Project Customer Service

SHAVETA

Ph. 571-***-****

Email: *****@*************.*** or ***********@*****.***

Talented and Self-Motivated Quality Assurance Tester with 5+ years of

experience in Retail, Financial, and Healthcare industries

Summary

A result-oriented professional with strong industry experience in Quality

Assurance, major strengths include excellent communication, organization,

and people motivating skills, outstanding organizational development and

strategic planning capabilities; and proven track record in delivering

results for multiple concurrent projects on time, interpersonal skills and

an ability to effectively interact with technology as well as business

counterparts.

> Over 5 years of experience as QA Analyst and testing of web based and

client server applications.

> Experienced in all phases of the Software Development Life Cycle (SDLC)

including analysis, design, development, testing and implementation of

software applications.

> Excellent understanding of Software Test Life Cycle (STLC) and Test

Methodologies from project definition to post-deployment documentation.

> In depth knowledge of Testing methodologies, Concepts, Phases, and Types

of testing, developing Test Plans, Test Scenarios, Test Cases, Test

Procedures, Test Reports and documenting test results accordingly after

analyzing Business Requirements Documents (BRD), Functional Requirement

Specifications (FRS).

> In-depth knowledge of Database, experienced in back-end testing by

writing complex SQL Queries.

> Expertise in Transact-SQL (DDL, DML), Views, Efficient Normalization,

Stored Procedures, Triggers, Cursors.

> Knowledge in developing Stored Procedures, Views, Triggers, XML and

Complex Queries on SQL Server 7.0/2000/2005, Oracle, Teradata

> Experienced in Functional testing, Performance testing, Load testing,

Integration testing, Regression testing, GUI Testing and UAT (User

Acceptance Testing).

> Knowledge of Business Intelligence (BI) Tools, Data Warehouse

Applications, OLAP Analysis, and reporting Tools like Business Objects,

and Micro strategy.

> Understanding of Data Models, Data Schema, ETL and created extensive

store procedures, SQL queries to perform back-end data

warehousing testing.

> Experienced in Bug Reporting and Defect tracking using tools like Product

Studio, Quality Center and Test Director to log and regress bugs;

analyzing actual against expected results.

> Strong analytical, dynamic trouble-shooting and requirement traceability

skills.

> Experienced in interacting with Clients, Business Analysts, IT leads, UAT

Users and developers.

> Facilitating Joint Application Discussions (JAD), walkthroughs and

brainstorming sessions with development team, QA team, technical Advisory

teams and business users.

> Analyzing bugs, interacting with QA/development teams in fixing errors

and User Acceptance Testing (UAT) methodologies to validate the product

before implementation

> Extensive experience using project management tools like MS-Project for

status reporting, planning and ability to develop and maintain detailed

project plans (work breakdown structures)

> Dynamic and Assertive team player with strong commitment

> Ability to learn new technologies and methodologies quickly.

Technical Skills

Databases: Oracle 8i/9i/10g, MS SQL, SQL Server

2000/2005, Teradata

Development Methodologies: Waterfall, Agile/Scrum, RUP, Use

Cases

ETL tools: Informatica Power

center 8.X/7.X, Data Stage 7.5.1.A

Reporting Tools: Business Objects, Xcelsius,

Microstrategy 9.0

Testing Tools: VSTS, QTP 8.2/ 8.0, Test

Director 8.2/8.0, Quality Centre 9.0/8.2

Data Access Tools: TOAD, Teradata

Programming Languages: C, C++, HTML, JavaScript, SQL, PL/SQL

Business Process Modeling Tools: MS Visio, Rational Rose 6.0

Requirement Tools: Rational Requisite Pro

Project Management Tools: MS Office 2000/2007, MS Visual Studio,

MS Visio, MS Project

Operating Systems: MS DOS, Win 98/2000/XP

Business Skills

> Solid background in Business Analysis, Strategic Planning, Gap analysis

and Cost/benefit analysis.

> Proven leadership, management, and functional skills.

> Strong skills in Analytical Problem Solving, Time Management skills,

Decision-making, Quantitative Skills/Working with Numbers and Team work.

> Excellent Communication, Analytical, Interpersonal, and Presentation

skills.

> Excellent team player with ability to think analytically and troubleshoot

issues.

> Have an extensive work experience in a multiracial and multiethnic work

environment.

Education

M.S. in Information Technology Management (ITM) from TUI University, CA,

USA

MBA in International Business & Human Resource Management from Institute of

Management Studies and Research (IMSAR), MDU, India

Publications

Co-Author, Chapter IX "Human Factors in Security: The Role of Information

Security Professionals within Organizations". Book: "Cyber-Security and

Global Information Assurance: Threat Analysis and Response Solutions",

Pages 184 - 200. Information Science Reference: April 2009, IGI Global

Publication. URL: http://www.igi-

global.com/reference/details.asp?ID=34278&v=contributors

Industries Exposure

Limited Brands, Columbus, OH

Sr. QA Analyst

(Jan 2010 - Present)

Project: International Currency Conversion

Business Intelligence International Currency Conversion is a Data Ware

house Project consisting of Data Model, ETL, and Micro strategy Report

Testing, changes and additions to the Enterprise Data Warehouse (EDW) so as

to allow international expansion of LBI brands. Project's primary purpose

is to enhance the existing Data ware House to convert the amount reported

in International currency to US dollars and also maintain the international

currency for reporting purpose. The scope of work included source to target

data validation, documentation, defect resolution retesting and testing

environment support.

Key Responsibility Areas:

> Wrote and Executed Test Cases and results of Functional Integration

Testing of the International Currency Conversion Project Scope.

> Data Validation to source at each development layer (base tables to SAP

tables, Aggregates to Base tables, views to tables and MSI to views) as

applicable.

> Analyzed the Business requirements with the Business Analyst to find Gaps

if any.

> Designed & Drafted the Test Scenario's and Test Cases.

> Executed and uploaded the Test Cases in Quality Center.

> Prepared Test data for each test case and wrote complex SQL queries for

Testing the ETL Logic.

> Conducted and Participated in Integration Testing, User Acceptance

Testing and Regression Testing.

> Prepared the Regression Test Suite.

> Conducted the Defect Review and Status meeting.

> Prepared the Report to indicate the status of the project to the Project

Manager.

> Documented to support all of the responsibilities above to Internal Audit

requirements.

Environment/Tools: SQL, Teradata, Quality Center, Micro strategy 9.0, Data

stage 7.5.1.A, Manual backend testing, Share Point, Microsoft Office Suite.

Expedia Inc., Bellevue, WA

Sr. Quality Analyst

(May 2009 - Dec 2009)

Project: Electronic Virtual Card (EVC)-FX

The EVC Project was to automate the reconciliation with their clients by

using electronic invoicing card system. The System automated the entire

invoice payment process from receiving the payment package to processing a

check request with Accounts Payable and transferring to General ledger. It

automated complex, inefficient and labor-intensive aspects of payment

processing; including customizable workflow, compliance, document

preparation management, rule based assignment system, and vendor interfaces

with the help of electronic invoicing System and thus enhance better

management & relations with existing clients as well as attract other lower

market segments.

Key Responsibility Areas:

> Conducted walkthroughs with customers, project management, and

development team.

> Created Test Plans for various versions of ERP Reports applications from

different Business Requirements created by the Project Management, and

Business Line Teams.

> Prepared test cases, scripts based upon the business requirements

documentation (BRD), use case documentations, and functional requirements

specification (FRS).

> Created Test Case documents in MS Excel template from the Test Plan, and

the Business Requirements documents.

> Extracted Data from SQL Server using Informatica Power Center ETL, and

DTS Packages to the target database including Oracle and used the data

for Reporting purposes.

> Performed Data Analysis for all incoming feeds to ETL. Worked with

Business Unit Managers for developing Mapping Document after Data

Analysis.

> Created different objects: Stored Procedures, triggers script to populate

data into different tables according to different parameters specified.

> Tested the data load process using the Informatica Power Center ETL tool

> Developed Informatica Mappings/Sessions to populate the Data Warehouse

and Data Mart.

> Error checking and testing of the ETL procedures and programs using

Informatica session log.

> Focused on Data Quality issues/problems that include completeness,

conformity, consistency, accuracy, duplicates, and integrity.

> Used Workflow Manager for Workflow and Session Management, Database

Connection Management and Scheduling of jobs

> Worked on Power Center client tools like Source Analyzer, Warehouse

Designer, Mapping Designer, Mapplet designer and Transformations.

> Utilized TOAD, SQL tools for querying and analysis of Oracle databases.

> Extensively performed backend testing on databases by writing complex SQL

queries.

> Coordinated in developing stored procedures, functions, views and

triggers.

> DW was tested for the row counts and errors after each transaction loads.

> The data validations and manual verifications were done in SQL server

2005 and Oracle 9i.

> Suggested query improvements in some of the Stored Procedures and Views

using SQL Profiler and Query Execution Plan.

> Point of contact for the client data testing, data accuracy and accuracy

of functionality.

> Coordinating with source system owners, day-to-day ETL progress

monitoring and maintenance of daily Informatica batch schedule run on a

nightly basis.

> Defects were identified, provided documentation to the development team

for debugging.

> Performed Regression testing of the fixed issues in the new build until

no new issues are identified.

> Participated in frequently held Defect Meetings which included Project

Management, QA, Development, and Business Line teams and submitted weekly

defect and test status updates during the Defect Management meetings

> Submitted Final Test Report & required documentation for the project

within assigned time frame.

> Involved in getting final signoffs from Test Manager and Business.

> Involved in User Acceptance Testing (UAT) with users and helped users in

UAT testing.

Environment/Tools: Oracle 9i/10g, SQL, SQL Server 2005, Business

Intelligence tool, Informatica Power Center 8.1/7.1, Manual Testing, TOAD,

MS Project, MS Visio, MS Outlook, MS Office Suite

Fair Isaac Corporation, San Diego, CA

DWH Backend Quality Analyst

(Feb 2009 - May 2009)

Project: DCA (Demand Creation Analytics)

The goal of the DCA project was to streamline the services, support and

invoicing with the prime vendors of the company. The company needed to

develop a Web-based lending platform with business process management and

integration capabilities, enabling it to incorporate both best-practice

business rules and third-party technologies into their processes. Modules

cover origination through settlement, plus workflow management tools. Also

involved in building a data warehouse for reporting, using the Enterprise

Data warehousing tools.

Key Responsibility Areas:

> Participated in requirements gathering, project definition, analysis and

scoping activities associated with the SLD project

> Assisted with business and technical requirements, developed requirements

traceability matrices

> Prepared test cases by understanding the business requirements, Data

Mapping documents and technical specifications.

> Collaborated with QA staff on using documentation standards in the

development and review of Test Plan and test cases.

> Prepared Test Strategy document, System Test Plan, Performance Test Plan,

Acceptance Test Plan, Traceability matrix and Test Summary Reports

> Validated the most granular data items against OLTP systems and

identified the source tables from which the data warehouse extracts data.

> Extensively worked with backend activities for testing several reports

developed by BI tools. Written several complex SQL queries.

> Analyzed the requirements and fine tuned the stored procedures to improve

performance.

> Validated the base table (Star schemas - Fact and Dimension) by writing

complicated SQL statements and reports.

> Tested the BO reports and Universes, which includes:

> Test the reports on DB.

> Tested objects in the universe, to ensure the correct mapping of the

objects.

> Test the reports for source to target data

> Tested BO Universes after migration and fixed the errors.

> Tested contexts to ensure the correct results from the query.

> Test the universe objects for the quantity and quality of the data.

> Tested the universe structure to ensure the tables are properly

updated along with the database

> Tested several business reports like Dashboard, Drill Down, Slice and

Dice, Alerter, Filters, Master Detailed Reports and Scorecard formats

with process analytics.

> Manual verification of data in the backend using SQL.

> Involved in functional, load, performance, stress and regression testing

of the application.

> Performed Load and Performance Testing to identify and report performance

bottlenecks.

> Created Load test data in Load testing environment by using Load Runner.

> Stress testing was done using Load Runner to verify and validate the

system and software function properly and without error under different

stress conditions.

> Involved in System Integration Testing & User Acceptance Testing.

> Created Test lab reports and defect reports on a daily basis.

> Worked on implementation and release plan by preparing various

presentations using MS PowerPoint

> Involved in development and testing status report meetings which involved

business, testing and core technology group on weekly basis

> Work with the QA and Project Managers to set and evaluate milestone

criteria to ensure released products are on schedule with high quality.

Environment/Tools: Oracle 9i/10g, SQL, Use Cases, BI tool: Business Objects

XIR2, Data warehousing, Xcelsius, Informatica 7.0, Load Runner, Windows

XP/2003, MS Project, MS Visio, and MS Office Suite

Coors Brewing Co, Golden, CO

Sr. Quality Tester

(Jan 2008 - Nov 2008)

Project: Design and development of SLD (Store Level Data) for different

products

Oracle Warehouse Builder serves as the Company's data integration platform,

consolidating information from various applications. This project involved

the design and development of a Data Warehouse to analyze sales activities

for the organization, which enabled the sales department to gather market

trends and to study the performance of various products. This enabled the

company to utilize the enterprise-wide data store to link information from

diverse sources and make the information accessible for a variety of user

purposes like strategic analysis, trend identification, and forecasting,

competitive analysis and targeted market research.

Key Responsibility Areas:

> Participated in business requirement walk through, design walk through

and analyzed Business requirements and Coordinated with the business

analysts and developers to discuss issues in interpreting the

requirements.

> Analyzed the user requirements, functional specifications and Use Case

documents and created the Test Plans, Test cases for Functional testing.

> Worked closely with ETL team in each phase of project (data requirement

analysis, data field analysis, data mapping and ETL testing)

> Built external mapping to transfer data from SQL Server database to

Oracle Data Warehouse. This includes writing SQL Statements.

> Coordinated in implementing ETL using complex stored procedures on SQL

2005 Server

> Acted as first point of contact for all critical issues related to data

mapping and data sourcing

> Reviewed and tested Informatica ETL code

> Involved in Integration Testing, and Data Testing including boundary

testing.

> Developed procedures to ensure conformity, compliance with standards and

lack of redundancy, translating business rules and functionality

requirements.

> Involved in Performance Tuning of Targets, Sources, Mappings and

Sessions.

> Actively participated in Functional testing, System testing, and Ad-hoc

testing.

> Analyzed bugs, worked with development team and ETL team members in

fixing defects and validating the solutions.

> Maintained the Requirement Traceability Matrices (RTM) to track the

coverage of Requirements v/s designed test cases.

> Interacting & working with the development and product management team to

find out the end user actions and scenarios.

> Attended project meetings, release meetings, and QA status meetings.

> Involved in providing the Testing effort estimates and provided the

timely feedback on progress of the testing activity.

> Updated QA Manager and Lead weekly with the testing status, which

included Test Task Plan, Defect Management, and Test Metrics.

> Successfully Coordinated User Acceptance Testing (UAT) on each release of

the project with the help of end user requirements.

> Involved in doing Business analysis and Requirements gathering for new

Informatica maps.

> Coordinate all aspects of the solution delivery including design,

development, testing, and deployment.

Environment/Tools: Oracle 9i, MS SQL Server 2005, Informatica Power Center

8.1/7.1, Data Warehousing, Manual Testing, Rational Rose, MS Office Suite.

Hitachi Consulting, Denver, CO

Business/ Quality Analyst (March

2007 - Dec 2007)

Project # 1 Development and Deployment of ONEOK Data Warehouse system

The Project involved the development of Data Warehouse System for ONEOK (A

diversified energy company and sole general partner of ONEOK Partners)

which leveraged the value in existing data, applications and business

processes to deliver new capabilities with lower costs and risk. Hitachi

Consulting's product initiative was along the lines of the development and

deployment of the data warehouse and enabled the organization to make

effective timely decisions based on available information.

Key Responsibility Areas:

Performed the role of a Business Analyst as well as Quality Assurance

Analyst

As a Business Analyst:

> Assisted with business and technical requirements, developed requirements

traceability matrices

> Facilitated and refined critical processes related to project management

as well as the software development life cycle (SDLC).

> Involved in requirement gathering, analyzing and creating business model

> Led Joint Application Design (JAD) Sessions during requirement

analysis phase

> Assist in development functional design specifications and develop

technical design specifications

> Analyzed and documented Business Requirements Documents (BRD), Functional

Requirement Documents (FRD) and proposed changes as per various internal

and external requirements gathered for process development

> Worked on Vision Document, Project Charter and Maintained the project

library, project schedule and milestones

> Created Project plans like Implementation plan, test Plan, Master project

Plan using MS Project

> Project Tracking and Issue Tracking using MS Project.

> Performed Gap Analysis pertaining to business rules and helping reduce

the number of redundant and unnecessary data loads

> Created use cases and use case diagrams and scenarios, modeled business

process, activity diagrams, communication diagrams, behavioral and

sequence diagrams

> Presented "to be state" of the new system to stakeholders using MS

PowerPoint

> Acted as the liaison and advocate for the end users of the data

warehouse. Worked closely with the users to understand the current state

of information availability in the enterprise and then identified future

needs based on their analysis of business requirements, current state

environments, gap analysis, and future state warehousing implementation.

As Quality Assurance Analyst:

> Involved in QA Analysis, Design, and Testing of the application.

> Created Test strategy and Test Plans, reviewed requirements to ensure

they were clear and testable

> Executed Test Scripts and Test Cases using manual testing procedures.

> Designed test design documents and QA project development design

documents.

> Followed up the timelines with the test Plan document and development

design documents.

> Coordinated test activities with all testing resources

> Performed Regression testing on corporate and personal documents and

fixed the errors.

> Tracked defects through Mercury quality Centre.

> Testing to make sure that log data is moved from source database to

destination database by writing SQL queries using SQL Server 2005.

> Worked on improving stored procedure and trigger performance.

> Conducted Black Box (Functionality Testing), User Acceptance, and

Regression testing.

> Tested reports using Web Intelligence and Desktop Intelligence tools from

Business Objects

> Created Traceability Matrix to ensure that all the requirements are

covered by the test cases

> Conducted status report meetings with internal team on a weekly basis and

Documented and tracked status meeting minutes and activities

> Provided clear concise feedback to Development team on recurring errors

both on an individual and team basis with aim of long-term reduction of

defects found in final releases.

Environment/Tools: MS Project, SQL Server 2005, Data warehousing, Business

Intelligence tool: Business Objects, Xcelsius, QTP 8.6, Mercury Quality

Center, Manual Testing, MS Office, MS Visio, MS Excel

Project # 2 Analysis of Strategic Options

The task consisted of evaluating Stevens Hospital (A community hospital

located in Edmonds, Wash. with a professional staff of more than 1,200

caring professionals, and 156 beds) and the environment in which it

operates so as to develop a strategic plan which would help to secure its

future and be competitive in a highly regulated healthcare sector.

Key Responsibility Areas:

> Developed a Project Charter with inputs from the employees of Steven's

hospital and obtained their consensus on it

> Conducted Interviews on an individual and group basis to determine the

current state of the organization and identified important business

processes

> Assisted the project manager in implementing the project plan

> Assessed the existing Information Systems used and developed Process Maps

of business critical processes to aid in the development of various

strategic options

> Conducted Gap Analysis to identify the gaps between existing and required

skills of the employees at the hospital and also identified the

shortcomings of the existing Information Systems infrastructure

> Developed Functional Maps to determine gaps in the inter departmental

communication

> Conducted a Social Network Analysis to determine formal and informal

communication patterns between the personnel in various departments

> Identified Strategic Options, evaluated, prioritized and developed a plan

to implement them

Environment/Tools: Process Maps (Microsoft Visio), Functional Maps

(Microsoft Visio), Social Network Analysis (Microsoft Visio), and Gap

Analysis

C-DAC, Mohali, India

Quality Tester (Oct 2005 -

June 2006)

Project: Customer Relationship Management System

The project was involved in creating a Customer Relationship Management

System. This is an Intranet based software system used by brokerage teams

to mange customer accounts. It helps the user to maintain information on

trading inquires and also contains a feedback system to log user concerns.

It provides support to "front office" business processes, including sales,

marketing and service. Each interaction with a customer is generally added

to a customer's contact history, and staff can retrieve information on

customers from the database as necessary.

Key Responsibility Areas:

> Manually tested the application for a few modules for the functionality

of the application

> Provided facilitation among cross-functional departments translating new

business and market needs to functional requirements

> Created test cases to validate the functionality.

> Extensive manual testing to ensure that the system meets the requirements

> Involved in User Interface, Functionality, Load, Performance and Security

testing, Beta Testing.

> Involved in regression testing of the application.

> Developed and executed the test scripts and test cases.

> Involved in tracking defects and creating test summary report.

> Identified and reviewed the design outputs against the Design input

requirements.

> Assisted QA team in planning and performing User acceptance testing (UAT)

for the all the modules involved in the project and ensured they are in

line with both business and functional requirements

> Participated in meetings to update the status of testing to the

management

Environment/Tools: MS Office, MS Visio, VSTS, HTML, Java, Rational Rose, MS

Project, MS SQL Server 2000/2005, UML, MS Access

HDFC Bank, Gurgaon, India

Coordinator Database Application Support (Feb

2004 - Sep 2005)

Project 1 # IT infrastructure Project

The project involved working with bank's vendors & bank's application

owners and manage IT- infrastructure to ensure uptime of production system

as per business requirement, maintenance of existing IT infrastructure and

providing inputs for future requirement (Capacity management).

Key Responsibility Areas:

> Involved in the project initiation, working closely with the project

manager in identifying the business opportunity, Cost Benefit Analysis

and Critical Success Factors

> Worked with the technical team in conducting the technical feasibility of

the system

> Interacted with clients, project team, stakeholders and business users to

gather requirements

> To understand requirements of Application owners, prepare IT Infra setup

requirements related to Hardware, Software, and Network etc.

> Prepare total cost of ownership for the requirement, coordinate for

procurement, delivery and installation and post installation maintenance.

> Managing Application with an Objective to provide maximum Production

Uptime.

> Ensure uptime of production system as per business requirement,

maintenance of existing IT infrastructure and providing inputs for future

requirement (Capacity management), using the process & policies such as

SOX, ISO / CMMI or ITIL and Project Management.

> Created UML diagram such as use case, sequence and activity diagram using

Rational rose to represent business workflow

> Provide technical support and solutions on Oracle for trouble free and

better performance.

> Provide support and ensure quality with respect to testing.

> Vendor Management (Application/RDBMS)

Project 2 # Setting up Customer Contact System over E-mail

This was used as an alternative channel to the regular customer call

center. Customers can address their queries or complaints over e-mail. Each

mail written will have a unique id that enables it to be tracked for

subsequent inquiries. The mails written to the customer care will be queued

and will be answered by the customer service officers. The new system

reduced the number of calls made to customer service representatives thus

cutting down operational costs.

Key Responsibility Areas:

> Gathered and documented business requirements, detailed functional design

specifications and system documentation

> Worked with focus groups to seek the functionalities of the system

> Created the Business Requirements Documents and Technical specification

Documents

> Used MS Visio to make use case models, activity diagrams, class diagrams,

depicting whole business workflows in these diagrams.

> Did root cause analysis (RCA) and suggested solution for data base issues

and batch performance related issues using MS Visio

> Made "As Is" and "To Be" systems for the functionalities

> Extensively performed manual testing to ensure the quality of the

application.

> Documented business processes in terms of customer service and feedback.

> Assisted in designing test plans, test cases and user acceptance testing.

> Coordinated with team members on technical and environment related

issues.

> Actively participated in resolving user issues, bugs and other production

problems after implementation.

Environment/Tools: UML, MS Visio, MS Office, Visual Basic, Oracle, SQL,

HTML

Academic Projects

Implication of Labor Legislation

> Analyzed the effects and implications of 5 Acts included Factory's Act

1948, Minimum Wages Act, Payment of Wages Act, Compensation Act, Indian

Disputes Act.

> Database was designed in MS Access and connectivity to the front-end was

using ADO.

On-line Car Rental System

> Designed an online Car Rental System using Object Oriented Design and

Analysis techniques.

> Designed Use- Case diagrams, State diagrams, Class diagrams.

> Database was designed in MS Access and connectivity to the front-end

was done using ADO.

> Environment Used: Rational Rose and Smart Draw as case tools, C, MS

Access.

Text Editor Application

> Developed a text editor in Visual Basic with UI very similar to

Windows Notepad.

> The functionality included opening and closing files from the hard disk,

saving files, finding/replacing words, changing font size, font color and

background color etc.

> Environment Used: C++, Windows 2000.

Additional Qualifications & Professional Development

CATS (2 year Computer Course) from NIIT Technology, India

Related Coursework

Oracle 8i SQL and PL/SQL, Oracle 8i Database Administration, Decision

Support Systems (DSS) and Management Information Systems (MIS), Database

Management Systems (DBMS), E-Commerce, Financial Management, Computer

Applications in Management, Project Management

References: Provided Upon Request

Contact this candidate