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Cody Rager

@codyrager1

UAT Specialist at PensionPro who tests PAT releases, catches requirements gaps, and verifies fixes before deployment.

At PensionPro, I test new features and updates in PAT and Staging, writing and running test cases based on business requirements. I work with product and engineering teams in design reviews to catch unclear requirements, then run regression tests to verify fixes before deployment.

At Panopto, I handled technical escalations and investigated logs and system data to find root causes. I also created support documentation and delivered customer training; earlier, at Blackboard, Inc., I supported clients using the Blackboard LMS.

Experience

Work history, roles, and key accomplishments

UAT Specialist

PensionPro

Apr 2025 - Sep 2026 (1 year 5 months)

Tested new features in PAT and Staging environments, wrote and executed test cases, and led design reviews with product and engineering teams. Triaged defects and logged detailed support issues in Azure DevOps, and delivered product demos and pre-release regression testing.

UAT Test Case Development Test Execution Azure DevOps Defect Tracking Regression Testing Product Demonstrations Documentation

Application Support Engineer

Panopto

Dec 2023 - Mar 2025 (1 year 3 months)

Managed complex technical escalations, worked with engineering to resolve issues, and ran customer webinars and training sessions. Analyzed logs and system data to identify root causes, and built out the knowledge base to reduce ticket volume.

Technical Support Escalation Management Root Cause Analysis Log Analysis Customer Training Knowledge Base Development Webinars

Support Analyst

Panopto

Apr 2021 - Dec 2023 (2 years 8 months)

Handled high-volume support across tickets, email, live chat, and phone, triaging and prioritizing issues. Managed handoffs between Tier 1 and engineering, and replicated and resolved Tier 1 product issues using structured troubleshooting.

Technical Support Ticketing Systems Troubleshooting Customer Service Prioritization Documentation

Client System Specialist

Blackboard, Inc.

Nov 2018 - May 2020 (1 year 6 months)

Built client relationships within a Learning Management System environment, configured courses, managed user accounts, and set up organizations. Diagnosed and fixed integration, authentication, and platform errors, and contributed to the team's knowledge base.

Blackboard LMS System Configuration Troubleshooting Customer Support Knowledge Base User Management