Customer Service Management
Resume:
Ruchi Garg
Phone #
E-mail:
**********@**********.***
Work Status:
US Citizen
Summary
. 6 years of experience as QA and UAT Analyst/Tester in testing software
systems, as well as Production Application Support and Programming in
COBOL and DB2 SQL.
. Participated in complete Software Testing Lifecycle, analysis of business
and functional specifications and formulation of Test Plan and Test
Requirements.
. Experienced in deciding Test Requirements, creation of Test Cases,
executing Test Cases and analyzing Test Results, Report and Track
Defects.
. Strong exposure in a diverse set of testing procedures: Black Box, White
Box, Unit, Functional, Integration, System, Regression, Acceptance, User
Interface and Database Testing of Client/Server and Web based
Applications; Back End and Front End Testing.
. Proficient in Test Plan Creation, QA Planning and Test Documentation.
. Experienced in Defect Investigation, Tracking and Logging.
. Experience using relational tables for data analysis and system proto-
typing.
. Complete understanding of the V-Model of SDLC and STLC.
. Expert in documentation using MS tools (Word, Excel, Project and Access).
. Basic knowledge of QTP Quick Test Pro.
. Familiarized with Mainframe TSO and CICS.
. Ability to multitask and be a team player; also ability to work
independently.
. Trained people about how the application works how to perform production
support to the application.
. Conducted meetings about the current projects, current releases, and
issues with a major defect what is the effect and impact that defect has
on the company as a whole.
. Owned the delivery of a project from development through production
deployment.
. Currently preparing for the CSTE exam, as well as updating skills in QTP,
Bugzilla, and MySQL
Education:
Bachelor of Science, Computer Science Applied Data
Northern Illinois University, DeKalb, Illinois - 2001
Technical Skills
Operating Systems: Windows, UNIX, MS DOS.
Databases: SQL Server, MySQL, IBM DB2, MS Access
Packages: MS Word, MS Excel and MS PowerPoint, MS Project,
Developer 2000, IBM Command Line Editor
Testing Tools: HP Quality Center, Test Director, QTP,
Xpediter-CICS, Xpediter-TSO
Other Tools: JIRA, Bugzilla
Programming Languages: SQL, Java, Java Script, JCL, COBOL, DB2, IMS, C,
Visual Basics
Scripting Languages: VBScript, Kron Shell, and Unix Scripting
QA Models: Waterfall, V-Model, and Agile
Professional Experience:
Anixter International Inc, Glenview IL
Jan '08 - Jan '14
Title: Software Developer
Roles: QA Analyst/Tester and Application Production Support Specialist
Application Support:
WMS(Warehouse Management Systems) and GPS(Global Packing Station), WMX
> Performed support management for the company's Warehouse Management
and its Global Packing Systems as a role of customer service.
> Resolved Customers complaints and concerns about the process of how
orders were being completed. This involved CICS screens, SQL queries,
looking in the Code.
> Worked as an active participant in a team of 8 to 10 members to ensure
that assigned tasks are completed in a timely manner to meet and
exceed customers' expectations.
> Gave suggestions how to better the support, also advised users how we
can better the service
> Understood the customers' business requirements and coordinated them
with the company's functionality as well as managed client relations
by providing business and system expertise.
> Answered to phone calls and email support.
> Debugged application program or recreate the problem to find answers
to the customer's issue.
> Logged in defects and assign defects to members in the team, who is
better suited to fix them in an allocated time.
> Worked on life cycle of defects to better the flow of the
applications; this pertaining to COBOL, JCL code changes.
> Executed DB2/SQL Queries, generate reports.
> Performed Black box, White Box and Regression Testing.
> Edited Java applications and JavaScript files in Unix using VI Editor.
> Created SQLs to update, insert, and to delete from tables in the
application system.
> Documented the projects with the company's shared directory, aka Wiki,
and in Quality Center.
> Managed and tracked defects for the team members using quality center.
> Editing the Warehouse management system to convert to WMX by removing
their locations.
> Conducted meetings to our internal development team prior to
introduction to the market.
> Performed Mainframe testing with CICS screens as well as with COBOL
code.
QA Analyst/Tester:
Projects: Customer Facing Enterprise, Sales Access Management, Order Entry
Order Management
> Worked in a full blown test driven environment to test the company's
website.
> Worked hand in hand with the development team and test the application
as the coding is done; Agile environment. Participated in the Scrum
Meetings along with the team.
> Run SQLs to update, delete, insert, and query the database.
> Developed Test Cases from User Stories, execute test scripts, and log
defects in Quality Center.
> Front End applications and Back End testing used Mainframe and DB2
tables.
> Documented the end to end Process, testing Procedures and Practices.
> Tracked defect status, work with developers to reproduce and resolve
defects, and execute them.
> Performed manual testing of the application for product release and
tracked defects.
> Performed various test scenarios and test cases that was suited for
the application.
> Involved in writing test cases based on the business requirement
specifications.
> Created test cases and data for new applications, code changes, and
after execution, then logging in defects for corrections.
References:
Available upon Request.
Contact this candidate