Steven Stafford
Nashville
Summary
Technical Support Specialist with expertise in QA automation and advanced troubleshooting. Proficient in utilizing ticketing systems to resolve complex technical issues while ensuring high levels of customer satisfaction. Currently completing an Associate's degree in Computer Science, focusing on software development and system design. Demonstrates strong problem-solving skills and a collaborative approach to enhance customer experiences through innovative solutions.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Momentum Technology
Nashville
05.2024 - Current
- Resolved customer technical issues using Zendesk and proprietary tools, ensuring timely resolutions.
- Led QA automation efforts by developing and maintaining CI/CD test projects with Playwright and GitHub Actions.
- Created automated test reporting integrated with Slack for clear visual summaries of results.
- Conducted fraud investigations and resolved billing discrepancies through cross-department collaboration.
- Researched and implemented new technologies like AI chatbots to enhance support capabilities.
- Performed manual QA testing using Shortcut to track issues, identify bugs, and report findings.
Customer Service Representative
Momentum Technology
Nashville
05.2023 - 05.2024
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Updated system with order specifics and customer details, preferences, and billing information.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided exceptional customer service to ensure customer satisfaction.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Education
Associate of Science - Computer Science
South College
Knoxville, TN04-2025
Skills
- Programming languages: Python, JavaScript, TypeScript
- Version control: GitHub
- Testing tools: Playwright, Postman, LambdaTest, Selenium
- Database management: MySQL
- Collaboration tools: Zendesk, Slack
- Operating systems: Windows, Linux
- Networking concepts: VPNs, proxies, routing security
- System administration: Remote connections, virtual machines
- Technical support and troubleshooting
- Quality assurance automation
Certification
- Google IT Support Professional Certificate 2025
- AWS Academy Graduate - AWS Academy Cloud Developing 2024
Timeline
Technical Support Specialist
Momentum Technology
05.2024 - Current
Customer Service Representative
Momentum Technology
05.2023 - 05.2024
Associate of Science - Computer Science
South College
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