Catherine Lucas

• Conducted end-to-end, QAT, UAT and regression testing for web applications, identifying, analysing and reporting bugs prior to product launches and system upgrades
• Collaborated with project managers to define test cases based on user stories and business requirements
• Worked closely with developers and clients defining user requirements and writing user stories.
• Maintained detailed documentation of test cases, procedures, and defect reports.
• Developed SQL queries to validate database content during testing and to query the Production databases to resolve support queries
• Delivered training sessions to clients, created user guides ensuring smoother adoption of new or updated software by clients.
• Worked in an Agile environment, participating in daily standups, sprint planning, and retrospective meetings
• Resolved or escalated technical issues and provided on-going post-deployment support.

• Led a small technical support team, troubleshooting technical issues and ensuring SLAs were met to resolve customer issues in a timely fashion.
• Monitored team metrics to identify areas for improvement and implement corrective measures.
• Identified areas of weakness in the application and collaborated with developers to streamline and enhance the app, thereby improving the end user experience.
• Developed and contributed to the company's support knowledge base enabling faster resolution of technical issues.
• Delivered excellent customer service by troubleshooting technical issues.

• Prepared user-friendly instruction manuals for simplified learning process.
• Designed and delivered training programmes to introduce new database system across the company.
• Provided on-going technical guidance for better technology utilisation.
• Tested and monitored system changes and updates to stay abreast of changing training needs.

• Assisted with implementation of new software system undertaking User Acceptance Testing and working closely with the software provider and Operations managers.
• Created user manuals for reference and to simplify learning process.
• Designed training programmes.
• Delivered IT induction to introduce new database to all staff.

Recruiting teachers and classroom assistants for day to day, temporary and permanent roles. A high pressure environment requiring excellent communication and organisational skills.