{"id":141,"date":"2020-01-28T23:06:37","date_gmt":"2020-01-28T23:06:37","guid":{"rendered":"http:\/\/www.marieemery.com\/?page_id=141"},"modified":"2020-01-31T16:37:06","modified_gmt":"2020-01-31T16:37:06","slug":"resume","status":"publish","type":"page","link":"https:\/\/www.marieemery.com\/?page_id=141","title":{"rendered":"Resume"},"content":{"rendered":"\n

EDUCATION<\/strong>
University of Central Florida; GPA: 3.8
Bachelor of Science in Hospitality Management
Honors: UCF Burnett Honors College, UCF Pegasus Gold Scholarship, Bright Futures Scholarship, Dean\u2019s List <\/p>\n\n\n\n

PROFESSIONAL EXPERIENCE
Quality Assurance Analyst <\/strong>Full Sail University, Winter Park, FL
August 2018 \u2013 Present<\/em>
\u2212 Create and maintain automated test cases and suites using Selenium, Intellij IDE, and Katalon Studio
\u2212 Manually test and proofread email campaigns for the marketing team using Podio
\u2212 Perform unit, integration, and functional testing of our learning management system (20K users\/day)
\u2212 Perform load\/stress testing using Apache JMeter and WebPerformance
\u2212 Utilize knowledge of HTML, CSS, JavaScript, and Redactor to troubleshoot and identify bugs
\u2212 Test updates and report bugs using a team scrum board on Jira
\u2212 Attend meetings with developers and product analysts to discuss sprint progress
\u2212 Assist the product team with technical specifications using Confluence
\u2212 Perform testing on mobile (Android, iPhone, iPad) and desktop (Mac, PC) machines
\u2212 Check for ADA compliance using SiteImprove, Apple VoiceOver, and JAWS screen reader for Windows
\u2212 Attend meetings with developers and product analysts to discuss sprint progress
\u2212 Assist the product team with technical specifications using Confluence
\u2212 Perform testing on mobile (Android, iPhone, iPad) and desktop (Mac, PC) machines
<\/p>\n\n\n\n

Technical Support Team Mentor <\/strong>Full Sail University, Winter Park, FL
November 2017 \u2013 August 2018 <\/em>
\u2212 Created training documents and productivity worksheets for new hires
\u2212 Assisted the team trainer with presentations and lesson creation
\u2212 Worked with other departments to ensure our escalation procedures were effective and up to date
\u2212 Created tutorials for the student Help Center and maintained articles for internal use
\u2212 Utilized role playing and call shadowing to train new hires in customer service expectations
\u2212 Set an example for new hires by performing Tier 1 Support duties in an effective and professional manner<\/p>\n\n\n\n

Tier 1 Support Specialist <\/strong>Full Sail University, Winter Park, FL
April 2013 \u2013 November 2017 <\/em>
\u2212 Provided technical support to students and instructors via phone, email, screen share, and live chat
\u2212 Provided excellent customer service by focusing on empathy and professionalism
\u2212 Defused escalated customer encounters by maintaining a reassuring, solution-oriented attitude
\u2212 Identified and reported trending issues to proactively resolve widespread problems
\u2212 Performed troubleshooting for Mac OSX, Windows, iOS, and Android
\u2212 Utilized Zendesk and Salesforce ticketing systems to document and escalate interdepartmental concerns
\u2212 Assisted students with degree-specific software installations\/setup (Pro Tools, Final Cut, Auralia, Musition, Final Draft, Windows with Bootcamp, VMware fusion, Visual Studio, Microsoft Office, VitalSource, etc.)
\u2212 Assisted the social media team with YouTube, Snapchat, Facebook, and Instagram to increase student
engagement during special events<\/p>\n\n\n\n

Tier 1 Support Specialist <\/strong>Full Sail University, Winter Park, FL
April 2013 \u2013 November 2017
<\/em>\u2212 Provided technical support to students and instructors via phone, email, screen share, and live chat
\u2212 Provided excellent customer service by focusing on empathy and professionalism
\u2212 Defused escalated customer encounters by maintaining a reassuring, solution-oriented attitude
\u2212 Identified and reported trending issues to proactively resolve widespread problems
\u2212 Performed troubleshooting for Mac OSX, Windows, iOS, and Android
\u2212 Utilized Zendesk and Salesforce ticketing systems to document and escalate interdepartmental concerns
\u2212 Assisted students with degree-specific software installations\/setup (Pro Tools, Final Cut, Auralia, Musition, Final Draft, Windows with Bootcamp, VMware fusion, Visual Studio, Microsoft Office, VitalSource, etc.)
\u2212 Assisted the social media team with YouTube, Snapchat, Facebook, and Instagram to increase student
engagement during special events<\/p>\n\n\n\n

SOFTWARE AND WEBSITE EXPERIENCE
<\/strong>\u2212 Katalon Studio, Katalon Recorder
\u2212 Selenium Webdriver, IntelliJ IDE
\u2212 Apache JMeter, WebPerformance
\u2212 Zendesk, Salesforce, Desk.com
\u2212 Jira, Confluence, Trello
\u2212 Full Sail LMS v3- v5
\u2212 Join.me, GoToMeeting, LogMeIn
\u2212 Mac OS, Windows, iOS, Android \u2212 Citrix, CampusVue
\u2212 Google Analytics
\u2212 Workfront, Podio
\u2212 Airtable, Google Docs, Google Drive<\/p>\n\n\n\n

SALESFORCE TRAILHEAD BADGES
<\/strong>Data Management Badge, Data Modeling Badge, Salesforce Platform Basics Badge<\/p>\n","protected":false},"excerpt":{"rendered":"

EDUCATIONUniversity of Central Florida; GPA: 3.8Bachelor of Science in Hospitality ManagementHonors: UCF Burnett Honors College, UCF Pegasus Gold Scholarship, Bright Futures Scholarship, Dean\u2019s List PROFESSIONAL EXPERIENCEQuality Assurance Analyst Full Sail University, Winter Park, FL August 2018 \u2013 Present\u2212 Create and maintain automated test cases and suites using Selenium, Intellij IDE, and Katalon Studio \u2212 Manually … <\/p>\n

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