Quality Assurance & Technical Support

Robert Ledesma

Senior QA / Manual Test Engineer - 15+ years across IT support and software quality

I find what breaks before customers do. Over fifteen years spent moving between technical support and quality engineering have taught me to read systems the way a debugger reads stack traces - methodically, and without assuming the obvious answer is the right one.

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About

Equal parts support and scrutiny

My career splits cleanly into two halves that turned out to reinforce each other: roughly seven years in IT, technical, and software support, followed by about thirteen in quality assurance - most recently as a Senior Manual Test Engineer supporting Google through EPAM. Support taught me to triage fast and explain clearly; QA taught me to slow down and question everything before it ships.

I've reverse-engineered undocumented stored procedures with no source developer left to ask, rebuilt a failing support team's customer satisfaction from the ground up, and run regression coverage tight enough that non-QA staff could execute it without me in the room. I care less about owning the credit and more about the defect that didn't make it to production.

Outside of formal roles, I keep building - recently a headless IoT monitor on a Raspberry Pi and a browser-based automation tool, both designed and owned end-to-end, using AI tooling to move faster without losing the thread of how or why something works.

Experience

Where I've put this to work

Senior Manual Test Engineer · Google (contract via EPAM)

2021 – 2024

Led QA processes that held production bugs under 0.07% for a $4.3T company, building detailed test plans and cutting bugs 60% through tight developer collaboration.
Built clean, requirement-driven regression coverage precise enough that non-QA resources could execute it during transitions, with no loss of accuracy.
Managed a two-person QA team - delegating test creation and execution per cycle while mentoring junior engineers on planning, development, and test design.
Combined Selenium IDE/WebDriver automation with full manual coverage every sprint, averaging 25%+ automated coverage on top of 100% manual.

Quality Engineer · NCR

2009 – 2020

Sustained a 99.92% bug-free production rate across four product lines (~$2.3M) using SQL, Postman, SoapUI, and front/back-end testing across web, Android, and iOS.
Reverse-engineered an undocumented stored procedure after a client-specific report deployed company-wide by mistake - diagnosed the root workflow, authored a fix, and cut related support tickets 90% in a week, to zero within a month.
Partnered with product and engineering across Agile and Waterfall cycles, reducing overall testing time 18% and increasing Online Ordering uptime 40% by isolating a legacy-version failure pattern.

Lead Support Tech → Senior Help Desk · NCR

2005 – 2009

Built and led a new 3-person support team that lifted customer satisfaction and retention 23% in three months, while resolving 90% of previously escalated tickets.
Maintained 100% SLA on response time with 80% first-contact resolution, while also serving as a Level 3 escalation point across global, multi-timezone rollouts.
Created onboarding materials that cut new-technician ramp time 92%, while mentoring a rotating group of technicians across three supported products.

Skills

Toolkit

Quality & Testing

Manual Testing Test Plan Design Regression Coverage Test Automation UI Automation Performance Testing Risk Assessment

Tools & Platforms

Selenium Postman SoapUI Jira SQL Android / iOS

Support & Operations

Tier 1–3 Escalation Incident Triage SLA Management Documentation Team Leadership

Process & Methodology

Agile Waterfall CI/CD Cross-functional Leadership Regulatory Compliance