Customer Service Quality Assurance

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NOSHEEN H. MALIK

**** **** ****** **., #**** ************@*****.***

Alexandria, VA 22302 407-***-****

EDUCATION

* ****** ********** ** ********** SCIENCES (LUMS) Lahore, Pakistan

Master of Computer Science (Graduated with Honors)

12/2009

. GPA: 3.7

. Concentration: Software Engineering, Artificial Intelligence

. Clubs: IEEE LUMS Student Chapter

2

3 LAHORE UNIVERSITY OF MANAGEMENT SCIENCES Lahore, Pakistan

Bachelor of Science 12/2005

. GPA: 3.47

. Major: Computer Science, Minor: Mathematics

EXPERIENCE

4 SOFTWARE ENGINEERING RESEARCH LAB (SERL) at LUMS

Lahore, Pakistan

Research Associate 12/08-06/09

. Research: Conducted a survey of potential quality assessment methods

for Database Design diagrams.

. Analysis: Presented a classification and summary of different

techniques proposed by researchers to date.

5 LAHORE UNIVERSITY OF MANAGEMENT SCIENCES

Lahore, Pakistan

Teaching Assistant

12/07-06/09

. Leadership: Guided undergraduate student teams working on Software

Engineering final year projects.

. Project Management: Planned a 1-year schedule of deliverables for

students. Trained students to implement all SDLC phases starting

from requirement gathering up to test plan writing.

6 ARGOLE SYSTEMS (FORMERLY KNOWN AS CATALISSE) Lahore, Pakistan

Software Engineer 08/05-04/07

. Requirements Gathering: Collaborated with the Billing team of a

professional medical billing client to gather requirements for the

electronic billing module of an Oncology-based web application.

. Requirements Analysis: Generated system requirement specs based on

client requirements after analysis and discussion with team

members.

. UI Development: Designed and developed the UI of Billing and

various other system modules.

. Leadership: Lead the UI team for different projects. Divided and

assigned project tasks to team members, managed the bug tracking

database and worked closely with the project managers for feedback

and change management.

. Analytical Skills: Used the .NET performance profiler tool as an

added step to ensure efficiency, analyzed which parts of the code

took up most of the program time and memory.

7 STANDARD CHARTERED BANK Lahore, Pakistan

Summer Intern, Customer Relationship Management, Consumer

Banking 06/02-07/02

. Customer Service: Developed strong customer relationships by

responding to customer queries and requests.

. Technical Skills: Migrated client data from a paper based system to

an electronic database resulting in 24/7 data availability to bank

personnel.

PROJECTS

8 Survey of the applications of CBR in Software Engineering

Lahore, Pakistan

Software Engineering Research Lab, LUMS Spring 2008

. Research and Analysis: Provided a classification and summary of Case

Based Reasoning applications in Software Engineering. The research

was compiled in IEEE format and was accepted at ICSEA 2008.

9 Quick and Easy Usability Testing of Web applications

Lahore, Pakistan

Software Quality Assurance Course Project, LUMS Autumn

2007

. Research: After conducting a survey of usability testing methods

for web applications, Nielsen's method was selected and executed on

a real-life website created by Kraysis software Inc.

TECHNOLOGIES AND TOOLS

o Java, C++, C#, .NET and Eclipse frameworks

o Learning to code in Python

o Source Code Quality Assessment tools: dJunit, JUnit, Coverlipse.

o WEKA and RapidMiner Data Mining tools.

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