Technical Support Management

Summary

Experienced Information Technology professional with more than 10 years, 3

month of experience specialized in functional testing, project and

portfolio management, Defect Management and test data management.

Work Experience

. Working as a Systems Analyst at Accenture from Jun-2008 to Till Date

. Worked as a Senior Analyst at Addval Technology Pvt., Ltd from Aug-

2006 to Jun--2008

. Worked as Senior Technical support Executive in Private Label Creators

Pvt., Ltd from Jun-2005 to Jul-20i06

. Worked as Technical Support Executive in Optimus Out Sourcing Pvt.,

Ltd from Nov-2004 to May-2005

QA Manager Experience

. Expertise in using HP ALM (QC), JIRA, CQ, Service Now, RQM and Rally

. Expertise in client facing roles with directly working with clients on

test engagements

. Expertise in Delivery Management

. Expertise in Agile methodology

. Expertise in recruiting, training and building teams

. Expertise in requirements gathering

. Expertise in efficient test management which includes managing teams,

portfolios, lean management, productivity improvement, test coverage,

defects management and client support

. Expertise in preparing test plan, test approach, test schedule, test

scripts, test environments, test data management and test closure

documents

. Expertise in preparing detailed metrics reporting

. Expertise in functional testing mobile applications for Android, iOS

and Windows platforms

. Expertise in functional testing of web based applications

. Have good experience in working in Sales Force API integration testing

Project Management Experience

. Handled a project team of 5 developers, 4 Testers, 1 DBA, 1 PROD

Support and 1 Release engineer for 12 releases over a period of 2

years

. Has handled a team of 26 people in 5 different teams for 2 portfolios

for a period of 18 months

Projects Profile

AT&T, PLANO, TX, USA

Aug 2014 - Till Date

Role: QA Manager

Platform: Sales Force

Modules: BAU and API

Responsibilities:

. Worked at client's office onsite

. Work with BA's to understand the requirements

. Conduct brain storming sessions with BA and Testing teams

. Prepare detailed Test Plan

. Prepare high level scenarios

. Assign tasks to team

. Verify the test coverage and RTM

. Track the testing to the release

. Report daily execution status and defects

. Track defects to closure

. Prepare test closure memo

. Prepare lessons learnt

. Create regression suite

. Identify automation candidates

. Work closely with client and other vendors for IST, UAT

. Work closely with client for PROD defects

Softcard (www.gosoftcard.com), Dallas, TX, USA

Mar 2013 - Jul-2014

Role: Test Lead

Platform: Mobile Wallet testing

Modules: Andriod, iOS and Mobile commerce

Responsibilities:

. Worked at client's office onsite

. Prepare high level scenarios

. Verify the test coverage and RTM

. Execute the test scripts on Android and iOS devices

. Report daily execution status and defects

. Onshore/offshore co-ordination

. Track defects to closure

. Create regression suite

. Work closely with client for PROD defects

Telus, Canada (Offshore)

Nov 2010 - Feb 2013

Role: QA Lead

Platform: Web Portals testing

Modules: Web Portals (Self Serve)

Responsibilities:

. Resource Management

. Prepare detailed Test Plan

. Prepare high level scenarios

. Assign tasks to team

. Verify the test coverage and RTM

. Track the testing to the release

. Report daily execution status and defects

. Track defects to closure

. Prepare test closure memo

. Prepare lessons learnt

. Create regression suite

. Identify automation candidates

. Work closely with client and other vendors for IST, UAT

. Work closely with client for PROD defects

UPS, USA (Offshore)

Nov 2009 - Oct 2010

Role: QA Lead

Platform: Web Based Application testing

Modules: Web based application (ASX)

Responsibilities:

. This is a support project for UPS, USA

. Worked on web based application to sort packages

. Lead a team of 2 resources

Sun Micro Systems, USA (Offshore)

Aug 2006 - Oct 2009

Role: QA Lead / Product Manager

Platform: Web based application

Project: Q2O

Responsibilities:

. Created Functional Specification and wireframes

. Responsibilities include Program/Project Management, Test Management,

Portfolio Management, Stakeholder Management,, Handling Budgets and

Risk Analysis

. Responsible for delivery of all projects in AGILE methodology

. Recruit, nurture, build and manage resources

. Mentor resources for delivery excellence

. Perform analysis for the functional specifications and CAD, drafting

functional checkpoints, preparing critical test cases of build

integration for assembly testing process ensuring a smooth work flow.

. Responsible for preparing QA effort estimation as per CAD and FS by

means of complexity and capability based estimator (In house tool) for

establishing and enforcing quality standards.

. Organize meetings with the team for enlightening them with the

functional concepts of test case preparation and perform a review for

the test cases

. Regular follow up with development lead for removal of errors for

building deployment for testing process.

. Establish QA environment in coordination with deployment team,

evaluating the test results during early stages of implementation

process with the SI Industrialization metrics).

. Drafting defect containment report from issue tracking tool (JIRA) and

supporting FAT, SIT and UAT

. Utilized Microsoft project in an effective manner for completion of

assigned tasks within stipulated period.

. Executed operations which include gathering requirements, preparing

project plan, resource matrix preparation and developing prototypes at

par with client's business specifications.

. Accountable for data modeling, creating test plans, formulating test

cases by analyzing core issues and resolving them for a seamless

operational process.

. Carried out execution and documenting the test result (Defect

containment report), perform cluster testing (apps 1&2 and Web1&2),

database testing and load testing using "The Grinder"

http://grinder.sourceforge.net.

. Performed testing process for the application and prepared defect

containment report.

. Testing the application by carrying out functional, performance and

regression testing processes and ensure efficiency in the operational

process.

Private Label Creators, Bangalore, India

Jun 2005 - Jul 2006

Role: Sr. Technical Support

Responsibilities:

. Test fixes for the ecommerce websites

. Provide Technical support through Phone, Email and Chat

. Create test sites and replicate the defects

. Assist customers on functionalities of the backend console to build

sites

Securenetshop.com, Optimus Outsourcing co. Pvt. Ltd

Nov 2004 - May 2005

Role: Technical Support

Responsibilities:

. Test Enhancements to the shopping cart

. Provide Technical support through Phone, Email and Chat

. Assist Customers on the integration of their sites with the shopping

cart

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