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Vincent Sotelo

@vincentsotelo

I am a customer support and QA specialist experienced in boosting user engagement and product quality in healthcare technology.

United States

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What I'm looking for

I’m seeking a mid-level role in healthcare technology combining customer support and QA on collaborative, impact-focused teams where I can improve engagement, streamline support workflows, and advance testing practices.

I am a detail-oriented Customer Support Specialist and Quality Assurance Analyst with over two years in healthcare technology. I bridge communication between users and oncology care teams to improve outcomes.

I provided daily support to 300+ users, drove a 40% growth in user engagement, and maintained data accuracy and confidentiality using Zendesk workflows.

As a QA Analyst I developed and executed test plans across web and mobile, increasing test coverage by 30% and improving bug resolution time by 25% through Jira-driven defect tracking.

I documented over 2,000 test cases and executed 400+ monthly functional, regression, and UAT test cases while collaborating with providers, stakeholders, and faculty; I hold a BS in Business Administration and certifications in Generative AI.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Apricity Health, Inc.

Oct 2021 - Apr 2024 (2 years 6 months)

Delivered timely support to 300+ daily users by troubleshooting issues and escalating complex cases via Zendesk, increasing user engagement by 40% through improved communication with oncology care teams. Maintained data accuracy and confidentiality while coordinating daily with medical providers and clinics.

Zendesk Customer Support Ticketing User Engagement Healthcare Communication Confidentiality Troubleshooting

Quality Assurance Analyst

Apricity Health, Inc.

Oct 2021 - Apr 2024 (2 years 6 months)

Developed and executed test plans and cases for web and mobile applications, increasing test coverage by 30% and executing 400+ functional, regression, and UAT cases monthly. Streamlined defect tracking with Jira to reduce bug resolution time by 25% and documented 2000+ test cases.

Jira Software Testing Test Planning Test Execution Regression Testing UAT Test Case Documentation

Education

Degrees, certifications, and relevant coursework

California State University, San Marcos

Bachelor of Science, Business Administration

Activities and societies: Senior project: Management Career Guide (Jan 2021–May 2021); Instructional Student Assistant (Aug 2020–May 2021)

Completed a Bachelor of Science in Business Administration at California State University, San Marcos in 2021, including a senior project developing a management career guide.