Alex Downer

Served as a Senior QA across the JDXP team and the client-facing portfolio, co-owning test strategy and co-leading execution for platforms such as the Jamaica Data Exchange Portal (JDXP) and TAJ Mobile App. Architected and maintained scalable test automation frameworks using Cucumber.io with Playwright, Appium, and WebdriverIO, leveraging BDD principles to enhance test clarity, stakeholder collabo

Led QA efforts for government tax and finance-related platforms including the TAJ Mobile App and Payment Receipt Validation Service. Designed and executed comprehensive test strategies covering manual, regression, smoke, confirmation, and API testing. Implemented TDD practices while automating mobile and E2E tests using Appium with WebdriverIO, and API tests with Postman.

Taught Mathematics, Science, IT, and History to students in grades 7–11. Developed curriculum-aligned lesson plans, adapted teaching strategies for special needs learners, and maintained a positive, inclusive, and feedback-driven classroom environment. Assessed student performance and delivered feedback through structured reports and parent engagement.

Participated in requirements gathering sessions with product managers, developers, and project managers to clarify project scope and technical requirements. Identified, documented, and tracked over 200 defects across multiple software projects using Bugzilla and JIRA, ensuring thorough verification before closure. Managed QA processes for 15+ maintenance projects, including review of Project Plans

Supervised a team of five account managers, providing coaching, feedback, and performance oversight to meet departmental goals. Implemented effective cold calling techniques and trained staff to improve contact rates and customer engagement. Conducted quality assurance reviews of account handling and communication practices to ensure compliance and service standards.

Provided exceptional customer service by handling inquiries and concerns efficiently, earning top customer satisfaction ratings. Utilized strategic upselling techniques through empathetic communication and personalized recommendations, increasing team sales by 10%. Supported internal quality assurance efforts by adhering to call quality standards, contributing to improved service consistency and c

Delivered customer service in a high-volume environment while meeting performance metrics and responding to inquiries and escalations. Gained experience in structured workflows and client-focused communication, which later supported stakeholder interaction in QA settings.

Entered and updated structured data in spreadsheets with attention to accuracy and formatting. This role helped build a disciplined, detail-oriented approach useful in QA documentation and data validation tasks.

Processed transactions and supported customer service operations. Learned the importance of process consistency, accuracy, and customer-facing responsiveness.

Provided basic hardware and software support at customer locations, including setup assistance, troubleshooting, and client-facing consultations to address common technical issues and usage needs.

Handled customer calls and assisted in promoting services, while following operational procedures. Developed strong communication habits and exposure to metrics driven environments that align with quality focused roles.

Majored in Information Technology and minored in Information Systems. Studied various aspects of computing and information systems.

Completed an Associate Degree in Computer Science. Gained foundational knowledge in computer science principles.