Open To Work
CHERRY ROSE RAMOSO-SANTOS
Mount Gravatt,Australia
Overview
17
17
years of professional experience
Work History
SOLUTION ENGINEER
LambdaTest Inc.
04.2023 - 02.2025
- Automation and Testing Skills:
- - Have knowledge of Selenium and Appium drivers for web and app automation testing.
- - Strong understanding of software testing principles, methodologies, and best practices.
- - Ability to create comprehensive test plans, test cases, and test scripts.
- - Knowledge of different testing types, including functional, regression, and performance testing.
- Web and Mobile Testing (Manual and Automation testing):
- - Expertise in testing web applications across different browsers and platforms.
- - Experience in testing mobile applications on various devices and operating systems.
- - Understanding of mobile-specific challenges, such as different screen sizes and resolutions.
- - Execute test cases for mobile applications (iOS and Android), including native, web, and hybrid apps on real devices and emulators using Lambdatest’s available real devices and emulators.
- - Execute mobile tests across various devices and OS versions using Lambdatest platform.
- - Perform system integration and end-to-end testing across APIs (using Postman and Swagger), backend services, and third-party systems, validating data flows and interface contracts.
- - Execute regression test suites for mobile, web, and integration components.
- - Identify, log, prioritize, and track defects to closure using tools such as Jira.
- - Provide test estimates, status reports, and risk assessments to project managers and stakeholders.
- Defect Tracking and Reporting:
- - Proficient in using defect tracking tools (e.g., Jira) to report and manage software issues.
- - Ability to provide clear and detailed bug reports, including steps to reproduce and expected vs. actual results.
- Create and run basic scripts of different programming languages/frameworks to help improve customers’ scripts and resolve issues (Selenium and Appium). Also used to replicate user issues.
- - Language/Frameworks that I have exposure to and have worked on: Java, C#, Playwright, Cypress, Python, etc.
- Analytical and Problem-Solving:
- - Strong analytical skills to identify, isolate, and document problems accurately.
- - Ability to troubleshoot issues and work closely with developers to resolve defects
- Collaboration and Communication:
- - Strong communication skills to collaborate effectively with development teams and other stakeholders.
- Create Documentation of the issues and resolutions
- - In my team, we are encouraged to create documentation of the issues and the provided resolutions for future reference. This would also help us with our triaging if in case the same issue arises.
- Ad hoc tasks:
- - Attended Coles Learning Circles’ internal event in their Melbourne HQ office as a speaker and successfully performed a product demo on behalf of LambdaTest last 20th of August 2024.
- - Train new hires
- - Handle team members on shift
- Multi-Browser/Device Cloud Testing Platform
- Remote
SENIOR APPLICATION SUPPORT ENGINEER
LambdaTest Inc.
04.2022 - 04.2023
- - On a daily basis, I provide full-time technical/customer service support via support ticket, emails, chats with our clients to help resolve their technical concerns.
- - For urgent issues, I schedule video calls for working sessions to our clients following the service level agreement (SLA) to reassure our clients that their issues is being handled and taken care of.
- - Handle different technical issues in line with our Service Level Agreement (SLA) policy during my shift and attend to other issues with lower priority within before I end my shift.
- - Take and handle escalations from clients and internal teams during my shift (Australian Timezone)
- - Perform Manual and Automation testing (web and mobile apps) and replicate users’ issues.
- - Help check client’s mobile apps and website defects using LambdaTest platform
- - Create a script for the user to help resolve their automation test issue and/or use it for debugging.
- - Provide End User and Enterprise support through the Zoho Desk ticketing system and SalesIQ chat system.
- Ad hoc tasks:
- - Generate and create the team’s weekly reports
- - Evaluate participant’s Certification codes and tests
- - Attend team, internal, and company meetings
- - Create basic coding scripts to replicate the issue and share them with users/customers if necessary
- Remote
SUPPORT ENGINEER
ServiceRocket Sdn. Bhd. Malaysia
01.2021 - 10.2021
- - I provide full-time technical/customer service support via email or video call to our clients to help resolve their technical concerns
- - Provide End-user and Enterprise support through our Jira ticketing system.
- - Analyze logs from AWS and run automation jobs using Jenkins
- - I provide quality email responses and/or video call sessions to our clients following the service level agreement (SLA)
- - Make changes in UI dashboards and training websites using HTML, CSS, and Javascript (if requested)
- - Help update static and dynamic Email templates using HTML, CSS, and JavaScript (if requested)
- - Handle Training site outages and Client technical escalations on a daily basis
- - Attend team and Stakeholder meetings via Zoom or Google Meet
- - Present use cases to the team as part of knowledge-sharing
- LMS testing platform
ACCOUNT SPECIALIST
TDCX Malaysia
03.2019 - 12.2020
- - On a daily basis, I provide full-time assistance to users of new/existing account applications via chat and emails.
- - When solving an issue, I also investigate API calls reflected in the user’s dashboard and provide possible solutions to the error they are experiencing with payments, payouts, accounts, and so on via chat or email channels.
- - As part of my daily tasks, I always make sure that I respond to my assigned tickets in a timely manner or before it breach the SLA
- - Being part of the premium support team, it is important to create a positive relationship with possible prospects to promote the company’s services. And maintain good client relationships with our existing clients.
- - One of my important goals as a premium support is to make sure that I reach our target metrics or KPIs including CSATs.
- STRIPE, e-Payment system
TECHNICAL SUPPORT ENGINEER
TDCX Malaysia
11.2018 - 03.2019
- - As I worked in a B2B environment for this position, I encountered different operating systems such as Windows 10,7,8,XP, Mac OS environment, iOS and Android that exist in the client’s company structure.
- - Being a full-time Technical Engineer, my daily tasks include: remotely accessing the Admin console together with the company Admin either on the phone or chat to help with the software installation, maintenance, deployment of the updates (including third-party updates), and patches, as well as policy deployments via Admin console to endpoints.
- - Part of my task is to also analyze the issue and reproduce it in my test environment (using VMWare) if necessary. And provide relevant documentation to the Company Admins for their reference.
- - When I do my investigation, I collect file logs to help check if there’s any related events that can contribute to the issue.
- Kaspersky Lab Antivirus for Enterprise
CUSTOMER SUPPORT ENGINEER
F-Secure Corporation Sdn. Bhd. Malaysia
01.2016 - 09.2018
- - As a full time Customer support, I answer inbound calls promptly, log incidents/calls onto the Helpdesk systems, assess priority, diagnose, troubleshoot and analyze and provide immediate solutions via phone, email and chat.
- - Respond to users within SLAs and achieve Customer Satisfaction goals
- - Experience in MS Office, Windows 10,7,8,XP, Mac OS environment, iOS and Android
- - Provide product knowledge and awareness of developments to customers about releases and updates as necessary
- - Provide technical documentation and release notes for known problems
- - Provide instructions to customers on how to operate and maintain the software
- - Update or create new knowledge base documents in Confluence and support pages if necessary
- - Follow up on technical cases until case closure.
- F-Secure End- User Antivirus
CUSTOMER SERVICE REPRESENTATIVE
HCL Technologies Philippines
10.2014 - 12.2015
- Professional experiences in the Philippines (BPO Industry)
TECHNICAL SUPPORT REPRESENTATIVE
Convergys Philippines
07.2013 - 04.2014
- Formerly Datacom Connect Philippines
TECHNICAL SUPPORT REP 2
Convergys Corporation Philippines
09.2012 - 02.2013
CUSTOMER CARE EXECUTIVE
vCustomer Philippines
08.2010 - 09.2011
TECHNICAL SUPPORT ENGINEER
Synnex-Concentrix Corporation Philippines
09.2009 - 08.2010
CUSTOMER SERVICE REPRESENTATIVE
Teletech Philippines
06.2008 - 06.2009
Education
Advanced Diploma - Information Technology (Cyber Security)
Australian College of Business Intelligence
AustraliaBachelor of Science - Information Technology
Informatics International College
Cainta, Rizal, Philippines01.2008
Skills
Computer literate
- Customer engagement
- Software troubleshooting
- Customer service
- Team collaboration
- Verbal and written communication
- Detail-oriented
- Customer support
- Testing and troubleshooting
- Customer relationship management
- User acceptance testing
- Issue resolution
- Troubleshooting and resolution
- JIRA
- Testing and debugging
- Technical support
- Technical documentation
- Code debugging
- Code development
- Research and development
- Stakeholder communication
- Software documentation
- MySQL
- Client requirements
- Hardware and software installation
- Solution recommendations
- New employee mentoring
- Continuous improvement techniques
- Technical requirements
- Computer skills
- Data entry
- Administrative support
- Microsoft Word
- Time management
- File organization
- Microsoft Excel
- Computer proficiency
- Filing
- Clerical support
- Critical thinking
- Strong problem solver
- Scheduling
- Documentation and recordkeeping
- Microsoft Office Suite
- Office management
- Professional communication
- Database entry
- Scheduling and calendar management
- Dedicated team player
- Excel spreadsheets
- Appointment scheduling
- Recordkeeping
- Verbal communication
- Data organization
- Deadline oriented
- Records management
- Professional and mature
- Calendar management
- Filing and data archiving
- Documentation and reporting
- Meticulous attention to detail
- Microsoft PowerPoint
- Document management
- Data management
- Data collection
- Spreadsheets
- Prioritization
- Spreadsheet management
- Resourceful
- Tech-Savvy
- Internal communications
- Schedule management
- Internet research
- Attendance record management
- Training and coaching
- Supervising staff
- Report generation
- Team bonding
Well versed in MS Office and Google Suite
Im very much willing to learn
Troubleshooting and customer service skills
Hardworking and dedicated in providing quality help/support to internal and external stakeholders
People management
Team player and can work independently as well
Can work under pressure
Fast learner
Can handle shifting work hours
Train new team members and manage a small team
QUALIFICATIONS
- Obtained Kaspersky Lab Certified Professional (Enterprise server management and Endpoint security system)
- Obtained more than 15 years of experience in a combination of roles in Customer service, Technical support including sales, billing, and ad hoc tasks with exposures in Cyber Security, FinTech, SaaS, and BPO industries.
- Experience in Customer support channels: chats, inbound calls, emails, and video calls with users using Google Meet, MS Teams, and Zoom.
- Gained experience in file logs analysis, antivirus configuration, AV Policy implementation, Malware removal, basic Computer Networking, MySQL, TeamViewer, Bomgar, Anydesk
- Gained work exposure AV software (Enterprise and Consumer), Outlook, Microsoft Office, Slack, Workplace, Windows OS, Mac OSX and iOS, Android, G-Suite, HTML/CSS, API testing using Postman, Confluence, Zendesk, JIRA, Salesforce, Jenkins, AWS (Cloudwatch, S3), PagerDuty, Photoshop, Krita, Automation testing in Selenium and Appium, Sumo Logic, JumpCloud, LambdaTest, BrowserStack
Languages
English
Upper intermediate (B2)
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridTimeline
SOLUTION ENGINEER
LambdaTest Inc.
04.2023 - 02.2025
SENIOR APPLICATION SUPPORT ENGINEER
LambdaTest Inc.
04.2022 - 04.2023
SUPPORT ENGINEER
ServiceRocket Sdn. Bhd. Malaysia
01.2021 - 10.2021
ACCOUNT SPECIALIST
TDCX Malaysia
03.2019 - 12.2020
TECHNICAL SUPPORT ENGINEER
TDCX Malaysia
11.2018 - 03.2019
CUSTOMER SUPPORT ENGINEER
F-Secure Corporation Sdn. Bhd. Malaysia
01.2016 - 09.2018
CUSTOMER SERVICE REPRESENTATIVE
HCL Technologies Philippines
10.2014 - 12.2015
TECHNICAL SUPPORT REPRESENTATIVE
Convergys Philippines
07.2013 - 04.2014
TECHNICAL SUPPORT REP 2
Convergys Corporation Philippines
09.2012 - 02.2013
CUSTOMER CARE EXECUTIVE
vCustomer Philippines
08.2010 - 09.2011
TECHNICAL SUPPORT ENGINEER
Synnex-Concentrix Corporation Philippines
09.2009 - 08.2010
CUSTOMER SERVICE REPRESENTATIVE
Teletech Philippines
06.2008 - 06.2009
Bachelor of Science - Information Technology
Informatics International College
Advanced Diploma - Information Technology (Cyber Security)
Australian College of Business Intelligence