Jeudy Benders

• Collaborated with cross-functional teams to ensure seamless integration of new features and bug fixes.
• Improved software quality by executing thorough test plans and identifying defects before release.
• Contributed to the establishment of performance benchmarks, tracking QA metrics over multiple development cycles.
• Mitigated risk in software releases by consistently detecting critical defects during the testing phase.
• Promoted a culture of continuous improvement, regularly reviewing and refining QA processes and methodologies.
• Enhanced product performance by conducting comprehensive regression testing on new updates.
• Facilitated effective communication between developers and testers, fostering collaboration in resolving issues quickly.

Technical Proficiencies

• Assisted in Training New Team Members
  Shared knowledge on troubleshooting techniques and effective communication to help onboard new technicians and improve overall team performance.
• Process Optimization
  Suggested improvements to internal support workflows based on observed inefficiencies and frequent technical issues, contributing to better resolution times and smoother operations.
• Timely Support & Escalation
  Reduced client downtime by delivering prompt Level 1 support and escalating complex issues in accordance with escalation protocols.
• Hardware Troubleshooting
  Diagnosed and resolved hardware issues on desktops, laptops, and peripherals (keyboards, monitors, printers). Performed basic maintenance, part replacements, and connectivity checks to restore functionality efficiently.
• Software Installation & Configuration
  Installed, configured, and updated business software (Microsoft Office, browsers, antivirus tools, and internal applications). Ensured installations met user requirements and company IT policies.
• Ticketing Systems & Documentation
  Operated platforms like Zendesk and ServiceNow to log incidents, track progress, assign priorities, and close tickets. Maintained detailed records of troubleshooting steps and resolutions to aid team knowledge sharing.