Luisa Fernanda Molano Rueda

• Manage the functional and non-functional requirements of business units
• Collaborate with stakeholders from different areas, documenting and understanding their issues, processes, and needs
• Analyze agreed-upon requirements using methodologies based on business information
• Design functional solution proposals, with input from IT specialists to deliver the analysis and design of the solution
• Validate compliance of requirements with functionalities in the solution delivery systems.

Responsible for analyzing and testing changes or technical problems for
SDLC projects

• Identified the changes planned to be implemented in the sprint to
  maintain and improve the state of applications and thus implement
  them effectively without affecting production.
  Documented and tested new requirements related to internal
  applications and support issues in multiple environments, solving
  errors assertively, and meeting the objectives of each sprint.
• Advised part of the technical team, teaching Salesforce features and
  functionalities so they were able to complement their development
  activities.
• Tested and confirmed changes during each sprint were correct,
  working on RCA in case to find errors and thus avoid them in future
  implementations.
• Created test scenarios, run them manually and automated using
  SoapUI,Postman and Swagger.
• Actively participated in Agile processes such as Sprint Planning, Daily
  Scrums, Sprint Reviews, Sprint Demos and Sprint retrospectives
  allowing effective communication and quality successful results in the
  implementations every sprint

Assistance to US hospital employees with technical problems

• Responded to technical requests guided by the service agreements
  established by the client via phone, web, chat. Allowing me to be in the
  top performer service agents within the team.

Technical support to L1, L2 to employees of an important food industry
in the country, lead quality of interactions between service agents and users.

• Kept updated my assignments and that allowed me to be the leader of
  the department of quality, monitoring and reporting the level of
  support of the agents of my team

• Create articles for the internal use of the agents, in order to have a
  knowledge base and avoid wrong answers or solutions with our
  customer
• Performed quality control on hundreds of calls and online interactions
  in Spanish with users from LATAM, Spain and Portugal, reported
  metrics to account managers

• Requirement Elicitation phase participating on grooming sessions
  (Product and Sprint planning)
• Requirement analysis for the sprint, clarify queries/gaps
  Suitable acceptance criteria documentation
• Testing phase, review test cases and scenarios to ensure sufficient
  coverage
• Functionality testing for delivered story and act as a quality
  gate-ad-hoc
• Preparation of testing release notes
• Responsible for user case testing and sign off
• Participation in the testing and acceptance phase of the final product

• Customer service for Latin-American advertisers supporting online
  advertising campaigns with Adwords, and multi product like: Adwords
  Express, Google Analytic and Google MyBusiness
• Provide customer support on the Google Adwords platform
• Tracking cases from start to finish