Christopher Anane

Oversee Tier 1 and Tier 2 support operations, optimize Freshservice ticket workflows to meet SLAs, and implement process improvements that reduce recurring incidents and improve resolution efficiency.

Delivered technical support for 500+ students and faculty, achieving a 95% first-call resolution rate and improved asset tracking to reduce device loss and increase accountability.

Led manual and automated accessibility testing to ensure WCAG 2.1 and Section 508 compliance across 100+ web pages and applications, managing defect tracking in Jira and mentoring junior testers.

Provided help desk and field support including CMD troubleshooting, laptop imaging, and configuration to maintain end-user productivity and system reliability.

Tested Android-based printers and mobile devices for enterprise customers, executing QA test plans to validate device functionality and reliability.

Applied disciplined QA practices across enterprise and customer-facing systems, performing functional, exploratory, and regression testing and documenting results to support release decisions. Partnered with stakeholders to analyze requirements and user stories for test coverage.

Supported customer-facing platforms and enterprise-scale applications with manual and automated testing, ensuring release quality through comprehensive test planning, execution, and defect management. Collaborated with developers and product owners to meet functional and release expectations.

Contract QA role supporting publishing applications with manual and automated test execution, defect tracking, and collaboration with development teams to deliver reliable releases on contract timelines.

Served as Software Accessibility QA, validating enterprise applications for WCAG 2.1/2.2 compliance and providing code-level recommendations that improved accessibility across releases. Trained and mentored QA engineers and developers on accessibility practices to embed inclusive design.

Delivered contract QA support for internal business systems, executing manual and automated tests, analyzing requirements, and providing clear documentation to support informed release decisions.

Provided contract QA services for enterprise systems, conducting functional and integration testing, documenting defects, and ensuring quality within sprint and release cycles for customer-facing platforms.

Completed vocational degrees focused on technical project management and computer and electronic engineering technology.

Completed applied science coursework in computer and electronic engineering technology supporting practical engineering and technical skills.