Robert Yianni
Wellingborough,Northamptonshire
Summary
Quality Assurance Analyst with over five years of experience in project testing protocols, producing technical documentation, troubleshooting hardware and software issues. Analytical and driven, coupled with strong problem-solving abilities and communication skills to understand and deliver technical specifications. Proficient in identifying issues and implementing solutions, ensuring high standards of quality and compliance to drive business changes and profits. Committed to driving company improvements with a track record of being heavily involved in profit driving projects.
Proficient in diagnosing and resolving complex technical problems, and ensuring optimal performance across a variety of IT environments due to background of line 2 ServiceDesk support. Experience of using system and performance tools such as SiteCore, JIRA, Confluence, DataDog, SAP, CDW, WorldPay, operating tools (Windows/MacOS) ServiceNow, Android and IOS Apps and networking protocols.
Experienced in collaborating with cross-functional teams to troubleshoot issues, validate bug fixes, and provide actionable feedback to developers and specialists. Ready to embrace new challenges to continue learn and develop to contribute to business growth and customer satisfaction.
Overview
8
8
years of professional experience
Work history
Quality Assurance Analyst
Booker Retail Partners
Wellingborough, Northamptonshire
2024.11 - Current
- Experienced in user acceptance testing, integration testing, functional testing and project planning.
- Implemented rigorous testing protocols for implementation of new projects on the Booker.co.uk website.
- Produced high‑quality documentation across all phases of project development, including design, testing, and delivery to ensure a clear understanding of upcoming projects.
- Wrote, edited and updated project manuals and technical documentation for QA team usage. This includes test cases, test plans, project overviews and project retrospectives.
- Communicated effectively with stakeholders about product quality and development progress.
- Experience in the use of SiteCore to alter and improve the PRODUCTION environment.
- Established key performance indicators to measure quality objectives effectively. This includes a proven track record of delivering projects on time, and projects that have boosted business profits.
- Conducted deployments to the Booker website for launch of new projects to ensure a smooth and easy application of deployments to Booker.co.uk.
- Identified bugs, risks and anomalies, applying action to prevent re- occurrence.
- Experience in writing detailed bug tickets which includes some experience in writing user stories as well as documenting changes to external companies for improvements.
- A lot of experience working in JIRA within an Agile process liaising with developers with precise communication.
- Meeting tight deadlines and keeping projects on-task and on schedule.
IS Technician
Booker Retail Partners
Wellingborough, Northamptonshire
2022.03 - 2024.11
- Supporting customers, internal teams, and external suppliers through ServiceDesk phone calls, emails and internal calls.
- Providing accurate reporting on Excel analysing web sales, Google analytics and mobile scans to the Digital Director of the company.
- Supporting successful integrations from test to live production deployments.
- Extensive experience on testing sites to minimise deployment issues, to help contribute to the business by minimising downtime.
- Identifying issues that have impacted system availability, stability and functionality and working proactively within a team to resolve such issues.
- Experience with test management Tools – JIRA and Xray.
- Experience of using system performance tools such as Datadog and Google Analytics
- Offered technical advice to programmers and developers to help optimise designs.
- Providing out of hours support, being the first line of contact for the ServiceDesk.
- Willingness to continue to learn and improve my personal knowledge.
Customer Service Technician
Booker Retail Partners
Wellingborough, Northamptonshire
2021.12 - 2022.03
- Providing first point of contact for customer and retailer queries over the telephone
- Offered prompt solutions to maintain customer satisfaction.
- Escalated complex issues in line with internal best practices for swift resolutions.
- Understanding networking systems such as SAP and Microsoft applications
- Exceeded KPI targets when providing customer support via phone, email and chat.
- Building positive rapports with retailers to provide excellent service.
- Adhered strictly to policies and procedures for continued company compliance.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
Behaviour Support Mentor
Weavers Academy
2020.01 - 2021.12
Teaching assistant
Friars Academy
2018.01 - 2020.01
Education
BA (HONS) - Sport Development and Physical Education
University of Northampton
Northamptonshire2018
A-Levels - English, ICT and BTEC Sports
Weavers Academy
Wellingborough2015
GCSEs -
Weavers Academy
WellingboroughSkills
IT Skills:
- Experience of using system performance tools such as Datadog, Google Analytics, ServiceNow, Que-it, BrandBank and SAP
- Some experience in using automation tools such as Cucumber/Gherkin/Selenium
- Experience with test management Tools – JIRA, Confluence Xray, SiteCore, SAP, CDW and Agile work flows
- Skilled and confident of use in Office 365 applications including mobile devices (including apps)
- QA project management Including technical documentation, testing plans and project analysis
Analytical Thinking:
- Software issue diagnosis - Using personal experience of the Booker Website to identify defects
- Identifying areas for process improvement and recommend changes to optimise system performance
- Network troubleshooting
- Audit compliance knowledge
- Technical documents comprehension
- QA methodologies
Collaborative working and Communication:
- Proven track record to co-operate with a variety of people to achieve results that have boosted business profit with the projects worked on
- Proficient in written and verbal communication
- Communication between internal and external employees
- Speaking to customers daily to diagnose and resolve issues
- Project support
- Out of hours support
Timeline
Quality Assurance Analyst
Booker Retail Partners
2024.11 - Current
IS Technician
Booker Retail Partners
2022.03 - 2024.11
Customer Service Technician
Booker Retail Partners
2021.12 - 2022.03
Behaviour Support Mentor
Weavers Academy
2020.01 - 2021.12
Teaching assistant
Friars Academy
2018.01 - 2020.01
BA (HONS) - Sport Development and Physical Education
University of Northampton
A-Levels - English, ICT and BTEC Sports
Weavers Academy
GCSEs -
Weavers Academy