Owned the end-to-end bug lifecycle on a SaaS platform, from triage and reproduction through to developer escalation and customer communication.
Diagnosed and resolved hardware and software issues across connected safety devices, and supported users of a health & safety SaaS platform.
Delivered customer support by identifying and sourcing compatible parts using supplier databases and technical diagrams, balancing accuracy with a fast-paced service environment.
A bug report without steps to reproduce it just moves the guessing downstream. I try to nail down exact conditions — environment, role, data state — before it ever reaches an engineer.
A good ticket reads the same six months later as it did the day it was filed: expected behaviour, actual behaviour, and everything needed to get from one to the other.
Every recurring manual test is a future regression waiting to slip through. Where it makes sense, I turn repeat verification work into an automated spec instead of doing it again by hand.
Customers and stakeholders care about what's happening and when, not which queue an issue sits in. Clear, honest updates protect trust even when the news is "still working on it."
I'm approaching my third year in support, and most of that time has gone into the same core loop: understand what broke, prove how, explain it clearly, and stop it happening again.
I'm developing my QA skills alongside that work — I already manually test for defects day to day, and I use Claude to help build and maintain regression test coverage.
Day to day, I own bug tracking and triage across Jira and HubSpot, coordinate with the team over Slack, and use Claude — including Claude Code subagents — to help draft reproduction steps and extend regression coverage. Most of my tooling runs on Ubuntu, with Visual Studio for editing specs and internal tooling.
Supported end users through Intercom and Salesforce, diagnosing hardware and software issues on connected devices and documenting fixes so the wider team could resolve similar cases faster.
Worked daily with supplier and parts databases to source accurate components against technical specifications, balancing accuracy with a fast-paced, customer-facing environment.
Built my foundations through formal study: secondary and sixth-form computer science covering Python, HTML, MySQL, and object-oriented programming, followed by apprenticeship coursework in troubleshooting, regulatory compliance, service-level agreements, and core information technology concepts — including secure data handling and CRM/CMS systems. Alongside that, general technical grounding in computer repair, maintenance, Windows administration, and virtualisation with VirtualBox.
Completed LinkedIn Learning assessments covering software QA and testing foundations, test automation foundations, and GitHub — supporting my move into a more formal QA-focused skill set.
Developed skills across digital technologies, data management & security, digital information systems, and technical support & problem resolution — including CRM/CMS platforms, secure data handling, and structured helpdesk diagnostics.
Built a foundation in programming and computer science, including object-oriented programming, system design, and exposure to Python, JavaScript, C#, HTML/CSS, and MySQL. Developed a game project in Unity and C#. 9 GCSEs including Computer Science (7), Maths (7), and English Language (8); A Level Computer Science (C).