** + years of experience in Global IT industry for various job profiles like Application / production support including 5+ years in Telecom Domain & 4+ years Banking Domain & 1 + year in Retail Domain.

More than 3 years of experience as a Test Lead - System Analysis, Requirement Analysis & Management, Test Estimation, Test Planning, Defect Tracking & Management, Requirement Traceability Matrix, Reporting & Test Team management in an Onsite-Offshore Model practicing Agile and Waterfall Development models.

Responsible for Client Management & Interaction, Project Delivery, QA Management, Process Implementation, Reporting, Quality Compliance.

Actively involved in Resource Forecasting, Project Planning, Prioritization, Risk Management and Mitigation.

Extensive Experience in Functional, Regression, Database, User Acceptance, Browser Compatibility Testing, creating Test Plans and Strategies, Test Cases.

Actively participated in all the phases of Software Development, Business Analysis, Data Migration Testing, Testing Life cycle and UAT Setup/coordination.

Experienced in Defect Management, Defect Triage with a cross-functional teams, Root Cause Analysis & Escalation of defects; Improvements in Defect Management process.

Understands and worked in ADM (Application Development Maintenance) projects and experience in managing scope of work.

Proven ability to develop and implement initiatives successfully from the Test planning phase through execution and post-implementation.

Strong Test management skills that can be applied in providing support and direction to team members and key business and IT staff leading projects.

Worked closely with all stakeholders of the team to stitch loose ends and lead to success of the program.

Managed projects & resources including Contractors, On-shore and Off-shore Teams to meet deadlines and client demand.

Present periodic Dashboard/Reports on the current program, future opportunities, risks and client issues to management & stakeholders.

Flexible about work content and location and able to work independently

Well versed with:

oPlanning & Management tools - MS Office Suite

oManaging Testing projects across technologies - Java, HTML, XML, Visual Basic, SQL Server, MySQL etc.

oTesting Tools - HP Quality Center, ALM, JIRA.

Versed with:

oRequirement Capturing Tools - HP Quality Center.

oETL, Business object Reporting tool & Tealeaf tool for error management.

Education Qualification:

Bachelor’s degree in Commerce

Career program leading to the title GNIIT from NIIT, Pune, India. (2 years IT software course)

Certification in MRMS (Microsoft Retail Management System Store operation)

Certification in Introduction to Oracle 9i :SQL

Certification in ITIL V3 foundation.

Trainings Attended:

While working with Tech Mahindra I have attended following trainings as a Test Lead:

Role Based Training - includes Requirements & defect Management, Software Testing, Application / production support.

Mid-Sized Program Management – Planning, Risk Management

Quality Assurance– Causal Analysis, Defect Prevention,

Skill Set:

Technical Leadership:

Software Testing, Testing Team Management, Metrics & Reporting, Tracing/Mapping Test Cases vis-a-vis Requirement.

Process Leadership:

Team Co-ordination and Management, Requirement Analysis, Defect Management, Release Planning & Management

Domain Skills:

Problem management & application testing in below mentioned sections for Telecom .

Billing & payment, Profile, Log in, MyPlans & services.

Retail Management system : certification in MRMS (store operations)

Banking Domain: Production support.

Project/Program Management:

Scheduling, Estimation, Tracking, Escalation, Risk and Timeline Management, Team Management, Metrics & Reporting.

Tools:

Unified Modeling Language (UML), MS Office Suite.

Software Testing:

Manual (QC, ALM), Functional, UAT, Regression, Database, Browser Compatibility

Defect Management:

HP - Quality Center, ALM, JIRA

Software Dev. Methodologies:

Agile, Waterfall and V-Modal

Soft Skills & Behavioral Traits:

Interpersonal Skills, Team spirit, Motivation & Time management, Team Building & Leadership.

Work Experience:

Organization: Tech Mahindra Location: Orlando, (From Feb 2013)

Client: AT&T Date: 03/24/2010 – Till Date

Title: Functional associate & Lead /Onsite Coordinator

Project: Problem management & RCA

I am working on this project on following applications:

1.DSS (Device self-service) : This is a mobile application which supports on all devices like android, ios & windows. By using this app users can view & pay their bills, then can change their profile setting, various types of plans and also they can check their Talk / Text / Data usages.

2.OPSS (Online post sale services) : This application & its sub modules are useful for users can do various activities like checking Order status, activation for new SIMs, transfer of billing responsibilities Etc…

3.myATT Full Web : This is a web application which supports on all browsers. By using this app users can view & pay their bills, then can change their profile setting, various types of plans and also they can check their Talk / Text / Data usages.

My Responsibilities:

Managing Production Process of all the applications of the projects in Agile model with team size of 10+ Team Members in an onshore-offshore model

Reporting to Production Sr. Contractor lead from AT&T client.

Major Roles & Responsibilities:-

oResponsible for End to End production / business validations starting from Requirement Analysis, Test Planning till Defects Management & Root Cause Analysis within the stipulated time frame & ensuring 100% Business/Customer satisfaction.

oTest Cases Execution of several Projects/Applications simultaneously and work with Project Managers and Developers on Defects Resolution and Closure, Resolution of Queries, getting the System ready for Go Live on completion of testing, UAT setup & stake holder testing on UAT Environment.

oTranslate business requirements/use cases/relevant project artifacts for new applications and enhancements into cohesive, effective and efficient integrated test plans.

oPrepare various QA metrics, Reports and Status to tracks & present data/progress at various platforms including Client’s Management

oAttend status meetings with project PMs and Client’s QA Manager and update them on project QA/testing status, identify and report on any issues/risks from a production/Testing perspective and assist with mitigation strategies.

oExtensive Experience in HP Quality Center (Hands on ALM) including Requirement Capturing & Management, Test Planning, Test Cases Creation & Execution, Defects Logging & Tracking, Dashboard Reporting.

oVigorously participate& contribute in business requirements walkthroughs, analysis & design walkthroughs, inspections, reviews, project meetings and user group meetings for quality assurance.

oProfessionally work with Business Analysts & Developers to create/analyze required project documents and craft quality assurance/testing related deliverables (Test Plans & Strategies, Test Scenarios, Test Cases, Execution metrics) for the various applications.

oCreating and Updating production Plans for various applications.

oActively involved in Database Testing using SQL Server that basically includes writing & executing queries, SP’s.

oLead & Manage production support team (onshore/offshore) in creating and executing test scripts/cases to the test plans and review all testing artifacts prepared by offshore team members for accuracy and completion.

oConduct knowledge Transfer sessions with teams to build their understandings about Requirements and Product behavior, so that they can successfully and accurately complete test planning and execution.

oLead the Defect Triage Meetings, Causal Analysis & Escalation of defects

oFacilitate & Manage test environments, create and manipulate test data and prepare tools prior to test execution to ensure a stable environment for testing and UAT.

oEnsure that all the testing deliverables and activities should complete on time & in effective and efficient manner.

oConduct regular status meetings with team (onshore/offshore) to ensure that the testing activities are performed in a timely manner and with a desired level of quality.

oSet up priorities for the team to ensure timely completion of tasks with best resources.

oWork with business to facilitate UAT and end to end tests and act as point of contact for triaging and reporting on status of defects reported by the business.

oAnalyze & Verify defects logged by QA Team & Business during UAT & Production.

oBridging gaps between business and technical teams by defining meaningful results from the meetings and the processes along with workflows.

oParticipate in Weekly review meetings and GO/NO-GO meetings.

Organization: Oracle Financial Services Software Ltd Location: Pune (India)

Client: Citi Bank (USA) Date: 11/2007 to 03/2010

Title: Application Product Support

Project: CitiFT L1 Production Support

The Scope :

CitiFT L1 Production Support is providing 24X6 supports for the system. The scope of the L1 Production Support revolves around the system behavior. It covers alert monitoring, system health checks at regular interval, escalation of the issues and reporting to senior management.

Alert Monitoring:

CitiFT consists of many software and technologies like GPP, tuxedo, MQ, NDM, CORBA etc. For smooth functioning of the CitiFT, this components/software should work fine, without any issue. L1 Support is keeping an eye on these components, logs and traces for any error.

Bank is using a web portal for monitoring production logs and traces for errors, exceptions and warnings. L1 production Support is continuously monitoring this site for any update. Run book provided by the bank will be used to address any alert and if alert and its resolution steps are not mentioned in run book, it will be escalated to second level (L2) of support ASAP.

Health Checks:

Apart from continuous monitoring, L1 production Support is performing health check of Production system, these are detailed checks which includes

Status of the messages in various GPP queues (Database checks)

Status of the Links (connectivity )to partners

System usage (Disk, CPU and Memory usage)

Tuxedo logs and queues check

MQ log check

NDM trace checks

There are many checks in related GPP and will vary from one office to another, depending upon business requirement. These checks will be performed before EOD and after SOD.

Escalation:

In case of any issue, where L2 Support’s intervention is required, L1 Support will log-on to CitiFT Production Support Hot-line and will update L2 Support accordingly. In case L2 Support is not available it will be escalated to L2 Support numbers provided by bank. L1 Support will ensure that L2 Support person is updated with detailed problem description. If L2 Support wants L1 Support to check something, L1 Support will provide him assistance depending on his pending task list.

Reporting:

L1 Support is providing a report to Project’s senior management for all the alerts and warning handled by L1, how many escalated to L2 Support, Status of the system before EoD and after SoD. The reports will be provided to senior management on daily as well as weekly basis.

Organization: RBS India Development Centre (7N Contract) Location: Gurgoa (India)

Client: RBS (UK) Date: 08/2007 to 11/2007

Title: Application Product Support

Project: Production Support

RBS IDC (The Royal Bank of Scotland Group), Gurgaon RBS is UK’s oldest bank and 5th largest bank in World and RBS IDC is Software development centre for RBS in India. I was on Payroll of Seven N Consultancy, Gurgaon and deputed in RBS IDC. In RBS, I was into Application Production Support and I was providing L3 support for third party applications used by RBS employees in UK .

• Worked on Incidents opened by the end user.

• Finding the root cause of the problem and resolve the problem at the earliest time or Escalate to other team for the resolution as per the problem area.

• Responsible for opening and working on Change management, Incident management, Problem management

• Worked in Problem Management to detect the underlying root causes of an incident and their subsequent resolution and prevention. Focus on Permanent Fix.

• Joined on the call in case of Recovery Management.

• Root cause analysis is under taken, following an incident, to identify the underlying root cause and track the implementation of permanent solutions to ensure incidents do not recur.

• Incidents noted on the Incident Manager’s log are reviewed and outstanding issues are identified and tracked to ensure action is taken.

• Built strong working relationships with Clients, Businesses, Application Developers and other Service Delivery team members to effectively provide end-to-end service delivery.

• Managed this delivery by defining and managing formal Service Level Agreements. Looked for continuous improvements in service levels

• Responsible for the maintenance of the Servers and applications on daily/weekly basis.

• Testing of the application before it goes Live and in Production.

• Installation of the applications, setting up websites.

• Running SQL queries for fetching data and updating the Tables.

• Use Oracle 9i as Database.

• Use Unix/Linux commands as per the requirement and running and maintenance of Shell Scripts.

• Responsible for maintaining scripts and processes to help automate tasks

• Working on Windows environment.

• Owner of the Windows servers for the maintenance of Applications.

• Servers are located in different part of UK and get remote access to servers.

• Interacting with Business end users, Vendors and relevant team and coordinating with them.

• Active Participating in business requirements gathering & documentation.

• Worked on Problem Records and responsible for its closure.

• Initiation & participation in application review meeting.

• Provided Support during UK timings.

• Provided On-Call Support from home after office hours for 24*7 hours Applications.

• Strong working knowledge in Incident Management, Problem Management, Change Management

• Working in Banking/Finance domain.

Organization: BOB Technologies (contractwith Techmahindra) Location: Pune (India)

Client: Tech Mahindra for British Telecom Date: 09/2006 to 08/2007

Title: Technical Associate

Project: ORCA / ICON Production Support

ORCA/ICON is a system to calculate partner commission and to place orders through online application for BT partners. ORCA application also acts as a data source for the other applications developed for MIS reporting, Contact Management and robots for automatic order creation on ORCA. ICON is used to place orders via front end.

As an ORCA / ICON ASG (Application Support Group) (with a team size of 4) is responsible for all of the following –

• Offshore ORCA application support

• Accept faults raised by BIS helpdesk through Clarify BRIDGE.

• Analyzing the fault and present the point of fault to developers for further action.

• Implement data changes and workarounds.

• Suggest the permanent solution based upon the analysis.

Resolve faults as per SLA

• Monitor batch jobs running on server (UNIX).

• Monitoring the system performance and intervening for (UNIX).

• Run Batch jobs on Ad hoc request (UNIX)

• Approve CR for deployments.

• Deployment of Change Requests (CR)

• Changes in batch scripts are to be reported to development team. (UNIX)

• Communication with various dealer groups to ensure smooth operation of the system.

• Implementation of scripts on live server.

• Fallback management.

• was ONCALL support for 12 months.

Organization: Retail Realm Limited (UK) Location: Pune (India) & SA

Client: Microsoft Date: 07/2005 to 06/2006

Title: Technical support Engineer.

Project: Production Support

Worked on Microsoft Retail Management System (MRMS) as a product support & Software testing. I have completed the training on MRMS.

Worked on many new MRMS implementation and customisation in South Africa. I was in the South Africa for 2.5 months. There I handled many database related issues for client.

I have very good experience in Product and customer support.

Also worked in new Product/Module Testing .

Organization: Atyanta Consultant Pvt. Location: Pune (India)

Client: Zensar Technoligies Date: 8/2004 to 07/2005

Title: Technical support Engineer.

Project: ACT CRM Support

Worked As onsite Application support to Zensar technologies Ltd. Pune. Gave the online support to all Zensar’s branches. Done the ACT CRM setup for 50 users from different countries (Remote installation and Database Setup). Also done the Server client connection set-up. Through gotomeeting.com utility gave the training and Product demo to all the employees of Zensar.

Technical & application support to all other local clients in Pune

Organization: Reliance Info stream Ltd. Location: Mumbai (India)

Title: Junior Executive. Date: 01/2004 to 07/2004

Work Description: Worked as a Customer support in Reliance Mobile billing & network department.

Organization: Datanet system Ltd . Location: Pune (India)

Title: Technical & Product Support Engineer Date: 03/2001 to 08/2003

Responsibilities:

* Installation and configuration of Windows NT Server/ Workstation 4.0, MS SQL V7.0.

* Monitoring and optimising the performance of the database.

* Planning and implementing Backup and Recovery of Database by using Veritas Backup Utility.

* Database tuning using different strategies to solve performance related issues.

* Creating users and allocating user security and schema structures.

* Microsoft Exchange Server V5.5 (Service Pack 2)

* Training the clients of the applications developed.

* Dealing with application related problems

* Perform Lab and Field Testing of the Applications.

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