Customer Service Test

Manju Chugh

Phone: 516-***-**** ©

Email: : ab8uof@r.postjobfree.com

Summary

• Having 8+ Years of experience in the field of IT, Specializing in Software QA/QC & Testing on

Client/Server, Web Based, ERP/CRM applications.

• Experienced in the concepts of the SDLC/STLC and their interrelationships with and dependencies

of QA Methodologies. Well versed with all the Testing Concepts, Methodologies/Strategy, Agile

Methodology, Waterfall, Spiral and RUP and Approach as well Automation Testing Framework.

• Strong in defining test methodology, designing test plan, preparing documentation, standardizing

procedures and establishing the test environment.

• QA Deliverables, Expertise in preparation of Test Plan, Use Case Designing, Wire Frames, Test

Scenarios, Test Design, Scripts, cases, Data and Test Results and other Test Artifacts.

• Worked closely with developers and business analysts to create scripts that emulate the actual

business process testing (BPT)

• Experience in Quality Center, Test Director, Quick Test Pro and Load Runner.

• Excellent knowledge of Test scripting languages VB Scripting, TSL and experienced in both

keyword driven and data driven frameworks in QTP.

• Database Testing, Excellent Database Knowledge for Backend testing/Data Validation using Oracle,

DB2, MS SQL Server, and MS Access.

• Strong experience on Data Design/Analysis, Business Analysis, User Requirement Gathering, User

Requirement Analysis, Gap Analysis, Data Preparation, Data Cleaning, Data Transformations, Data

Relationships, Source Systems Analysis and Reporting Analysis.

• Experience in Compatibility Testing working with Multiple Operations Systems.

• Proficient in all cycles of test life cycle from test planning to defect tracking and managing defect

lifecycle.

• Expertise in tracking bugs, documentation, bug reporting using Quality Centre, Test Director,

Bugzilla and JIRA.

• Good Knowledge of writing test plans, designing, developing and maintaining test cases and scripts,

documentations according to the specifications given.

• Skilled in data manipulation, database backend testing using queries and PL/SQL procedures.

Utilized release notes to reflect changes/additions into the scripts as needed. Conducted Regression

and Performance tests to identify the impact caused by the release modifications.

• Reviews requirements and specifications for potential Performance risks/issues and provides input

during requirements and specification walkthroughs.

• MS OS Testing, Extensive experienced in testing the different OS products like MS Windows NT,

Win2K, Win2003, Win XP, Linux and Apple Imac. Defined and prepared Lab test environments.

Technical Skills:

Operating System:

Windows XP/NT/2000/98/95, UNIX, and Linux

Testing Tools:

Quality Center 8.2 / 9.0 /,10.0 Quick Test Pro 6.5/ 8.2 / 9.9 / 9.2 /10.0, Test Director 5.0/ 6.0, Silk

Performer,Load Runner 7.3/7, Bugzilla 2.0, JIRA 4.3.

Languages:

JAVA, C, C++, SQL, and Visual Basic

Database:

SQL Server, MS Access, Oracle 8i, 9i, 10g, 11i

Web Technologies:

HTML, XML, Java Script, Visual Basic Script, and JSP

Database Tools:

Oracle SQL Developer, TOAD, and Golden32

Packages:

Microsoft Office 97/2000, MS Project

Work Experience

First Data Corp. Staten Island, NY Jan 2011 – Till date

Sr. QA Analyst

First Data Corporation is an American payment processing company headquartered in Atlanta, Georgia.

First Data is a provider of electronic commerce and payment solutions. REMITCO is the remittance

processing subsidiary of First Data and one of the largest retail lockbox providers in the United States,

processing over 60 million payments per month. First Data Corp. (NYSE: FDC) is a leading provider of

electronic commerce and payment solutions for businesses and consumers worldwide. Citi Group is

migrating all its retail and wholesale Lockboxes processing to first Data. This project involved Citigroup

Lockboxes Migration to REMITCO.

Responsibilities:

• Participated in initial phases of Software Development Life Cycle system, scope and requirements.

• Contributed to the development of project and assisted in the preparation of test estimates and project

schedules within an Agile environment.

• Created and executed detailed test cases with step-by-step procedure and expected result..

• Responsible for testing the Retails, GTS and Wholesale (CBG) clients both for Vanilla and DDE

lockboxes .

• Tested lockboxes manually in Wausau Financial System (WFS ) for all the jobs CPR, SL2, SLC,

INS, CCA and AFE setup for all Lockboxes.

• Responsible for reporting the issue for WFS application to developers.

• Created the Test Plan, Test scenarios, and Test Cases based on lockboxes specifications

• Prepared the batches of invoices & different type of checks based on Test Script and scanned on

OPEX 3600 series scanner,

• Preformed Backend-Testing using by running different jobs Refomatter,AUTOLCU, LCU, CABS

Billing, CTI Billing, AR (Account Receivable )files and ICL files.

• Tested the clients for FAX setup and DROM manually.

• Coordinating with developers and offshore to reports all the issues and providing the solutions.

• Played a key role in creating the project plan for CRs and IRs.

• Logging the defects and issues in Quality Centre.

Environment: Quality Centre 10.0, FoxPro, Mainframe, Windows NT/2000, SQL, OPEX 3600,

Wausau Financial System 4.0

T-Mobile USA, Inc. Atlanta, GA Dec 2009 - Nov 2010

Quality Assurance Analyst

The Special Account Care (SAC) department is planning to offer Employees the same products and

services over web (myt-mobile.com) as are offered to retail customers because of large employee

subscriber base and are considered revenue-generating customers. This will in turn allow Special

Accounts greater availability to expand their contact avenues including opening their inbound queue to all

employees as well as their other customer base.

Responsibilities:

• Analyze the requirements like Use Cases, Mock-ups, STTM and High Level and Low level Design

documents.

• Reviewed Data Models, Technical specifications, and Data design documents for data changes.

• Developed Test Strategy, Test Plans, and Test cases based on requirements, technical and design

specifications.

• Developed Test data requirements, Data dependencies, and conditions for all test cases.

• Identified Test scenarios for Automation for critical functionality.

• Developed Automation test case using VB script and run the scripts as part of regression testing.

• Identify Functionality to be automated. Quick Test Professional Automation tool extensively used

to develop /record test Scripts, and execute the scripts.

• Developed automation Scripts with using QTP tool for conducting Smoke and Regression testing.

• Modify Test Scripts as per new functionality to perform Regression Testing.

• Globalize all QTP Test Scripts in order to support globalization functionality.

• Reviewed existing QTP Test Scripts, and modified as required for new changes.

• Used the Recovery Scenario in Quick Test Pro.

• Identified Regression Test Cases for each release based on changes and performed Regression

Testing

• Played a Key role in Building framework with Batch File, Data, Environment, Functions, Object

Repository, Results, scripts, Test Cases and Screen shots.

• Testing the data transformation rule and business logics present in fact tables and dimensions tables.

• Used Quality Center for Test Cases development and test execution status tracking.

• Lead Defects scrub meetings, and represent in project meetings provide overall test status.

• Assign and distribute work to team members, get the status and report to Project Managers.

• Defects found tracked and managed in Quality Center and disposition in defect scrub meetings

Environment: Quick Test Pro 10.2, Quality Centre 10.0, PL/SQL, Windows NT/2000, UNIX,

Oracle, Toad, .NET, and HTML

United Bank Vienna, VA Dec 2007 -- Nov 2009

Sr. QA Analyst

The objective of the project was to test the application ensuring the registered customer to have online

access to their accounts. This saves the customer time and they can have access to their accounts at their

convenience. When the customer logs on to the website, they can view the account details, make

transfers, enroll in bill pay, add Payees, and view any messages from Customer Service. The account

holder also has the ability to change his/her profile, address and any personal information. The website

also has a customer service message center where the customer can report any problem they are having

with their accounts

Responsibilities

• Worked closely with Business Analysts and Developers to gather Application Requirements and

Business Processes in order to formulate the test plan.

• Developed and maintained innovative, repeatable QA test plans based on functional requirements, use

cases, user interface designs, system design documents and domain knowledge .

• Recorded scripts in QTP to perform Functionality testing.

• Created text area checkpoints to test the properties of the text in the application using Quick Test

Pro.

• Creating scripts to generate new Keywords for input, output and validation using QTP

• Conducted Load Testing using Load Runner for response time monitoring.

• Performed parameterization to ensure real time load conditions using Load Runner.

• Monitored the scenario run using various online monitors in Load Runner Analysis.

• Analyzed the results using Load Runner Analysis Graphs.

• Wrote Modification Request for the bugs in the AUT and helped developers to track the problem and

resolve technical issues.

• Maintained strong relationships with developers which helped in better execution of test plan.

• Participated in regular meetings with developers for reviews and walkthroughs.

• Used MQC for bug reporting, tracking and documentation on the Bug tracking System.

Environment: Oracle/Windows, IIS, HTML, ASP. Net, VB.Net, QTP 9.0, Load Runner 7.8, Quality

Center 8.2

Credit Acceptance Corporation Southfield, MI Jun 2006 – Oct 2007

QA Tester

Application provided portal for auto dealers that have auto inventory maintenance, loan processing,loan

payments, dealer user maintenance, and reports at dealer owner, manager, and sales person at each

dealership level. This application was integrated with third party vendors for auto pricing (KBB,

BlackBook ), auto history (Carfax) and also with credit bureaus (Equifax, Experian, Transunion) for loan

processing. Credit acceptance maintained the application for all dealers. Web Application was developed

using Oracle 9i application server, J2EE technologies, and Oracle 9iDB and followed iterative

development with two phases.

Responsibilities:

• Engage with the Off-Shore Team and Review Client Requirements Documents from QA Testing

perspective and provide feedback.

• Review Architectural, Technical Designs, and Data Model.

• Estimate the QA Test timelines, Develop QA plan, and incorporate in Project Plan.

• Develop Test Designs, Test Specifications and Functional Test Cases.

• Distribute work load in the team, based on the skill set and help them to understand the application.

• Regression Test Cases updated as per new features.

• Review Test Cases with Developers and Business teams for approval.

• Conducted Functional and Integration Testing against expected functionality.

• Identify Functionality to be automated. Quick Test Pro Automation tool extensively used to record

test Scripts, and execute the scripts.

• Developed SQL Queries for data validation for data creation and data updates.

• Modify Test Scripts as per new functionality to perform Regression Testing.

• Review and Analyze Test Results and submit defects in Test Director

• Globalize all Test Scripts in order to support globalization functionality.

• Educate and Train (US team) on Quick Test Scripts. Maintain the production test Scripts.

• Represented project meetings and provide QA/Test Status Summary with all detailed defect report.

Environment: Oracle 9i AS, Oracle 9iDB, UNIX, Java, HTML, JSP, SQL, Quick Test Pro 9.0, Test

Director.

Sprint Corporation, Overland Park, KS Apr 2003- Jun 2006

QA Tester

Sprint is the largest wireless company in the U.S and providing good customer service is one of it’s

priorities. Sprint has enabled its customers to register on-line and access their information like statement

due date, online payment, minutes used, roaming charge and new features.

Responsibilities:

• Conducted, developed, and implemented detailed test plans and test cases after reviewed

of systems requirements.

• Developed Test Cases and scripts for Functionality, Security and Recovery Testing. Performed

Positive Testing both manually and automatically.

• Performed functionality testing to check the object properties according to windows standard

and to test if the application run as expected using Win Runner.

• Uniquely identify each object in the application using assistive properties and the special ordinal

identifier in Win Runner.

• Wrote complex SQL Queries to perform the Back End Testing of the Oracle database using

SQL and UNIX shell commands.

• In the Test Module of Test Director using Execution Grid checked the test status, reported

defect to the development team.

• In the Execution Flow Tab set test conditions to Finished and Passed as well as set Time

dependency between steps and performed the layout.

• Set tests properties in the regarding failure, the message to be sent, the recipients and the

notification time in Test Set Properties Tab of Test Module of Test Director.

• Performed stress tests by gradually increasing the number of users to define a baseline.

• Generated summary reports and graphs for each test case and the associated steps.

• Generated Progress Reports for documentation purposes. Presented Test Planning Reports

Environment: Win Runner 7.0 Load Runner 6.5/7.3, Test Director 5.0, UNIX, Oracle, Windows

NT, JAVA, HTML,IIS.

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