Customer Service Quality Assurance

LIJO THOMAS

**** *** ****** ****, ***# I-***

Greensboro, NC – 27410

Email Id: ***********@*****.*** Phone # 605-***-****

PROFESSIONAL SUMMARY:

• Research experience for more than 2 years in the field of Information security.

• Professional System Analyst with 2+ years of IT experience as a developer.

• Professional Technical Engineer with 1+ years of networking experience.

• In-depth knowledge of Software Development Life Cycle (SDLC), having thorough

understanding of various phases such as Requirements, Analysis/Design, Development and

Testing.

• Hands-on experience in identifying and mitigating various security vulnerabilities related to

web application.

• Experienced in conducting penetration testing and vulnerability assessment of a web

application.

• Sound technical knowledge of various penetration testing and vulnerability scanner tools.

• Experienced in black-box and white-box security testing for web infrastructure.

• Performed security assessment of a web application using mutating testing, Threat tree

analysis and Petri-nets.

• Expert knowledge in creating Test Plans, Test Cases, Test Scenarios and Test Strategies to

ensure Quality Assurance and to test all the business requirements.

• Expert knowledge in creating Test Plans, Test Cases, Test Scenarios and Test Strategies to

ensure Quality Assurance and to test all the business requirements.

• Technically skilled in performing various types of testing – unit, integration and acceptance.

• Sound knowledge of healthcare and financial service industries such as Banking and

Insurance.

• Proficient in handling customer/client queries with good problem solving skills.

• Regularly interacted with the development team and the higher management to meet the

requirements.

• Highly motivated team player with excellent communication, presentation and interpersonal

skills, always willing to work in challenging and cross-platform environment.

EDUCATION:

Dakota State University – Madison, SD August 2009 – May 2011

Master of Science in Information Assurance

Specialization: Banking and Financial security

GPA: 3.9/4.0

TECHNICAL SKILLS:

Programming Languages C, C++, Java 1.5.0, .NET, VS COBOL II, VB, JCL

Operating Systems Windows 7/Vista/XP, Windows Server 2003/2008, Linux/Unix

Web Technologies HTML 4.0, PHP 5.0, JavaScript 1.6,

Databases SQL Server 2008, Oracle 10g, MS Access, VSAM

Vulnerability Scanners Acunetix WVS 6.5, Burp Suite 1.1, Paros Proxy 3.2, Nessus 4.0,

Wireshark 1.2, TCPDump, Nikto 2.1

P.M Tools MS project 2010, Microsoft Office 2010, FROG, SCAM, COMP,

LINKIT, SOCK (IBM proprietary), Visio

Debugging Tools IBM Debug, Xpediter, Endeavor

Networking Devices Routers, Gateways, Switches, Proxies

Security Information and ArcSight 3.0, Log Logic 5.0, Splunk 4.0

Event Management

PROFESSIONAL EXPERIENCES:

National Center for the Protection of the Financial Infrastructure,

Dakota State University, Madison, SD September 2009 – June 2011

Graduate Research Assistant

Magento is a fully-fledged open source ecommerce web application designed with a modular

architecture and unprecedented flexibility. It has been widely deployed with half million

downloads, translation into more than 60 languages and 30,000 community members. Magento

has been used to strength the approach of mutation analysis and identify security vulnerabilities

that might exist in general with a web application.

Environment/Hardware/Software:

Windows 7, UNIX, MySQL, Apache Server, PHP, JavaScript, Selenium test, Acunetix, Burp

Suite, Paros Proxy, Nessus, Threat trees, Use case diagram.

Responsibilities:

• Created use case, misuse case scenarios/diagrams and document work flows to highlight the

business process and functional process.

• Analyzed the architecture and functions of the application and its flow of data.

• Created Attack trees and Attack nets to highlight attack scenarios.

• Conducted source code review to ensure compliance to the security practices.

• Scanned the application to identify security vulnerability using various vulnerability scanners

• Created mutated versions of the application code based on OWASP web vulnerabilities and

STRIDE classification.

• Performed penetration testing of the application and rated the possible occurrence of risks.

• Performed security testing using mutation analysis, regression testing, black-box and white-

box testing.

• Created test sequences, test plans and automated the test codes for the threat trees using

Selenium tool.

• Monitored the security events and logs using Security Information Management tools such as

ArcSight, splunk.

IBM India Private Ltd. – Bangalore, India May 2007 – July 2009

System Engineer

National Accounting Service Company was designed to process claims as a single claim

processing system. Claim is the most important data in the system which is a demand from the

insured for getting the benefits. The claims had to process through pre-NASCO processing which

occurred at the local plan and then loaded for NASCO processing which occurred in the NASCO

Processing System (NPS). Claims were further processed through many subsystems to reach its

finalized state.

Environment/Hardware/Software:

COBOL, CICS, DB2, VSAM, JCL, IBM Debug, Xpediter, FROG, SCAM, COMP, LINKIT,

SOCK, Microsoft Office (Word, PowerPoint), Middleware

Responsibilities:

• Interacted with the clients to analyze and gather business requirements through meetings and

video conferencing.

• Documented high level Business requirements into Functional and Technical Design

Documents.

• Responsible for feasible studies of client specific requirements and recommend design

solutions.

• Close co-ordination with the System Area Experts during development and work allocations.

• Designed codes for new and existing modules according to customer requirements.

• Performed various types of testing – unit and regression testing.

• Responsible for deliverables such as design documents, unit test plan and unit test results.

• Handle change management and change request services.

• Co-ordinate with cross-functional groups to ensure that individual segments are able to

perform a desired function.

• Execute integration testing and monitor on the performance through system testing.

• Managing quality checklist, data management and internal audits.

Hewlett Packard – Bangalore, India December 2005 – April 2007

Technical Support Engineer

Hewlett Packard being well known for several of its products had supported its customers for HP

portable through a well oriented and technically strong team. Service Level Agreement and

quality was the two area concentrated while solving the technical issues of the product. This

team extended its support for networking and other products of HP as well such as desktop,

servers etc.

Environment/Hardware/Software:

Microsoft Server, Microsoft Outlook, Customer relation management tools, Portables, Servers,

Routers, Gateways, Clear quest, Microsoft Office, Case logging and analysis tools, Microsoft

Access.

Responsibilities:

• Gathered customer related issues through phone, email or facilitated sessions

• Translate customer queries into functional, technical or management issues.

• Followed a structured approach to organize customer queries or requirements into essential

groups of business process, business rules and needs.

• Reproduced customer technical issues on virtual systems and recommended mitigation

solutions.

• Participated in Query Walkthroughs, Defect Review Meetings and Status Meetings.

• Configuring networks of LAN/WAN topology for the customer.

• Troubleshot technical issues related to networks, wireless connectivity, laptops, portables,

motherboard, hard drive, Optical drives etc.

• Assisted team leads/technical writers for writing and review technical documents, training

materials and workflows.

• Worked closed with the Quality Matrix team to document the number of Customer Service

Request, Change Request and Service Level Agreements.

• Conducted interview/group discussions with Subject Matter Experts for detailed domain

knowledge.

• Performed follow ups on the Customer Service Request, its closure, solution factors and the

possibility of its occurrence.

SYMPOSIA/WORKSHOPS:

• Mutation Analysis of Magento for Evaluating Threat Model-Based Security Testing, Proc. of

the 23rd IEEE International Workshop on Software Test Automation (STA’11).

• Phishing Detection using Weak Estimators, IEEE Symposium Series on Computational

Intelligence (PASSAT 2010). An Extension of Anomaly Detection in Dynamic social

Systems Using Weak Estimators (Dr. B. John Oommen, Dr. Justin Zhan, Johanna

Crisostomo).

CERTIFICATIONS AND TRAININGS:

• Microsoft Certified Professional (MCP certified) October 2005

• CISCO Certified Network Associate (CCNA expired) November 2005

• CISCO Certified Network Professional (CCNP trained) December 2005

• Mainframe Certified Professional (certified) November 2006

ACHIEVEMENTS AND INVOLVEMENTS:

• CICS/Project Management Tools Training – IBM June 2008

• Attended personality development training – Hewlett Packard October 2006

• Trained fresher on Mainframe platform – IBM

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