Testing Manager

Bijoy Jacob

**** ** ***** ***** *****, Unit# ****, Miami, FL 33125

e-mail: abhipy@r.postjobfree.com Cell: 469-***-****

Summary

Support Analyst: 2 years

• Ability to analyze, diagnose and troubleshoot technical support requests and provide resolution to

customers experiencing common technical issues.

• Ability to monitor and maintain ticketing system to ensure all new and repetitive issues are

addressed and fixed.

• Excellent knowledge of issue tracking application.

• Ability to establish and maintain effective working relationships with end-users.

• Excellent problem solving skills and ability to learn new technologies.

Software QA: 7 years

• Excellent knowledge of QA methodologies.

• Extensive experience in entire QA Life Cycle, which includes design, development and

implementation of the entire QA process and documentation of test plans, test cases, test

procedures and test scripts.

• Performed Functional, GUI, Regression, End to End, User-acceptance, Back-end, Validation,

Performance, System and Integration testing.

• Knowledge of data driven testing and data manipulation using SQL and PL/SQL.

• Experience in reviewing and understanding of business and testing requirements.

• Exceptional interpersonal and communication skills.

• Ability to effectively lead and work in teams. Flexible and versatile to adapt to a new environment

and ability to work under pressure.

Technical Skills:

Software Documentation

MS Word Process Flow

MS Excel User Interface Specifications

MS Visio Business Requirements

MS Power Point /Outlook Functional Specifications

HEAT Use Cases Scenarios

Bugtracker Test Cases

MS SQL Training Materials

Mercury Test Director

Professional Experience:

Client: American Home Mortgage Servicing Inc. - AHMSI (Dallas, TX) May 2009 – Dec 2010

Domain: Mortgage Servicing

Role: Production Support Analyst

Tools: Java, J2EE, MS SQL, ASP, XML, HEAT

Responsibilities:

• Assist customers with the implementation, usage and training of corporate applications.

• Analyze, diagnose and troubleshoot technical support requests and provide resolution to customers

experiencing common technical issues.

• Determine nature and severity of issues and escalate to application development group as needed.

• Proactively work with development, QA, and IT departments to resolve assigned client issues in a

timely manner.

• Ensure all issues are documented within the issue tracking program.

• Use issue tracking application to track and monitor support tickets including escalated issues and

tickets that required root cause analysis.

• Gather information on support tickets that require root cause analysis and assign it to appropriate

root cause team. Follow up with root cause team as needed.

• Provide client support and technical issue resolution via E-Mail, phone and other electronic medium

• Update and maintain knowledge base with the latest resolution.

• Track support traffic, monitor progress and generate weekly / monthly management reports on

support tickets.

Client: Genea (Yorba Linda, CA) Jun 2008 – Apr 2009

Project: Building Optimization Platform.

Domain: Energy Management System

Role: QA Tester/ Support Analyst

Tools: Windows 2003, ASP, .NET, C#, SQL Server 2005, BugTracker.

Responsibilities:

• Developed Test Plan for the application and prepared Test cases based on the Functional

requirement specification document.

• Used various logins like property Manager, Building Engineer, Tenant Manager and Tenant User to

test all the features of the application.

• Performed Sanity testing, Functional testing & regression testing in End to End environment.

• Performed System compatibility testing with different browsers like IE 6.0/7.0 and Mozilla Firefox.

• Interacted with Business users and Technical team in providing clear solutions to requirements.

• Used BugTracker for bug tracking and reporting.

• Interacted with developers to resolve application defects using BugTracker.

• Responsible for the day-to-day and weekly status report showing the progress of the Testing efforts.

• Provided application support to the end users.

Client: Fiserv (Wausau, WI & Plainsboro, NJ) Oct 2007 - May 2008

Project: Caregain Asset Management Platform

Domain: Health Insurance

Role: QA Tester

Tools: Java, J2EE, MS SQL, ASP, XML, Test Director

Responsibilities:

• Developed Test Plan for the application and Responsible for writing test cases in Test Director.

• Used different Test subscribers and assign with different accounts like HSA or FSA or HRA and

performing different scenarios on different subscribers.

• Subscriber Enrollment (online enrollment process for HSA account) and Manual Enrollment for FSA

and HRA accounts through CAMP.

• Verify the outputs (Welcome Kits, Debit Card Kits) expected from different Business units.

• Setting the goal Amounts, contribution Amounts, HSA Deposits, debit Card Swipes and

Transactions, claim Processing (verifying with different status changes).

• Sign off document and providing the outputs to validate by the plan.

• Extensively used Test Director for test planning, bug tracking and reporting, interacted with

developers to resolve application defects using Test Director.

• Performed Sanity testing, Functional testing & regression testing in End to End environment.

• Designed the test plan with different scenarios for User acceptance testing and Performed testing in

UAT environment.

• Executed various SQL queries to perform the validity of the data.

• Tested compatibility of application on different browsers such as IE5.0/6.0, Netscape and AOL.

Client: Countrywide Bank, Minneapolis Oct 2006 - Sep 2007

Project: SavingsLink account

Domain: Banking

Role: QA Tester

Tools: Java, J2EE, Oracle, QTP, UNIX, XML, MS Project, TestDirector.

Responsibilities:

• Developed Test Plan of the application and Responsible for writing test cases in TestDirector.

• Performed System testing and Regression testing using QTP and the additional scripts are

generated for each version.

• Analyzed the Business and system Requirements of Portfolio, Markets, Investing and Accounts.

• Extensively used TestDirector for test planning, bug tracking and reporting, interacted with

developers to resolve application defects using Test Director.

• Performed User Acceptance Testing.

• Executed various SQL queries to perform the validity of the data.

• Performed automation and manual testing with feature stability, comprehensive verification and

regression, functionality and Performance.

• Tested compatibility of application on different browsers such as IE5.0/6.0, Netscape and AOL.

• Interacting with development and QA Teams to ensure overall quality of the software.

• Involved in Training and Documentation.

LS Software Pvt Ltd- Bangalore, India Jan 2005 - June

2006

Client: Verizon, Irving, Texas

Domain: Telecommunication

Role: QA Tester

Tools: Win runner, TestDirector, Windows NT 4.0/98, Oracle, SQL Server 7.0 & 2000, Java2.0, and

Java Script.

Responsibilities:

• Developed test plans, test cases for Functional and GUI Testing using TestDirector.

• Developed automation test scripts for Functional testing application using Winrunner. Conducted

regression testing and analyze results for new releases using WinRunner.

• Executed manual and automated test cases and verified results with expected results. Designing

test scripts with various test conditions and also worked with QA team for the testing.

• Prepared test cases so that various scenarios are covered. Bug tracking using TestDirector and

working towards resolution. Worked with software development team to find the best solution of

software and GUI problems.

• As a QA Tester carried out both manual and automated testing with Test Director and WinRunner to

verify whether the application is functioning as per the design documentation and functional

requirements.

• Performed database testing by passing SQL Queries to retrieve data.

LS Software Pvt Ltd- Bangalore, India Jan 2003 – Dec

2004

Client: GE Healthcare, Houston, Texas

Domain: Health Care

Role: QA Analyst

Tools: Windows NT, Windows XP, SQL Server 2000,Test Director 5.0, Java, HTML, MS Project, MS

Access, and MS Excel.

Responsibilities

• Developed test plans and test cases for Functional and GUI Testing using TestDirector.

• Used Mercury TestDirector Tool to write test cases, test plans, reported bugs and defects to the

developers using test lab tab and also provided analysis coverage.

• Conducted regression testing and analyzed results for new releases.

• Performed database testing by passing SQL queries to retrieve data.

• Responsible for the day-to-day and weekly status report showing the progress of the testing efforts.

Education:

MBA in Computer Systems. May 1998

AMC Bangalore, India. (Affiliated to Newport University, California).

BA June1996

Nagarjuna University, India.

References:

Upon request.

Contact this candidate