Open to opportunities

Tobi User

@tobiuser1

Customer Support and QA specialist who pinpoints root causes, de-escalates issues, and delivers clear resolution reports.

Canada

Message

What I'm looking for

I’m looking for a role where I can own customer issue lifecycles, combine de-escalation with QA-style investigations, and deliver precise resolution reporting—using Zendesk/Jira-style workflows and strong root-cause thinking to improve outcomes.

I combine customer support execution with QA-driven root cause analysis to keep investigations structured and outcomes actionable. I track issues from initial report to root cause, streamline triage workflows, and provide clear, internal-ready resolution summaries that help teams move faster.

In contract QA work, I reproduce problems from first principles, build test environments when documentation is missing, and turn technical findings into step-by-step resolution procedures. I also configure and operate ticketing workflows (Zendesk/Freshdesk/HubSpot/Jira), and use tools like Postman and log analysis to separate regressions from complex, user-reported bugs.

Experience

Work history, roles, and key accomplishments

Current

Contract QA Automation Engineer

Current

Silicon Blast

Mar 2025 - Present (1 year 4 months)

Identified root causes of core user flow issues using log analysis and variable isolation, and delivered structured resolution summaries to internal teams. Streamlined triage workflows to separate system regressions from complex user-reported bugs.

QA Automation Log Analysis Root Cause Analysis Resolution Reporting

Contract SDET

Confidential Client

Feb 2026 - Apr 2026 (2 months)

Reproduced and documented browser extension issues from scratch by building a complete test environment when no setup existed. Created precise step-by-step resolution procedures with environment requirements to enable first-time issue reproduction.

SDET Browser Testing

QA Tester

Freelance

Jul 2023 - Feb 2025 (1 year 7 months)

Conducted structured investigations across client projects, identifying critical defects and delivering prioritized resolution reports with client-aligned explanations before closure. Used Postman to investigate API errors and produce client-friendly root-cause reports to confirm resolutions.

Defect identification Postman API Testing Root Cause Analysis Technical Communication

Live Help Desk Operations

Zendesk

Configured a Zendesk support environment with ticket categories, multi-tier SLAs, and a tag-based triage system for issue tracking and escalation. Processed simulated support tickets by assigning accurate priority, category, and status.

Zendesk Ticket Management SLA Triage Priority Category Status Assignment

Customer Review Funnel

Next.js · Playwright · Notion API

Performed cold outreach to Texas small businesses, handling live objections to validate market demand and improve engagement. Improved call outcomes by changing from a critical-framing opener to curiosity-based questioning.

Cold Outreach Client Outreach Objection Handling Customer Discovery Customer Engagement