Heloise Ann

HELOISE ANN A. JAVIER - QUINGCO--OBJECTIVES Senior Technical support / Software Tester & QA / Account Manager/Specialist WORK EXPERIENCE Time Doctor LLC / MyStaff.com LLC (April 2020 – present) Product Support Specialist (for VIP Clients) / interim Technical Writer for KB Articles • • • Respond to support tickets via Helpscout, Intercom, Skype channels Respond to chats in a timely manner Maintain and update the support knowledge base, this includes creating tutorial videos for the “how-to’s” section, and creating new support articles that gives an overview for every new feature Ylopo LLC (November 2018 – April 2020) Account Manager / Branded Site Specialist • • • • • • • Create website (Branded Site) for Realtors and agents using Squarespace Edit websites according to client’s specifications Minor web design knowledge using css and html Invite clients for a training/webinar to help answer any questions about their brand new website Make necessary follow ups with clients and encourage them to publish their Branded Site Subdomain creation for agent microsites Knowledge in 301 redirects, url masking TeleworkPH (January 2018 – October 2018) Technical Support / Team Leader • Manages a team of combined home based agents and office based (Baliuag, Bulacan) • Provides coaching, live training, onboarding new agents, improvements and new learning • Helped create the effective team structure, prioritizing communication between each team member, by holding daily stand up meeting of 5-10 • minutes each (scrum meeting) Occassionally handles Tier 1 calls whenever needed (to help with the Service Level), phone and chats for a youth sports SaaS Time Doctor / Staff.com (March 2012 – June 29, 2017) Senior Support & QA / Account Specialist / Customer Success • • • • • Respond to support tickets via Freshdesk and intercom.io Respond to chats in a timely manner For customer reported bugs, create Jira ticket and put the appropriate priority handler and assign it to the developer and make sure the project manager is also informed (for High priority and Blocker issues only) For feature requests, create similar Jira and assign it to the project manager. Maintain and update the support knowledge base, this includes creating tutorial videos for the “how-to’s” section, and creating new support articles that gives an overview for every new feature QA/SOFTWARE TESTER • Regularly test the desktop application on Windows, Mac and Linux platforms • Regularly test the mobile application for iOS and Android • Perform AdHoc and Smoke testing of the web platform weekly before a live release and after a live release to ensure new bugs are caught • before the customers do. Replicate any customer reported issues and assign a ticket to a developer for hotfixing. EDUCATION INFORMATICS COMPUTER INSTITUTE BS Computer Science major in programming PERSONAL DATA • Birth Date: October 4, 1983 • Civil status: Married • Father: Fermin Rodolfo T. Javier – deceased • Mother: Maria Lourdes Astudillo • Language/dialect spoken: English/Tagalog