Customer Service Project

Ramya Sashikiran

CSTE QTP developer Performance tester

* **** ******, ********, *** 4A2

Phone: 905-***-**** Email: ***************@*****.***

Career ProfileOver 7 and half years of professional experience in Quality Assurance and Software testing. Premier Software Quality Assurance skills including CSTE(Certified Software Test Engineer) certification.Experience in Integration testing, GUI testing, Volume testing, Stress testing, functional testing, system testing, End to End Testing and Cross Browser Testing. Strong analytical and QA/ testing skills, capacity for work and diagnostic ability, Gathering different kind of projects requirement. Covered Agile and Waterfall models of SDLC.Proficient in designing, reviewing and documenting system test plans, defining test procedures and creating test cases on the basis of product release features, client’s requirements and related technical documents.Extensive experience in functional, regression and stress/load/performance testing of web-based and client-server applications using Mercury Interactive Test Suite: Win Runner, Load Runner, and Quick Test Professional (QTP), Quality Center for Banking, Mortgage, Insurance, healthcare applications.Experience with Regression testing, Functional testing and Performance/Stress/Load testing, good working knowledge of Unit testing, Integration testing, Security, Black box and Product testing.Hands on experience in Keyword Driven, Data Driven and Hybrid Automation Frameworks.Extensive knowledge on all phases of Software Development Life Cycle (SDLC). Expertise in Relational DBMS like Oracle and SQL ServerProven ability to work efficiently in both independent and team work environments.Excellent communication, interpersonal, intuitive and analytical skills.

Technical & Domain Expertise

Testing Tools

Quick Test Pro 9.2/8.2, Quality Center 9.0/8.2, WinRunner 6.0,LoadRunner8.0/ 7.8, Test Director 7.6,

Languages

TSL, C, C++, FORTRAN, SQL, PL/SQL, XML

Internet Technologies

VBScript, JavaScript, XML, HTML

Database Technologies

Oracle 8i/9i/11i, Sybase 11.x, MS-SQL Server 2000, MS- Access

Platforms

UNIX, MS-DOS, Windows 95/98/2000/NT/XP/Vista/7

Career GraphVST TECHNOLOGIES, from October 2008 to June 2012 as QA Lead/QA AnalystFUTURE WORKS from October 2007 to September 2008 as Programmer.BIRLASOFT, from January 2005 to May 2006 as Software Engineer.EAXES SOFT SYSTEMS PVT. LTD from May 2003-January 2005 as Test engineer

Work Experience

VST TECHNOLOGIES

Client: Nationwide May 11 to June 12

Project: DC Direct Release

DC direct is a group pension record keeping and administration system. DC Direct will provide the business functionality to support conversion of the Maryland, Cook County and Chicago plans. Major functionality includes, but is not limited to excess contribution monitoring, explicit asset fees cap and split, fund reimbursements, link deferral, targeted messaging, self direction option, SBL, loan refinancing and specific IVR and web customizations

Nationwide is trying to gain by leveraging agile principlesRespond to change and leverage learningDeliver the highest business valueIncrease productivity and efficiency and produce better quality solutionsRequirements are managed as items in product backlog called a Master Story ListRequirements are detailed in Story CardsThe team stays on track by holding brief daily meetings called Daily Stand Up

Role: QA Lead

Responsibilities: Experienced in Designing, Writing and executing different Test Plans, Test Cases, Test Scripts, Test Criteria and Scenarios for complex functionalityPerformed manual QA testing (QAT), Functional and Regression testing activities for new releases as an End-to-End testingManaged resource and QA task allocation and team mentoring, Status reporting, Coordinating with developers for Defect analysis in all the Regression testing before each releasesAssisted Team Members under my supervision in the resolution to any issuesPerformed Functional testing of DC Direct Web application Created and executed SQL Queries for Data Base Testing using DB Visualizer Tool.

Environment: Java, Oracle 11, Lotus notes, DB Visualizer, Web focus

VST TECHNOLOGIES

Client: TRANZACT, Fort Lee, NJ. March 08 to February 11

Project #1: DIRECTV OMS.

Tranzact built and continues to maintain order management system for DIRECTV which processes all orders made by DIRECTV customers through retail stores, the Internet and over the phone. This system is deployed throughout the DIRECTV enterprise and supply chain, and processes tens of millions of orders per year. OMS captures information required to support the many processes involved with the OMS at DIRECTV Order Management System Life Cycle events were managed. New orders for new and existing customer were entered in OMS application and Order completion was tracked.

Role: QA Consultant

Responsibilities: Worked closely with Application Architects, Business Analysts, and Project Managers to discuss and collect business requirements.Created Test Plans, Test Scenarios and Test scripts as per the requirement documents as per the requirement documents. Developed testing programs that address areas such as database impacts, software scenarios, regression testing, negative testing, error or bug retests or usabilityExtensively worked on Smart Identification feature of QTP.Prepared script to create test data using QTP.Involved in design of an automated script (Smoke Test) to test the overall application using QTP. Tracked defects in Quality Center.Conducted Test Case review meetings attended cross functional meetings.Executed load runner scripts for 20 users, 40 users, 50 users, 70 users. Counters for performance testing include web, app and SQL.Monitored the run scenario using various monitors to identify functionality and performance issues including: Deadlock conditions, database connectivity problems, system crashes under loadExtensively used Performance Monitors to analyze the System Bottlenecks like Memory Leaks.Conducted load and performance testing using Load Runner by creating rendezvous points to simulate heavy user load, and transaction points to test application response time. Throughputs were monitored while running the various scenarios in the Load Runner.Wrote Load Runner Scripts, enhanced scripts with C functions, Parameterized Users, stored dynamic content in Load Runner functions, used client side secure certificates. Text checks were written Created scenarios for Concurrent (Rendezvous) and Sequential users. Run time settings were configured for HTTP, iterations.Executed the baseline performance tests for each release to verify the performance changes for significant business transactions.Developed various reports and metrics to measure and track testing effort.

Environment: .Net Framework, C#, Oracle, XML,QTP, Quality Center, HTML, ADO DB, Excel, MS Visio and Performance Center, Microsoft Project and Oracle.

Project #2: CREDIT CENTER.

Tranzact Credit Center is a multi-channel credit card cross-sell management application that can support multiple affiliates and clients selling different products to different customer bases. This application uses technology to leverage the affiliates’ existing customer relationship to execute a real-time pre-screen lookup and credit card offer presentation that integrates seamlessly into the media partner or call center sales environment by utilizing the Equifax waterfall model that closely matches the customer profile to a credit card product. Credit card issuers on board are Discover, First premier, Citi.

Role: QA Analyst

Responsibilities: Involved in complete testing life cycle of the project.Involved in design of an automated script (Smoke Test) to test the overall application using QTP. Used most of the Load Runner features, which include Recording, Reporting, and Monitoring. Monitored the run scenario using various monitors to identify functionality and performance issues including: Deadlock conditions, database connectivity problems, system crashes under loadExtensively used Performance Monitors to analyze the System Bottlenecks like Memory Leaks.Conducted load and performance testing using Load Runner by creating rendezvous points to simulate heavy user load, and transaction points to test application response time. Monitored bug resolution efforts and track successes. Used Mercury Quality Center for organizing Test Cases and Defects.Updated the test cases regularly depending on functionality changes. Participated in daily status meetings to report any bugs, issues and risks.Verified the data stored in the database with the help of SQL queries.Developed various reports and metrics to measure and track testing effort.

Environment: Load runner, .Net Framework, C#, HTML, JavaScript, SQL Server.

Project #3: TRANZMOBILE.

Verizon Wireless entrusted Tranzact to design and develop a sales and customer service website. Customers coming to this website have the ability to customize orders by selecting from a range of Verizon calling plans, phone models, accessories and features. Upon completion of the sales process, Tranzact interfaced with Verizon’s system to verify the customer’s addresses, run a credit check and create a new account or extend the contract on an existing account, followed by Transact using its proprietary rights to charge the customer credit cards (if necessary), and ship merchandise to customers. The website contains sale and customer service functionality that would allow a website visitor to select calling plans, phone, accessories and features, input information for creating a new account, shipping and billing, receive emails informing them of the status of the order, check the contents and status of orders and contact Tranzact. http://tranzmobile.com.

Role: QA Analyst

Responsibilities: Performed functional testing by writing test cases manually. Executed Load Tests by creating virtual users to evaluate the activity of several users by determining the response time of the application.Used Load Runner to assess the performance issue of the application.Used most of the Load Runner features, which include Recording, Reporting, and Monitoring.Order ID was generated on each run, Order ID was saved on every run.Designed Load Runner scripts, Prepared Test Data, Executed Load Runner Scenarios, Result analysis and prepared performance reports.Executed scripts for 20 users, 40 users, 50 users, 70 users. Executed Performance Test Scripts using Load Runner, upon execution of each round, result were analyzed using various graphs and reports generated. The following measures were calculated: Average transaction response time, transaction response time under load, throughput, hits per second, page download time, breakdown time, application resources, window Resources, SQL Server, time to first buffer, full detailed report including response time by transaction, average response, total throughput, total hits, average hits per second.Prepared full detailed report which includes response time by page and by transaction and analysis recommendation.

Environment: Load runner, .Net Framework, C#, HTML, JavaScript, SQL Server.

Project #4: DIRECTBUY.

Tranzact integrated with ‘Hinkle Systems’ to facilitate TRANZACT’s ability to receive leads from Hinkle system, get open house dates and times, upload open house details to Hinkle systems, update changes to those systems, and receive updates back from Hinkle Systems. Tranzact had an external marketing company that was involved in marketing Direct Buy services. Tranzact was responsible for providing scripts for the TRG Vendor.

Direct Buy Batch Process

Direct Buy Web Services

Vendor Testing (MIL)

1.Direct Buy Center call in Export

8. Create Lead

17. Remark Script

2. Disposition Load

9. Create Order

18. Confirmation Script

3. Hours File

10. Get Appointments

19. No Show Follow up Script

4. Vendor DNC Suppression Batch Process

11. Update Appointments

20. Call Back Script

5. No Show Calling File

12. Post Open Houses

21. Round 1 Dispo File

6.Booking Lead Export

13. Get Open Houses

7.Calling File Export

14. Post Unworkable/Get unworkable

Role: QA Analyst

Responsibilities: The entire Batch processes, Web Services listed above were tested.All the scripts were tested with external vendor, dispo file, hours files, unworkable files sent by vendor were tested. Held whole responsibility in testing this project.Prepared test cases. Performed UAT testing with Business Users.Created System and UAT Test Plan, System & UAT Summary, Traceability Matrix.

Environment: .Net Framework, C#, SQL Server, XML.

Ecommerce Web applications:

Project Details

Project#1: ADT WEBSITE

Tranzact designed and developed an online lead generation website on behalf of ADT Security Services Inc. This website was designed to market ADT’s Security Systems and allow visitors to either request a call back from a call center agent or call a call center agent, in order to schedule an appointment for an in house security consultation/installation. https://www.zhomesecurity.com.

Project# 2: TERMINIX WEBSITE

Tranzact is marketing termite and pest control services for Service Master (Terminix). In support of our marketing efforts, a lead generation web site was designed to accumulate qualified leads to support marketing efforts. The scope of the project was to create a lead gen website and a process to export qualified leads to call center. The website was located at following URL https://www.terminix-direct.com.

Project# 3 : WALL STREET JOURNAL

An online website where customers can sign up for home delivery of Wall street journal and get access to http://wsj-direct.com

Project# 4 : MUTUAL OF OMAHA PRODUCTS

a. CL120 CANCER PRODUCTS

Mutual of Omaha John Wayne Cancer (JWC) website http://www.cancer-coverage.com, sell both the existing JWC products and MOO’s new CL120 cancer products. The user is taken down one product path or another based on their state, with the ability to complete a full application for the insurance product online. One of the version is marketed to and used by the general public. The other version of the site is a call center tool that we built for use within MOO’s internal call center.

b. MED SUPPLEMENT PROJECT

Testing was done for various states and rules differ for each state. Application #’s, policy plans, Payment options, Open enrollment logic, gender rating, GI plans, Disabled plans, Tobacco rating, HT/WT rating, State Specific requirements, HIPPA form, Replacement form, State specific forms were tested for different states. www. medsupcallcenter.com

Client: Fiserv Lemans Inc, King of Prussia, PA. October 07 –March 08

Project: Loan originating system

VehicleLinQ is a suite of Microsoft Windows browser-based products from used for vehicle loan and lease portfolio management. VehicleLinQ is completely modular: each component can be used independently, or as part of a fully integrated system. Loan Origination is the process that begins when a customer applies for credit and ends when a lending institution grants the loan. Distributed credit application running on mainframe. VehicleLinQ fully integrates with LeMans Lease Master and Loan Master Core accounting products to meet loan origination, collection, customer service, telemarketing, and inventory tracking needs. .

Role: QA Analyst

Responsibilities: Worked closely with Application Architects, Business Analysts, and Project Managers to discuss and collect business requirements.Created test plans by analyzing the Business Requirements and System Requirements of the application.Developed test scripts for Acceptance test, Maintenance test and Regression tests and executed them.Developed automated scripts using QTP to perform functional and regression testing.Created and executed data driven test scripts in QTP.Inserted Check Points to Check for the broken Links, Text, and standard properties of an object using QTP.Created User Defined Functions in QTP.Called external functions in VBScript.Used Conditional and looping features of VBScript heavily.Used Parameterization to fetch data to test the application using QTP.Checked the data flow from the front end to backend and vice versa using SQL queries.Used Visual Source Safe for version control of automated test scripts based on application version.Extensively used SQL queries to first verify the data at a file level and then at a database level.Used File System object, ADO object, DOM (Document Object Model), Recovery Scenarios, VB script functionsRaised defects in defect tracking tool called Devtrack and tracked to its closure.

Environment: QTP 8.2, Devtrack, MS Office, Java, JSP, NUnit, C#, J2EE, ASP.Net, .NET Framework 2.0, Weblogic, XML, Sybase, Toad, UNIX.

Birlasoft Limited

Client: Citibank, Dallas US December 05- May 06

Project #1: Automated Load Processing System.

Citibank is a leading American bank, having a customer base of over 1000 corporate and financial institutions, 20,000 small and medium enterprises, and 2.3 million cardholders. The project starts with customer details. Details are checked by a checker which allocates work to different sections such as meeting the client, getting required information and documents, and cross verifying the document until the customer receives the loan from the loan processing system. Activities, workflow, maintenance, reports, and query database ALPS completely handle online tracking of loan applications from the Sales lead capture module until Loan booking / reject.

Role: QA Analyst

Responsibilities: Reviewed and analyzed Business Requirements and Functional Requirement DocumentsHigh Level Test Plans were written by incorporating User Profiles, Configurations, Environments, Risks, Test Scenarios, Schedules and Analysis and Presentation of Results Developed and revised manual integration tests Conducted peer reviews for high-level test scenarios, test plan and test cases Performed load testing using Load RunnerAnalyzed the results to measure the performance of the application. Worked with various analysis graphs and generated reports for the same purposeFound the system breaking point by executing the script for various user counts until system failure.Extensively used Quality Center for test planning, bug tracking and reportingPerformed backend testing on Oracle, executed various DDL and DML statementsDeveloped various reports and metrics to measure and track testing effort

Environment: QTP, Load Runner, Quality Center, Oracle, PL/SQL, HTML, VBScript, C#, ASP.Net, ADO.Net, VB Script.

Project #2

Client: Bank of Tokyo Mitsubishi. October 05 – December 05

Project: CRS (Credit Rating system).

The Credit Rating system evaluates the overall quality (credit risk) of each creditor, borrower and credit portfolios, and strives to improve credit and portfolio management. This software helps Banking Professionals rate credit levels for different organizations. Ratings can be modified and accessed depending on the positions of bankers, who reserve the right to cancel down the loan, when the customer falls below the rating.

Role: QA Analyst

Responsibilities: Executed Performance Test Scripts using Load Runner with single user, 20% load, 50% load, and 100 % load as detailed above. Upon execution of each round the results were analyzed using various graphs and reports generated. The following Performance calculated: Page response time by load level, page views and page hits by load level, throughput, completed and abandoned session by load level, HTTP and network errors by load level, concurrent user by minute, full detailed report which includes response time by page and by transaction, analysis and recommendations Analyzed the performance graphs obtained from performance center.Wrote High Level Test Plans by incorporating User Profiles, Configurations, Environments, Risks, Test Scenarios, Schedules and Analysis and Presentation of Results. Developed and revised manual integration tests. Conducted peer reviews for high-level test scenarios, test plan and test cases. Identified the testing objectives, planned Load Runner implementation and performed the simulation.Created Load Runner scripts to load test high traffic end user processes for performance and reliability.Used Ramp Up/Ramp Down, Rendezvous point, Start and End Transaction, Parameterization, Correlation features of Load Runner.Analyzed the results to measure the performance of the application. Worked with various analysis graphs and generated reports for the same purpose.Performed backend testing on Oracle, executed various DDL and DML statements.Extensively used Quality Center for test planning, bug tracking and reporting.

Environment: QTP, Load Runner, Quality Center, Oracle, HTML, Lotus Notes

Project #3:

Client: Lipper, a Reuters Company. May 05 – October 05

Project: LIPPER

Lipper (Search Engine), a Reuters Company, is a global leader in supplying mutual fund information, analytical tools and commentary. Lipper acquired the eMAXX product, which provides bond ownership analysis and profiles of institutional investors. User would be able to find holders of specific bond that he is looking for trade. It provides user to asset Managers, fund companies, financial intermediaries, website and Individual investor and investor would be able to take better investment decision.

Role: QA Analyst

Responsibilities: Generated and executed Functional Test cases and User Acceptance Test cases.Prepared Business Scenarios based on business documents and interviews with analysts.Prepared Run Chart and Traceability MatrixParticipated in Quality Process.Prepared business scenarios to be automated.Identified transaction point details.Executed Load Tests by creating virtual users using Rational Robot to evaluate the activity of several users by determining the response time of the application.Executed Performance test VU Script with single user, 20% load, 50% load, and 100% load. Upon execution of each round the results were analyzed using various graphs and reports generatedPrepared full detailed report which includes response time by page and by transaction, and analysis recommendation

Environment: Rational Team Test, Visual Studio .Net 2003, Oracle 9i.

Project #4:

Client: Mortgage hub January 05 – May 05

Project: BOSS

BOSS is a web-based Application designed using MVC based service-oriented architecture for CHEC, to provide services to Brokers who are Sub-Prime lenders in the Mortgage industry. The Application provides upload or application data-entry ability to interface to a CHECMATE (a dot-net based internal business processing engine of CHEC), gathering the information about the borrower from external parties like Credco through Bridge Link and communicates with TMO (a mainframe LOS system of Centex) to get pricing details, pipeline reporting, status reporting, calculators, rate locks.

Role: QA Analyst

Responsibilities: Prepared and executed Test casesPerformed functional and regression testing

Environment: Visual Basic, SQL Server.

EAxes Soft Systems Pvt. Ltd

Client: PMC May 03 – January 05

Project: Fortune.

Fortune is me

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