Project Customer Service

PROFESSIONAL SUMMARY

**+ years of experience in Software Testing

Worked in Complete Quality Assurance and Software Development Life Cycle

Well verse with SDLC methodology such as Waterfall and Agile

Strong in Analyzing Business specifications with regards to Test Case Scenarios

Knowledge of relational databases, data queries and reports.

Persuasive, articulate individual who easily meets people and quickly engenders trust and confidence

Problem solver with experience dealing with difficult situations in a sensitive manner

Worked closely with team leads in establishing QA Procedure/Standard Method, Preparing Test Plan and analyzing Software requirement specification and Design Documentation

Excellent ability to interact with Business Analysts, Developers and System Analyst to understand technical design

Ability to handle multiple Products/Projects/Modules and Coordinating with Extended Local & Global Teams

Respected team-builder and leader adept at managing the overall project while effectively delegating, providing support and promoting a cohesive team environment

Consistently met project deadlines while producing high quality software releases

Excellent Team Member with good Communication and Interpersonal skills

Ability in assigning and Managing of resources from both onsite as well as offshore team to the project

Extensively involved in preparing various Test Metrics like Requirement Traceability Matrix, Test Case Review Reports, Test Data Reports, Test Execution Reports and Defect Trends/ Reports, etc.

Experience leading a team of more than 40 testers

TECHNICAL SKILLS

Testing Tools

ALM / Quality Center / Test Director, Quick Test Pro, FitNese, Jira, Rational Clear Quest, Bugzilla, MS Project, MS Office suite.

Languages

SQL, XML, Visual Basic, C++, Java, HTML, CSS, Java Script

Hardware

Intel, Sun, HP, VAX, DEC Alpha

Operating Systems

MSDOS, Windows 2000/NT/95/98/XP, UNIX, AIX 5.0, Solaris 8

Software

Excel, Word, Access, Visio, Microsoft Outlook

Databases

Oracle, DB2, SQL Server, MS Access

PROFESSIONAL EXPERIENCE

Client: Progressive May 2016 – Present

Mayfield Heights, OH

Sr. QA Analyst

Project:

Customer Hub program objectives is to replace all existing Customer operational databases with the IBM Master Data Management solution. Replacing the current dual analytical warehouses with a single data mart aligned with PGR standards improves customer, customer information, including identifying, contact, agreement ID, relationship, etc. This change will provide Progressive a central, real-time view of their customer relationships and accessible across the business to enable greater business value.

Responsibilities

ETL Testing using FitNesse fixtures

Requirement analyzing

Review and understand data mapping document and translate into test requirements

Creating test scenarios and test data for PGR Policies & SBR Agent Quotes

Create test cases for all components

Enhanced/Modified Wiki to invoke API services for End to End testing

Validated the transformation of data listed in the Mapping document from source system to targeted system

Verified XML file to ensure correct data is passed

Used the Data Stage Director and its run-time engine to schedule the jobs

Document integration test results

Create testing status reports and communicate to the team

Created How to Test documents

Environment: Agile/Scrum, ALM 11.5, FitNesse, Oracle SQL Developer 3.1, IBM Infoshepere Data stage, Quality Stage Director Client, SQL 2014, BizTalk

Client: J.J. Keller April 2015 – April 2016

Appleton, WI

SR. QA Analyst

Project:

J. J. Keller developed the end to end solution for transportation Companies to help them comply with DOT regulation. The solution is designed to calculate driver’s hours of service and help with compliance solution for Commercial Motor Vehicles (CMVs) in multiple vehicle and weight classes. It is a cloud-based system that captures data from the J. J. Keller ELD (Electronic Log Device) that’s installed in the engine’s diagnostic port and data from the driver’s smartphone or tablet that has the J. J. Keller Mobile® app. The result is better roadside inspections, CSA score improvement, best-practice time management, fuel use efficiency and protection from DOT audits and interventions. EOBR/ELD installed in vehicles can get driving data and records about driver's on-duty and driving time.

Responsibilities

Participated in Scrum meetings, sprint planning, and review

Participate in User story grooming

Reviewing the Business requirements, System requirements and Detailed Design Specifications

Develop test scenarios and test cases per the business requirements

Create and maintain test data sets, verify test results, analyze defects, submit change requests (KanBan)

Performed Web base application testing, Backend testing, Device (iOS & Android) testing

Executed SQL queries to validate the data in target database

Tested API (Postman) flow using XML requests and responses

Maintain testing tools, maintain defect tracking tools

Promote a consistent testing methodology and ensure that prescribed QA practices and methods are utilized throughout entire QA process

Involved in the Regression Testing after each modification and enhancement

Maintain standards for quality assurance methods, processes, systems and procedures

Tested API flow using XML requests and responses

Execute test plans, coordinate test activities and mentor others about QA procedures

Documented test results and involved in defect management process throughout entire release cycle and in production support

Demo the functionalities was tested

Environment: Agile/Scrum, Microsoft Visual Studio Team Foundation Server 2105, DOT Net, C#, SQL Server 2014, Java, Postman, iOS & Android Yammer/Slack

Client: Wipro/Blue Cross Blue Shield - Tennessee August 2014 – January 2015

Chattanooga, TN

QA Analyst/Lead

Projects:

Private Exchange: BCBST developed new solutions called Private Exchange for controlling health care costs for employers while providing employees with more choices and control in selecting an affordable health insurance plan that best meets their individual needs. BCBST Private Exchange offers commercial group employers a simple way to configure health insurance plan to manage their health care costs. Under such a plan, employers can provide multiple affordable health plan to their employees to purchase a health plan. Employees will be able to review several health plans on the BCBST website and simply choose the health plan that best meets their needs and budget

Blue Connection: BCBST has designed a secure online tool to give consumer a hands-on approach to manage their health and wellness needs. It will allow consumer to register and get personal action plan that will provide recommendations on the best needed health plans based on their specific needs

Responsibilities:

Primary point of contact for the customer

Worked directly with clients and project stakeholders to ensure the project expectations specifically around scope, risks and requirements were set and understood

Test Planning, management and reporting of Testing tasks across the Testing Team

Plan and prioritize testing activities on a day to day basis

Responsible for work allocation to the Wipro test teams and tracking

Inter-group coordination with BCBST & Wipro Stakeholders

Test preparation & execution as feasible

Extensively involved in testing Enrollment and Eligibility modules

Daily/Weekly reporting

Conduct/Participate Defect Tracking Meetings

Tracking and managing defects which are open and prioritizing them to be taken up by the team based on the severity of the defects

Conducting meetings with onsite and offshore resources at regular intervals to track progress of the tasks/ deliverables, assess any risks to the plan and coming out with mitigation plans

Participate in Triage Meetings

Participate in Requirements analysis, Functional Analysis and Root cause analysis

Reviews and Sign-offs with key stake-holders

Environment: FACETS 5, ICD-10, Java, SQL Server 2008, Quality Center, QTP, TIBCO

Client: Wipro/Office Depot February 2014 – June 2014

Boca Raton, FL

QA Analyst/Lead

Project:

BTE (Business Technology Expansion): B2B e-commerce provides a transaction of services and goods between businesses to business to purchase online. In the event of Office depot and Office Max merger there was a need of enhancing E-commence solution for B2B website. The enhanced E-commerce solution will enable the organization to grow and scale easily to meet market demand and customer needs by opening new sales channels and continuously reaching new market segments. Customers can order online whenever and wherever suits them. Customer service can focus on actual customer service functions rather than simply being order takers and the need to re-key data in independent systems is eliminated, thereby eliminating the possibility of errors and improving shipping processes and increasing order throughput. The new system will also allow to easily implement an automated cross-sell and up-sell recommendation program, thereby making relevant suggestions to customers on the site and encouraging them to purchase related items or items that suits their needs.

Responsibilities:

Initiate meetings with stakeholder to understand their needs and upcoming projects in pipeline

Test Planning, Management, and reporting of the project

Staffing and People Management of the team

Inter-group coordination with various team

Coordinated the testing between onsite and offshore resources

Tracking and communicating of key Metrics and performance milestone

Identifies resources needed and assigns individual responsibilities

Effectively applies testing methodology and enforces project standards

Worked closely with client to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations

Liaison between Testing team and Development teams for Defect resolution

Contributions towards the complete project through effective review, resolving problems providing status report to project stakeholders

Ensure no instances of rejection/slippage of delivered work items

Effectively communicates relevant project information to stakeholders

Environment: AS/400, DB2/400, Quality Center 10, Window 2003, Java, EDI, E-commerce

Client: Wipro/ (GSK) GlaxoSmithKline August 2013 – December 2013

Durham, NC

QA Analyst/Lead

Project:

Serialization: The North America Pharma Division of GSK must respond to existing and future state and federal legislation and regulation to provide serialized product down to the sellable package level and provide an electronic pedigree (ePedigree) for prescription drugs. Currently, the most stringent enacted legislation/regulation thus far is the State of California which requires that: a manufacturer create and pass along an ePedigree which is “created and maintained in an interoperable electronic system ensuring compatibility throughout all stages of distribution.” As enacted, the legislation mandates electronic track and trace of prescription drugs throughout all stages of distribution and requires Serialization of the unit of sale. Existing GSK processes and systems are not functional to the level of serialization required.

Every manufacturing business worries about losing control of its supply chain. Companies lose revenue and market share if products are unaccounted for, damaged, or become defective or defunct. However, in industries like pharmaceuticals, consumer goods, and food and beverage, we’ve seen cases where manufacturers have surrendered their products, customer loyalty, and even stock ratings in the wake of voluntary recalls. So the solution to such issues is product serialization and electronic pedigree. This project, identified as Track and Trace & ePedigree implementation, aims to provide a one stop solution for GSK serialization, drug traceability and product handling process. With the use of Axway’s Track and Trace & ePedigree application GSK will take its visibility to granular level. This is accomplished by adhering to EPCIS and DPMS standards.

Responsibilities:

QA point of contact for the company leadership and cross-functional teams

Developed and executed test plans and reviewed task progress

Delegated work on daily basis, reviewed task progress

Provided input for weekly status meetings

Reported test progress and addressed issues to management

Contributed towards the complete project through effective review, resolving problems providing status report to client

Monitor project performance on a regular basis to provide confidence that the project will satisfy the relevant quality standards

Monitor specific project results to determine if they comply with relevant quality standards and identifying ways to remove causes of poor performance

Constantly motivate and supervise project team members and influence them to take positive action and accountability for their assigned work

Communicate with offshore lead on day to day basis discussing project dependencies and client expectations

Inter-group coordination with project stakeholder and team

Tracking and communicating of key Metrics and performance milestone

Identifies resources needed and assigns individual responsibilities

Effectively applies testing methodology and enforces project standards

Worked closely with client to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations

Holds regular status meetings with project team

Manage a team of twenty-six resources

Environment: Oracle 11g RAC, ePedigree, Track & Trace, Team foundation Server, TOAD, Visual Studio

Client: Wipro/Microsoft April 2013 – June 2013

Redmond, WA

QA Analyst/Lead

Project:

MS-ECO-CONSUMERTESTING: The customer support processes for Skype was hosted and run by external partners, this limited Microsoft's capability to expand service offerings, in addition to adding levels of complexity and avoidable costs. Microsoft wanted to leverage internal resources to support the customer support processes for Skype. A Unified Incident Management system was developed that assist the integration of Skype support with Microsoft Customer Service and support worldwide by developing Assisted Support Desktop (ASD) tool that provide the customer with the best support experience possible. It helps giving unified customer data view and allow agent to use different tool integrated together in one application.

Responsibilities:

QA point of contact for the company leadership and cross-functional teams

Developed and executed test plans and reviewed task progress

Delegated work on daily basis, reviewed task progress

Provided input for weekly status meetings

Reported test progress and addressed issues to management

Contributed towards the complete project through effective review, resolving problems providing status report to client

Monitor project performance on a regular basis to provide confidence that the project will satisfy the relevant quality standards

Monitor specific project results to determine if they comply with relevant quality standards and identifying ways to remove causes of poor performance

Constantly motivate and supervise project team members and influence them to take positive action and accountability for their assigned work

Communicate with offshore lead on day to day basis discussing project dependencies and client expectations

Inter-group coordination with project stakeholder and team

Tracking and communicating of key Metrics and performance milestone

Identifies resources needed and assigns individual responsibilities

Effectively applies testing methodology and enforces project standards

Worked closely with client to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations

Holds regular status meetings with project team

Manage a team of twenty-six resources

Environment: Window 2003, Team foundation Server, SQL Server, Visual Studio

Client: Wipro/Baxter November 2012 – January 2013

Vernon Hills, IL

QA Analyst/Lead

Project:

B4ONE TCoE: Baxter launched a Global Test Center of Excellence – ERP project which involves building repeatable testing capabilities to maintain the Global model and allow future releases of the models and its rollout into other regions. The project was to build regression suite by rationalizing, optimizing and automating the test scripts and built and maintain Application Integration Platform (AIP) regression test harness for all the region’s interfaces.

Responsibilities:

Planning, Management and reporting of the project

Staffing and People Management of the team

Inter-group coordination with project stakeholder and team

Tracking and communicating of key Metrics and performance milestone

Identifies resources needed and assigns individual responsibilities

Effectively applies testing methodology and enforces project standards

Worked closely with client to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations

Interface daily with business leaders, individual contributors and a variety of IT personnel to ensure proper scope, resource allocation and dependencies are being addressed

Facilitates team and client meetings effectively

Holds regular status meetings with project team

Effectively communicates relevant project information to stakeholders

Manage a team of thirty-one resources

Environment: Oracle 9i, Quality Center, QTP, Window 2003, JD Edward.

Client:

Wipro/State Street September 2011 – November 2012

Quincy, MA

QA Lead/Project Coordinator

Projects:

GSMAC, SMAC, ICASH, GIC, NRA TAX, SWIFT, MYSS, TLM, PLM, RECON Plus, XSP, CASH Pro, LCCS, GCAS, IVL, GSA, TRS, CAIR

State Street provides financial services, provides a full range of products and services for large pools of investment assets. Its clients include mutual fund companies and other investment managers, corporations, public pension funds, unions, non-profit organizations, and families and individuals. They look to State Street for custody and management of their assets; accounting, daily pricing, and administration of their funds; the information and analytical tools that help them make investment decisions; and the foreign exchange, cash management, credit, and electronic trading services that help them negotiate complex, global financial markets efficiently and effectively. All these needs are catered through more than 150 applications.

Responsibilities:

Creates and executes project work plans and revises as appropriate to meet changing needs and requirements

Identifies resources needed and assigns individual responsibilities

Effectively applies testing methodology and enforces project standards

Worked closely with client to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations

Interface, daily, with business leaders, individual contributors and a variety of IT personnel to ensure proper scope, resource allocation and dependencies are being addressed

Oversee timely execution of work effort from project team

Identify and schedule project deliverables, milestones and required tasks, providing early visibility to schedules/milestones that are at risk

Independently manage day-to-day operational and tactical aspects of multiple projects

Understands basic revenue models, P/L, and cost-to-completion projections and makes decisions accordingly

Facilitates team and client meetings effectively

Holds regular status meetings with project team

Effectively communicates relevant project information to stakeholders

Understands how to communicate difficult/sensitive information tactfully

Coordinate and facilitate communications with management and across teams

Reviews deliverables prepared by team before passing to client

Collect and analyze metrics to enable and lead continuous improvement of processes

Providing regular project progress measures and status reporting

Inspires coworkers to attain goals and pursue excellence

Identifies opportunities for improvement and makes constructive suggestions for change

Consistently acknowledges and appreciates each team member's contributions.

Effectively utilizes each team member to his/her fullest potential.

Motivates team to work together in the most efficient manner.

Keeps track of lessons learned and shares those lessons with team members.

Mitigates team conflict and communication problems

Ensured that all provisioning activities complied with SOX and other compliance and auditing requirements

Manage a team of forty-five resources

Environment: Oracle 9i, Bug Tracker, Jira, Clearquest, Quality Center, QTP, Window 2003, SQL Server 2005, TOAD, DOT Net, Webservice

Client: TCS/CVS April 2011 – August 2011

Richardson, TX

QA Lead

Projects:

HIPAA Phase 1 Integration

RAS Release Locks

RR HIPAA Processing

Caremark is one of the nation's leading pharmacy benefit management (PBM) companies, provides comprehensive prescription benefit management services across United States. The application is a client-server application developed to automate the claim adjudication processing through pharmacy insurance application. The purpose of this project is to establish the deductible and out of pocket information so that the application appropriately adjudicates medical claims and display combined medical and Rx deductible and out of pocket amounts to business.

Responsibilities:

Extensively worked on Rx Claims

Participated in Requirement Analysis, Business Analysis, Use-Case Analysis and Gap Analysis

Developed Test Plans, Test Cases, Test Scripts, Test Scenarios and Traceability Matrix

Reviewing the Business requirements, System requirements and Detailed Design Specifications

Discussing Test requirements, Test Plans, Test cases in Team walk-through meetings

Created the Pharmacy networks, Plans and attached Pharmacies to network.

Created the Account, Group and Member for Carrier and attached plan to the group.

Crated Benefit Pricing Profile by attaching Pharmacy networks, Pharmacy Price Schedule and Client Price Schedule.

Created the Drug rule based on the Preferred NDC List.

Conducted Functionality testing, and Regression testing during the various phases of the development.

Responsible in providing regular test reports to the management

Involving in setting up test data and required environment for User Acceptance Testing.

Generated various Test Reports such as Test completion, Test execution, and Defect reports

Tracked the defects and generated defect summary reports.

Maintained Test Logs, Test Summary reports and participated in defect review / Status.

Work hand in hand with BA to test new and current system functionality to ensure that the new modifications work properly with our current plan set ups

Coordinated with the development team during entire testing phase

Created and updated testing documents along with other documentation to provide to better understanding to the QA team

Effectively ensured all project goals were achieved and client expectations were met

Manage a team of ten resources

Environment: AS/400, DB2/400, Quality Center, QTP, Window 2003, SQL Server 2005, DOT Net, Webservice.

Client: Compuware December 2010 – April 2011

Detroit, MI

QA Analyst

Projects:

Covisint Connect: Covisint Connect is a data messaging service that provides a single connection for a company's computers to exchange data with the computers of its partners. Covisint Connect provides a XML alternative to current EDI transmission methods by reducing the complexity and cost of trading partner maintenance. In addition, Covisint leverages industry-leading mapping, routing, translation and network interconnectivity services to drive real-time, secure, and reliable B2B communications across existing systems and processes.

Responsibilities:

Review & analyze the Business Requirements and Functional Specifications

Prepared test cases based on use case scenarios

Involved in black box testing and executing test cases manually

Performed functional and regression testing manually

Involved in different phases of testing such as System, System Integration, Negative testing, End-to-End and back end testing

Managed defect detection, defect reporting and defect tracking

Performed Cross Browser testing in IE, Netscape and Cross Platform testing

Participated in test reviews and defect report meetings periodically

Updated the test scenarios per new business rules and specifications

Documented all problems / issues to be resolved; reported progress on problem resolution to QA Lead

Environment: QADirector, QALoad, XML, SOAP, Mainframes (DB2, JCL, COBOL, CICS), Oracle 9i, SQL Server 2000, HTML, JSP, WINNT, AIX, IBM Websphere, UNIX.

Client: Cognizant/Wells Fargo December 2009 – December 2010

San Antonio, TX

QA Lead

Projects: HAMP/MAP, WFF Application and Reports, Closing Stream

Wells Fargo Home Mortgage is one of the leading mortgage lender and services of mortgage loans in the nation. As a part of Government Home Affordability and Stability Plan, Home Affordable Modification Program is being offered to borrowers. To ensure the accuracy of the permanent modification, HAMP and MAP (in-house) process was automated to generate the permanent modification document which allowed the loan to move to appropriate queues from the point of executing the trail period modification to permanent modification.

Responsibilities:

Responsible for all test deliverables for the respective business-functional areas in a project

Perform estimation of the test effort, plan Test Requirement discussion and review sessions

Document Test Requirement in Quality Center per Test Team’s Process and Standard

Assign test engineer to the respective business-functional areas in a project

Documented, tracked and reported test results and issues/defects in compliance with established QA procedures

Analyzed the Business requirements, performed ambiguity reviews and communicated the inconsistencies between the requirements and application

Tested the application utilizing the Agile methodology.

Responsibilities included organizing the daily standup Meetings, prepare the test plan, the test log and tracking sheet, defect summary report, IST execution plan

Developed SQL Queries to query the database to test the back-end process of the application

Tracked all the bugs using Quality Center tracking system and generated reports

Generated Execution status and defect reports to provide project status to upper management

Effectively prioritized work based on the project schedule and analysis of feature risk areas

Mentored and trained new employees on areas of the product and processes used during testing.

Coordinated the testing between onsite and offshore resources

Participating in Bug reviews and QA weekly status meetings

Manage a team of twelve resources

Environment: Quality Center, QTP, Window 2003, SQL Server 2005, DOT Net, Webservice.

Client: Hewlett-Packard September 2008 – September 2009

San Diego, CA

QA Engineer

Project:

HP Service Manager 7.10: The purpose of HP Service Manager application is to provide users with a single point of contact for all their IT Service related questions, requests, and issues and to provide resolution to service requests within the agreed-on service level targets. Service Desk provides one-click access to other Service Manager applications to automatically enter information received in the call. Each time a user contacts the Service Desk, the Service Desk Agent uses HP Service Manager to create an interaction record. The Service Desk Agent records the user name, the name of the component that the user is calling about, and a description of the service request. After collecting this information, the Service Desk Agent performs the actions required to resolve the user’s request and if not, escalate the problem to the required technician. Agile methodology was followed to test the HP Service Manager 7.10, a java based application, using Rally as test and defect management tool.

Responsibilities:

Tested the application utilizing the Agile methodology.

Developed test cases based on Business requirement, Test Plan and Use Cases

Performed Manual Testing to check the functionality of the application

Performed Test on Loadbalancer’s behavior on the Vertical and Horizontal scaling system

Performed test on Windows, Solaris and AIX operating systems with SQL Server 2005, Oracle and DB2 database

Performed back-end testing using SQL queries

Validated SOUP messages embedded in XML file.

Performed regression testing on the application for testing the validity of functionality using FitNesse automation tool

Maintaining and tracked defects using Rally, CenterPoint and Quality Center defect tracking tool

Interacted and worked with the development team to solve the problems

Participated in weekly meetings to prioritize the submitted defects and to resolve the issues

Environment: Quality Center, Defect Management (CenterPoint and Quality Center), Agile management tools like Rally, J2EE, VMware server, Solaris 10, HP-UX, XML, Web Service, Oracle, DB2, SQL Server 2003, Windows XP, Windows 2003, FitNesse (Automation tool).

Client: Fannie Mae July 2006 – August 2008

Herndon, VA

QA Analyst

Project:

FAS 91 SEC Catch-up 2007 and Get current 2007

FAS 91 SEC Catch-up 2005 & 2006

FAS 91 SEC Re-statement Dec 2001 to Dec 2004

Fannie Mae restated its Financial Statements and related schedules and reports for the years 2002 through 2004 and implemented improved policies, processes and procedures for 2005 forward. Each work stream consisted of

Contact this candidate