Quality Assurance Engineer and Certified Scrum Master with 12 years of experience in the Quick Service Restaurant (QSR) industry, including 8 years in QA and 4 years in technical support. I specialized in testing cloud-based B2B SaaS payment processing and POS systems serving 10,000+ restaurant locations globally. Started at an established family-owned business, retained through a private-equity acquisition, and subsequently acquired by publicly traded Global Payments, demonstrating adaptability across diverse organizational structures and business models. Strong background in test strategy, SQL data validation, API testing with Postman, and maintaining automated test suites. Used Kibana logs to identify kiosk API failures, then implemented targeted test cases to improve order completion reliability from 78% to 99.9% over 4 months. Reduced post-release hotfixes by 75% by advocating for monthly release cycles instead of bi-weekly, allowing adequate time for thorough testing.
Provided implementation and UAT consulting for business system migration from paper-based records and QuickBooks to PestPac platform. Validated data integrity during customer migration, configuring complex account hierarchies including multi-property owners with individual property records, payment methods, and invoicing options. Tested and configured scheduling and routing workflows for next-day service delivery, ensuring proper driver assignment and route optimization. Configured product invoicing and technician inventory management within PestPac, tracking product usage and stock levels across service operations.
Providing care and support for elderly family members.
Drove testing strategy and release coordination for monthly releases. Maintained automated test suite of 1,000+ test cases in a proprietary PHP framework across staging and production environments. Coordinated cross-functionally with the Portal team on database schema updates and downstream system impacts. Executed regression testing suites to ensure new releases did not introduce defects into existing functionality. Contributed to release planning and Git branching strategies for monthly deployment cycles.
Served as Scrum Master, facilitating sprint planning, daily standups, retrospectives, and release planning. Collaborated with the Director of Engineering to define the product roadmap, prioritize backlog, and select features for development. Acted as liaison between QA team and leadership. Led comprehensive testing for PayPal payment integration, including transaction flows, refunds, and reconciliation across web and mobile platforms. Analyzed customer support call volume trends and identified root causes of the top 5 recurring issues, working with the development team to implement permanent solutions. Defined acceptance criteria for user stories, documented product roadmap and release plans in Confluence, and facilitated backlog grooming sessions.
Led integration testing for third-party payment systems and delivery platforms. Retained through Global Payments acquisition, October 2018. Tested Verifone and Ingenico payment devices, validating transaction processing, refunds, and device communication protocols. Tested kiosk systems using XML injection via telnet to validate order flow. Established delivery partner integrations (DoorDash, GrubHub, UberEats) using Postman to test JSON-to-XML transformations through the Omni integration layer. Executed comprehensive testing for loyalty program implementations. Tested database migrations from MySQL to MariaDB during OS2 to OS4 system upgrades.
Built comprehensive test coverage for core POS and payment systems. Retained through LLR Partners private equity acquisition, May 2016. Designed and executed test cases for C to C# code conversion, including GUI testing and visual validation. Conducted load testing using bash scripts to simulate thousands of concurrent orders across multiple hardware generations. Expanded test coverage to include specialized tax implementations, including Ohio taxing rules and edge-case tax scenarios. Validated international fiscal compliance requirements for France, Italy, and Quebec markets. Collaborated with the support team to identify production issues, provide troubleshooting guidance, and train technicians on root cause analysis techniques. Tested OS2 to OS3 system conversion for Canadian market deployments.
Handled complex technical troubleshooting and system recovery for POS and payment systems across international restaurant locations. Served as an escalation point for critical issues requiring SQL expertise and system-level diagnosis. Performed complex SQL troubleshooting, including auto-increment error resolution, sales data validation, and database integrity checks. Diagnosed and resolved system failures, including file corruption, missing configuration files, and digital menu board malfunctions. Executed data migrations from Micros POS terminals to Sicom systems. Troubleshot payment device connectivity and processing issues for Verifone and Ingenico terminals.
Expanded responsibilities to include custom reporting, database migrations, and international project coordination. Supported database upgrade from version 1.8 to 2.0, validating data integrity and system functionality. Deployed to Hungary for a 3-month assignment to train overnight support staff and assist with European restaurant implementations. Led Product Mix project converting individual restaurant databases to a centralized cloud-based system, coordinating post-conversion validation with restaurant owners to ensure accuracy of pricing, taxing, products, and inventory.
Provided first-line technical assistance for restaurant POS systems. Handled inbound support calls, created tickets, and resolved common operational issues. Resolved on-call issues, including inventory shortages, payroll discrepancies, pay rate corrections, and daily close failures.