QA Manager

Summary:

Over * years of Information Technology QA Program Management experience

with emphasis on application quality, process improvement, risk analysis

and SDLC methodologies in large scale customer centric portfolios.

Experience with contract negotiations, vendor management, SOW/RFP's in

onsite/offshore model.

Areas of Expertise

. QA Engineering ( Test Management ( Vendor Management ( Test Process

Automation ( System/Business Analysis ( Process Improvement ( Software

Development Life Cycles ( Contact Center Technology

. ITIL Foundation Certified

SKILLS

FUNCTIONAL TECHNOLOGY

Project implementation experience Operating Systems: OS 390, MS

in Waterfall, Agile methodologies WINDOWS series, Z-OS, MAC OS.

End to end testing and user Databases: Oracle, SQL Server

acceptance testing. ERP-CRM: Salesforce, Siebel CRM,

S/W development life cycle OBIE, Siebel Call Center, CIV,

methodologies. Client Central, Amdocs

Gap analysis & Risk management Contact Center: VXML, XML, VOIP,

Test Strategy, Consulting Genesys CME, IRD, CCPulse, SCI,

Test Engagement modeling WFM, Genesys Advisor, Nice,

SOW's, Work Order's, RFI/RFP's Verint.

Capacity Planning, Demand Testing Tools: HP Quality center,

forecasting and resources JIRA, StarTeam, QTP, Clear Quest,

fulfillment. Empirix Hammer CallMaster

Operation Readiness Testing, Project Management: Ms-Office,

System-Functional Testing, Microsoft Project Plan

Integration & E2E Testing Version Control System : Rational

Failover testing, Disaster Clear Case, VSS

recovery testing and contingency Content Management : SharePoint,

planning Stellent, Rally

Performance testing analysis Reporting Tools : OBIE,

Hyperion, Merced

Business Modeling Tools:

Microsoft Visio

PROFESSIONAL EXPERIENCE

Calance

Apr 2014 - till date

Toyota Financial Services, Torrance, CA (Apr 2014 - till date)

Role: QA Manager

Description: Toyota Financial Services developed a Telephony Uplift

program portfolio with continuous focus on compliance, debt management

& operational efficiency by providing customer focused solutions and

improving service operational capabilities.

Responsibilities:

. Developed and Implemented Test Strategies, Test Plans, Test

Coverage, Traceability to project and business requirements

. Partnered with QA CoE to create and execute best testing practice

strategy for the telephony projects

. Involved in QA Governance, Gate Reviews, SOW's & Work Order to

improve quality within delivery channel

. Involved in Contract negotiations & supplier management for QA

deliverables with SOW's, RFP's, Work Order and Amendments

. Lead initiatives in Operational Readiness Testing, Performance,

System- Functional, Integration & End to End testing

. Risk Analysis of schedule, cost & quality on project and testing

engagement.

. Involved with Cyara - Third party hosted telephony performance

platform for validating Genesys Dialer & Softphone performance with

various campaigns

Environment - Rally, Genesys Voice Platform 8.1, Genesys CME,

CIMplicity, Salesforce, Siebel CRM, Genesys Admin, OCS, Interactive

Insights 8.1, Genesys CCPulse, Tibco, Hyperion, HP Quality Center,

Performance Center.

Collabera Inc

Mar 2014 - Apr 2014

Wells Fargo & Company, Denver, CO (Mar 2014 - Apr

2014)

Role: QA Lead

Description: Involved in Customer Connection IVR Platform upgrade

project from Voice genie to Nuance on Demand framework environment.

Scope of the project included performance/load, API, Web Services &

Regression testing to validate existing functionality was copasetic.

Responsibilities:

. Analyzed FSD, BRD & TSD's documents to create a high level test

Strategy and traceability matrix.

. Developed Test Strategies, Test plans, test conditions and test

scripts to ensure test coverage for Regression testing.

. Defect Management was performed in Quality Center 9.2 and Clear

Quest 7.0.

Environment: Genesys Framework, Genesys Support Phone, Genesys

CCPulse, Nuance on Demand Hosted IVR, [pic]SharePoint, Visio, Tomcat-

Apache servers, Quality Center 9.2.

Astir IT Solutions Inc

Sept 2011 - Dec 2013

Charles Schwab, Denver, CO (Jul 2012 - Dec

2013)

Role: QA Lead Engineer

Description: The Sales and service technology organization provides a

point of contact between the Schwab technology solutions organization,

operational services organization, Retail(Schwab IS), Retirement and

Advisor services business organizations.

Responsibilities:

. Analyzed FSD, BRD & TSD's documents to create a high level test

Strategy and traceability matrix for Fault Isolation Zone -

Network/Parking/Agent SipServers, Media Servers.

. Implemented Testing best practices with Gate Reviews and QA

Governance for Agile methodology

. Developed Test Strategies, Test plans, test conditions and test

scripts to ensure all the functional requirements are covered.

. Verification and validation of screen pops, attached data & KVP's

for Integration & End to End testing involving NVP, Genesys CTI,

SoftPhone, Siebel CRM & SalesForce

. Worked on several projects - Dual URS Testing, Genesys WorkForce

Management, Genesys Advisors

. Involved in testing and deployment of Route Point routing

functionality on Parking Platform for transferring calls instead of

using TFN's

. Disaster recovery and Failover testing of Parking Platform which

consisted of Network SipServer, Parking SipServer, NVP IVR,

Resource Manager, Agent Media Server and Agent SipServers utilizing

SCI

Nationwide, Des Moines, IA (Sept 2011 - Jun

2012)

Role: Contact Center QA Lead

Description: Nationwide Corporation, a wholly owned subsidiary of

Nationwide Mutual Insurance Company (Nationwide), and Nationwide

Financial Services (NFS) developed an Infrastructure project to

improve their Contact Center Service Excellence.

Responsibilities:

. Developed Test Strategies, Test plans, test conditions and test

scripts to ensure all the functional requirements are covered.

. Involved in test planning, scheduling and resource allocation.

. Involved in Production Installations, process improvement

techniques and overall project scheduling which dealt with PID

Scheduling, Pre Installation steps, installation Steps, Testing

Scenarios, Post Installation Testing/Instructions, BackOut

Instructions, & Post Installation results.

. Generated and reviewed reports in CCPulse+ for Business

Intelligence. Reports included Calls Report, Performance Reports,

and Time reports in real time and test environment and production

environment.

. Performed Call Details and Agent details reports on Merced,

Hyperion & Microstrategy for all Lines of Business. Reporting

testing of MPS 500 IVR to verify real time statistics of Phone Line

Reports, Span Reports and Host Reports.

. Generated and tested Historical and real time reports using MPS 500

reporting and Speech Analytics with data from database, Genesys

Infomart and IVR database.

. Lead the team in migration process of Nationwide Call Centers from

Aspect Phones to Avaya 9650 IP Phones - Scheduling, Planning,

Production Testing and Support Installation process.

Environment: Avaya 9650 IP HardPhones, Avaya CMS, Quality Center,

Genesys CME, Genesys IRD, Genesys CC Pulse, Hyperion, Microstrategy,

Merced, Reporting Analytics, Zoom, Fusion.

Sysnet Technology Solutions Inc

Oct 2005 - Aug 2011

Charles Schwab, Denver, CO (Apr 2010 - Aug 2011)

Role: QA Lead

Description: Charles Schwab Contact Center - Genesys Softswitch

Project will be migrating business groups who use Aspect/Nice Logging

today to VoIP technology. The new technology includes Genesys SIP

Server, Stream Manager, Siemens IP HardPhone, SoftPhone desktop

application, Asterisk Voicemail, and Verint VoIP Logging.

Responsibilities:

. Analyzed FSD, BRD & TSD's documents to create a high level test

Strategy and traceability matrix for Softswitch - SoftPhone

project.

. Implemented SDLC process methodology and QA process improvement

procedures.

. Developed Test Strategies, Test plans, test conditions and test

scripts to ensure all the functional requirements are covered.

. Verification and validation of screen pops, attached data & KVP's

for Integration & End to End testing involving NVP, Genesys CTI,

SoftPhone, Client Central & Attachment Extra applications.

. Mitigated risks, issues and concerns to business groups.

. Designed Test Plans, test cases for Functional Testing, System

Testing, Integration Testing and End to End Testing.

Environment: Genesys CME 7.6, Genesys IRD 7.6, SCI 7.6, Genesys

SIPServer 8.0.3.55, Siemens IP HardPhone v40, Siemens Firmware V2,

SoftSwitch-SoftPhone Architecture, Genesys CCPulse, Quality Center

10.0, Attachmate Extra 9.1, Remedy, Client Central 7.0, Verint VOIP

Logger, VANA, RCT v3.9, Stream Manager, Nuance Voice Platform, QTP 10.

Client: Wells Fargo & Company, Denver, CO (Feb 2009 -

Apr 2010)

Role: QA Lead

Description: Involved in several IVR-Call Routing- Softphone-

Integration projects like Mass Market IVR, Customer Connection IVR,

WFHM (Wells Fargo Home Mortgage) and Brokerage Integration. Lead All

QA projects on Over Lapping Market projects for consolidated call

routing of Wachovia-Wells customers across several lines of Business.

Responsibilities:

. Involved in Capacity Planning, Project Queue & Project Sizing in

CCT QA Team.

. Involved in Production Installations, process improvement

techniques and overall project scheduling which dealt with PID

Scheduling, Pre Installation steps, installation Steps, Testing

Scenarios, Post Installation Testing/Instructions, BackOut

Instructions, & Post Installation results.

. Performed API & Middleware Testing with Fidelity (LPS), Strada web

services & Hogan (Mainframe) applications using QTP 9.2 automation

test scripts.

. Performed Component Testing & SIT (System Integration Testing)

testing on Load balancing of IVR's, Default Routing, Skill based

routing, Overflow Logic, Closed/Exception Routing and cost-based

routing.

. Used Putty, SSH and WinSCP for connecting to CTI Server logs.

Validating test results with T-Server, URS, NRS, Nuance (NOD)

Servers and Application Server logs during End to End Testing.

. Validate Network Routing, Pre Route Logic, Post-Route Logic, IVR

Kickout logic, Network overflow logic, Database Dips & Extraction

DB connections with all Key Value Pairs being attached to CIV

Desktop as screen pops.

. QTP Automation of the complete End to End scenarios using Actions,

Functions, parameterization, Object Repository, Recovery scenarios,

Repository Manager.

Environment: Genesys CME 7.2(configuration Manager), Genesys IRD 7.2,

Genesys ActiveX Desktop 7.1, Genesys Support Phone, Genesys CCPulse,

JSP, Nuance on Demand Hosted IVR, [pic]Virtual Hold 6.2, SharePoint,

Visio, Tomcat-Apache servers, Quality Center 9.2, HOGAN, myEXTRA

Enterprise 7.11, Rational ClearQuest 7.0, Strada Web services.

Client: TIAA-Cref, CO (Apr 2007 - Feb

2009)

Role: QA Lead

Description: EBA (Enterprise Business Architecture) is an enterprise

framework which supports BPM (Business process management). This

project was an integration of Siebel CRM (Front Office), Omni Station

(Back Office), Middle Office, PowerImage (Operations) and Participant

Services to improve customer experience and internal processes.

Responsibilities:

. Reviewed Business Requirements documents and Functional Design

documents to estimate QA Strategy, Time, Resource and Contingency

planning.

. Developed test strategy, test plan, test conditions and test

scripts to ensure all the functional requirements are covered.

. Implementing Overall management of quality processes, metrics and

analysis of end-to-end testing.

Environment: Siebel CRM 7.8.2, EXP AG/ PowerImage, Omni Station,

OmniPay, Oracle BAM, BPEL, Web Services, XML, CDI, ISV, ESB,

Mainframes, MQ Series. PI Capture, OCR.

Client: T-Mobile, GA (Aug 2006 -Apr

2007)

Role: Senior QA Analyst

Description: T-Mobile developed IVR infrastructure with CTI and CRM

integration for the customers with new functionalities like MyFaves,

Minutes Usage redesign, Take Control, Kid Connect, T-Mobile@home and

BI Reporting. Worked on Enterprise testing Speech-IVR project which dealt

with new functionalities added to the existing IVR infrastructure to

deal with better customer solutions for T-Mobile using Amdocs Billing

Platform for data validation.

Responsibilities:

. Develop the test plan, test conditions and test cases to be used in

testing based on test requirements matrix and business

requirements.

. Worked on the CSM and Price Plan modules of Amdocs 7.20.

. Involved in testing Billing of Amdocs Ensemble on Usage Summary,

Billed Calls, Billed Charges, Payment Arrangement, Adjustment

History, Collection, Price Plans and SOC's to verify the subscriber

information.

. Performing Oracle Database Testing using SQL queries.

. Used VASA 3.7.0 for prepaid subscribers billing information and

data validation.

. Front-end design and data validation using VXML and XML.

Environment: Test Director 8.0, SAMSON Amdocs Ensemble 7.20, VASA

3.7.0, API, web based applications, Amdocs, VXML, XML, ASR, TTS, Visio

and CTI.

. Client: Cigna Healthcare, CT (May 2006-Jul 2006)

Role: QA Engineer

Description: Cigna Healthcare developed IVR infrastructure along with

CTI and CRM integration which provides various benefits, eligibility

and claims to providers, members, pharmacists and unknown callers.

Designed and reviewed the call flow diagrams and dialog design

specifications for various modules and validated the XML code

generated. Designed and developed various product menu and sub-menu

options on call types.

Responsibilities:

. Used the IVR (Interactive Voice Response) Dialog Design document as

a model to update and verify dialog contained within pre-written

Claims and Eligibility scripts for Regression, Systems Acceptance

and Back End testing for members and providers.

. Executed and updated IVR Regression and Systems Acceptance scripts

and verified the content contained within, against Cigna's portal

application, IVR Web Harness 2.0.

. Performed Data Validation using XML verification at the back end

using Web Harness a portal application for comparing the data

between the IVR system and the database.

Environment: Quality Center, Hammer CallMaster, Web Harness 2.0, XML,

Test harness, Presentation Layer.

. Client: MCI, VA (Oct 2005-Apr 2006)

Role: Siebel Analytics Developer

Description: Worked in the capacity of a Software Consultant on

various projects which dealt with business intelligence, Siebel

Analytics, Siebel tools and CRM applications. Siebel 7.5 Call Center

data was moved to SQL Server Data Warehouse using Informatica. This

data was for reports generation and business analysis. Siebel

Analytics was used for data analysis & Report Generation. This was to

reduce response time and load on Online Servers of Siebel.

Responsibilities:

. Reconfigured the Analytics server metadata (*.rpd) using the

Admin tool to develop a reporting environment according to user

requirements.

. Created/Modified Metadata repository suiting to BP requirements by

using Siebel Analytics Server Admin tool.

. Build Repository at 3 layers Physical Layer (connecting Data

sources & import schema), Business Model & data mapping (create

Logical tables & data source mapping) & Presentation layer level

(create presentation catalogs).

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