundraising and promotional events including a members-only job fair.