Albano Vaz

Designed and executed QA test cases to evaluate and improve AI chatbot solutions, supporting conversational accuracy, ethical compliance, and user experience. Identified 35 critical cloud application bugs and ran 500+ functional tests, documenting performance issues to improve stability and outcomes.

Authored and enforced SOPs to improve operational best practices and cut incident response times by 35%. Implemented CI/CD pipelines with Jenkins and GitHub Actions, reducing deployment time by 60% while enabling continuous delivery of secure, reliable services.

Improved customer satisfaction by 15% through personalized support and proactive Microsoft 365 update communication. Resolved 80% of customer issues within the first contact and helped customers understand subscription plans, increasing correct plan adoption and reducing plan-selection support requests.

Transitioned from QA to DevOps, automating test environments and integrating CI/CD to streamline deployments. Led automation of AWS infrastructure (EC2, S3, Lambda) with 99.9% system availability and a 30% infrastructure cost reduction, while increasing automated UI test coverage from 50% to 85% using 200+ Selenium/Robot Framework tests.

Performed 24/7 on-call rotations to troubleshoot and resolve critical incidents, maintaining service reliability and customer satisfaction. Improved web application uptime to 99.5% through proactive monitoring and root cause analysis on AWS/Azure, and increased team productivity by 15% by implementing workflow management tools.

Built Salesforce automation solutions with Apex and Lightning Web Components to streamline customer data management, reducing call handling time by 15% and improving record accuracy. Increased first-contact inquiry resolution to 80% using Einstein chatbots and Salesforce automation, and improved customer return rates by 10% with personalized CRM communication.

Led UI/UX redesign projects for the company platform, improving user engagement by 55%. Developed responsive web applications with JavaScript and Bootstrap and built RESTful APIs using Java, supporting core product functionality and brand presentation.

B.S. in Computer Science with a focus on Business Information Systems at The International University of Management (2013–2016).