Customer Service Test

Madhuri Chanduri

Professional Summary:

Around 12+ years of experience in Information Technology with emphasis on Software Quality Assurance, Performance Testing with both manual & automation and Software development.

Proficient in working with testing tools and carrying out Functionality Testing, GUI Testing, Systems Testing, Integration Testing, User Acceptance Testing (UAT), and Regression Testing of Client/Server, Web based applications and Web portal applications.

10+ Years of hands on experience with Load Runner and Performance Center (Various Protocols)

Experienced in identifying bottlenecks across multiple layers of the system and report performance issues to project stakeholders.

Expert in waterfall and Agile project management methodologies - Able to manage large project teams and known for high-quality deliverables that meet or exceed timeline and budgetary targets.

Experienced with functional web services tests and also skilled with creating automated web services testing processes.

Strong knowledge of Load Runner, Web driver, JMeter, Silk Performer and SOAPUI testing

Proven expertise in test design, test development, and QA of cost-effective enterprise level application systems, middleware, and web solutions that exceed client's business requirements and expectations.

Experienced in Play a strategic role to improve the team's methodologies, analysis tools, and workloads and participate in major initiatives to improve performance by examining both software and hardware from the front end to the back end.

Worked on multiple projects simultaneously with high efficiency in very tight time schedules and provided realistic and reliable project estimates to the project management team.

Expertise in developing Test Estimations, Test Plans, Test Cases/Scenarios, Test Procedures, analyzing Test Results and Test documentation and Test Metrics.

JAD sessions (Joint Application Design), analysis development, test inspections, test strategy, and other project meetings throughout product life cycle.

Involved in evaluating tools for testing and engineering activities, and implement as appropriate.

Involved in defect management process and make sure they are resolved in timely manner. Coordinated support team for investigating defects to resolution for on time completion using JIRA.

Maintained and updated defect management team process documentation Analyze Performance results & assist in Tuning WebSphere Application Server, Mainframe & J2EE Applications for Optimum Performance.

Analyzed & tuned Heap, GC, Thread Pools, DB Connection pools for improving the application performance.

Strong knowledge in ITIL Principles (Service Management)

Coordinated with offsite and offshore teams.

Strong presentation and demonstrating skills Confident, articulate and professional speaking abilities.

Involved in Incorporating JMeter/Load runner into the CI processes using Jenkins and ensuring the full development process is connected rather than divided.

Participated actively in Active Collaboration Sessions with business and other teams.

A self-motivated professional, possessing good Technical, Leadership, and problem-solving skills.

TECHNICAL SKILLS:

STLC Tools

Load Runner 12.53, 10.x, 9.x, JMeter 3.0, Quality Center, HP PC,QTP, HP Diagnostics, App Dynamics, Splunk, DynaTrace,Web Driver, Cucumber, Serenity, Soapui

Programming Languages

Java, C, C#.NET, VB.NET, ASP.NET, ASP.NET MVC, WCF

ASP, JSP, J2MEE, Visual Basic, JavaScript, VBScript, HTML, XHTML, XML,

Application Software

Microsoft Visio, VSS, Mercurial Hg, Excel, Word, PowerPoint

Databases

Oracle, Microsoft Access, Microsoft SQL Server, DB2, Sybase, Firebird, Mainframe and Postgres.

Tools

SQL*Loader, TOAD, SQL Analyzer, SQL Profiler

Operating Systems

Windows 10, 8, 7, Windows XP, UNIX, Linux, MS-DOS, Mainframe.

Protocols

Web - HTTP/HTML, RTE, TruClient - Mobile Web, Flex, ODBC TruClient - Web, Web Services and Winsock’s

Others

IIS, Tomcat/Apache, UML, Web Services, IE, Firefox, JIRA,MQ, GIT, Maven and Jenkins

Work Experience:

State farm Insurance is one of the largest corporations on the Fortune 500. It is also one of the nation’s largest providers for Auto, Fire and Life. As part of the Testing Team (Automation Scripting) team involved in various projects as Test Lead and developed performance scripts and Functional scripts for complex projects. This effort will focus mainly on Performance Test, Stress Test, stability, Regression test automation using Web driver and Cucumber, scalability of applications Using Load Runner and JMeter.

Responsibilities:

Responsible for developing the Programme Test Strategy ensuring it is updated and base lined to reflect changes to the project risk profile, schedule, testing processes etc.

Define test approach and estimate to ensure its optimum, meets project goals without compromising quality and time to market

Implement innovative and creative methods for testing

Track project financials, progress and take corrective actions proactively

Test Program RAIDS are identified, maintained regularly and mitigated

Coordinating the testing resources allocation and utilisation and activities for the Programme projects that are defined in the Test Strategy.

•Responsible for extending the governance support for all the other testing phases of the projects like CIT/System testing/UAT/OAT

•Maintain effective engagement with the Technology Office and Build teams to carry out the test management activities

Reviews the Test Environment Specification and Coordinates with the Test Environment Manager

Manage defect process for the programme ensuring the process is followed and correct priorities / severities are assigned.

Constantly review the test progress and reports to the Portfolio Test Lead/ Head of Testing.

Responsible for the quality of all testing phases

Responsible for signing off all test results and all test phases

Ensure overall process adherence on organization wide guidelines for delivery, operations and quality.

Responsible for resource management activities within the programme/ projects and ensure effective utilization

Responsible for team’s skill development and performance management

Involved in collecting performance test requirements and identify the critical business processes

Involved in Creating workload model and performance test plan / strategy; provide walkthrough to project stakeholders and secure approval.

Involved in create and Execute performance/Load test suites using Load Runner/JMeter to measure throughput, latency, identify performance bottlenecks that cause SLA violations and to collect related resource data network, system utilization (memory and CPU utilization).

Involved in Incorporating JMeter/Load runner into the CI processes using Jenkins and ensuring the full development process is connected rather than divided.

Involved in Creating Reusable framework for Load Runner with Custom C functions.

Involved in design and build automated tests using existing tools and using Jenkins and other tools to auto execute the jobs to evaluate and expose performance bug in product.

Involved in Creating JMeter/Load Runner scripts to simulate the client in the IBM MQ structure

Extensive knowledge of analyzing Performance using tools including PerfMon, HP Diagnostics, Grafana, Hyperic, Splunk and AppDynamics.

Involved in coordinating the effort to simulate workloads, and the hardware, network, and software conditions for performance testing.

Involved in debugging JAVA and SQL performance tuning experience for performance that include garbage collection, heap management, JVM Configuration

Involved in creating Scripts for RTE and ODBC protocol for mainframe and database applications

Involved in creating Continuous Integration Pipeline for Performance testing Using Load Runner and Jenkins.

Involved in analyzing and Understanding on crash dumps analysis, memory leaks, resource leaks etc.

Involved in working with Agile development environment and SCRUM

Good knowledge of Operating system architecture, user mode, kernel mode, system resources like CPU, Memory and other performance parameters.

Hands on System administration and scripting language like shell and C.

Involved in Develop and execute performance test scripts for load and stress of UI, Mobile and Web services testing using HP Load runner/ HP Performance Center.

Involved in Reporting defects found in testing diligently, promptly, and accurately, using GIT, standard defect tracking tools

Maintained WebSphere Infrastructure of HA Applications by keep monitoring Cells, node groups, nodes and allowing applications into HA Infrastructure, assigning JVMs in Test and Production to Application teams to deploy HA applications.

Involved in Creating Load Runner scripts for IMS stored procedures.

Configuring CPU and Memory for WAS servers, Tomcat, IBM HTTP Web Server accordingly by monitoring Performance Tools

Trouble shooting errors both Application & JVM also analyzed heap/core plus error logs – configured JVM for optimum performance.

Performed routine management of Web Sphere Environment like monitoring Disk Space, CPU Utilization, Memory Utilization

Automate the process of performance metrics collection using Performance Monitor (PerfMon) and Windows Task Scheduler

Involved in analyzing heap dumps, analyze queries, analyze logs and memory profiling.

Extensively used HP Diagnostics and Grafana to diagnose and troubleshoot Web/App server performance issues.

Create, execute and maintain automated regression test suites for validation of requirements, verification of new features, enhancement and bug fixes using Web driver and BDD.

Extensively used HP Diagnostics to diagnose and troubleshoot Web/App server performance issues.

QJAC is a web-based monitoring system to track the activities and performance of agents and vendors. It allows evaluating and storing the results of monitoring sessions, so that reports and trends can be evaluated from them. This system can be used by TCIM, its “licensed” clients, and “licensed” client Sub-contractor(s) to analyze customer service activities at their work place. A secured authentication process that validates users prior to permitting access to its features is built into the system for restricted access control Responses to request for services placed by potential customers are attended by agents and vendors through chat, e-mail, or voice. These responses are gathered through the Forms feature and placed in a repository for further scrutiny. The Reports feature allows generating comprehensive report data that help monitor activities and behavior of agents by evaluating the questions and their average score in the report data.

Responsibilities:

Participated in requirements gathering & clarifications process.

Involved in design and development of a consistent user interface using ASP.NET Server controls and user controls.

Responsible for the development and maintenance of forms module.

Responsible for implementing the Scoring user control which evaluates the quality of Customer service by the agent. Scoring User control renders its controls dynamically, based on the mode of communication (chat/ Email/ Voice) and the agent’s access level. This user control dynamically evaluates based on the supervisors input to the list of Questions.

Developed key interfaces for the application using OOAD principles & patterns in order to make it consumable by the legacy application environment.

Developed an integration module that processes the XML file and uses .NET Serialization, De-serialization principles to load type safe objects for processing.

Involved in the development of Agent Performance Report and Vendor Performance Reports using Crystal reports.

Performance improvement activities & code refactoring.

Actively involved as part of design, coding, testing and delivery activities.

EDUCATION:

Bachelor of Technology in Information Technology

JNTU Hyderabad.

Email: *********@*****.*** Phone: +1-309-***-****

Location : Illinois

State Farm Insurance Bloomington IL

Performance Test Manager Oct 2009 – Till date

Satyam Computers, Hyderabad, INDIA

.NET Developer

June 2006 – June 2008

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