Engineer Customer

Monika Shah (MCP, MCSE - I)

**** ********* ****, #*** ******, MA 01854 (C) 978-512-

**** ********@*****.***

Object

SUMMARY:

. Over 14 years of experience in IT out of which 10 years is into

Customer Support and 4 years of experience in QA.

. Experience in functional Test Automation Tools like QTP, 10.0 and Test

Management Tools like Quality Center 10.0, JIRA and SalesForce

. 4 years of working experience on manual testing with Agile Scrum

framework.

. Working experience on Functionality, GUI, Regression, Cross Browser,

Responsive and System Testing.

. Experience in Positive Testing, Negative testing and Black box

testing.

. Good exposure to formal quality processes and strong foundation in

SDLC and Software Testing life cycle (STLC) and Bug Life Cycle

. Experienced in web applications testing, providing support in test

case designing,

. Test planning, scripting and test execution.

. Excellent analytical and interpersonal skills and committed to highest

level of professional and personal excellence.

. Earned reputation for meeting demanding deadlines, contributions to

improving quality & testing processes and delivering critical

solutions on various levels of Quality Assurance.

. Strong communication, analytical, interpersonal, presentation &

leadership skills.

TECHNICAL SKILLS:

Operating Systems Windows, XP and MAC

Tools: HP Quality Center 10.0, JIRA, SalesForce & QTP 10.0

Databases & Other Tools: SQL server 2005, MS Excel.

Scripting Languages VB Script

Web Technologies: HTML, XML, JavaScript.

Others: Agile SCRUM and Waterfall model.

EXPERIENCE:

Saba Software, Inc. - Lexington, MA May

2010 to June 2014

Quality Assurance Engineer

Saba is a global leader in next-generation cloud solutions for talent

management. The company helps organizations transform the way they work by

enabling the continuous learning, engagement and development of everyone in

their people network, including employees, partners, and customers.

Responsibilities:

. Complete understanding of the QA process and methodology, SDLC, Defect

Tracking processes, and etc.

. Created Scenarios and performed scenario based testing. Designed,

updated and reviewed Test Cases.

. Involved in Functional, System, Integration, Regression and User

Acceptance testing.

. Created test data, executed test cases & test interface.

. Logging and tracking defects in JIRA that include business impact and

track testing progress.

. Understanding the User Stories.

. Participating in Sprint Planning, Review, Introspection and

Retrospection meetings.

. Attending the daily Scrum call.

. Performing functional, Regression tests as per testing standards and

process mentioned in test plan.

. Bug grooming in every sprint.

. Giving K.T to the new resources on project.

. Attending weekly QA status meeting.

. Co-ordination with development and testing team.

. Analyzing Test Results and creating the Bug Reports.

. Defect tracking through JIRA

Saba Software, Inc. - Lexington, MA

July 2000 to May 2010

Application/Customer Support Engineer 2nd tier

Provides critical first and second line client-side support for Saba

meeting and Saba People Cloud, JAVA and Web based product to internal and

external customers.

. Responsible to provide first and second line web based application

technical support for customers, prospects, partners, demos, internal,

field

. Strong ability to troubleshoot customer issues for Saba meeting web base

product (client installation, domain configuration, Voice over IP,

Application Sharing, Uploading Content and Text chat and Centra Telephony

troubleshooting etc.)

. Improve customer satisfaction through delivery of excellent and timely

support

. Knowledge of new technology, market place, industry and competitive

products

. Assisted in employing new, creative, and innovative methods to deliver

technical support

. Work cross-functionally with other groups and participate in the

development of fellow Support Engineers

. Provided technical customer help documentation for Web delivered

Knowledge Base articles

Environment: MS SQL Server, Visual Source Safe, Windows 2000 Professional,

.Net3.0, ASP.Net, C#, Java Script, XML

Lanop Inc - Waltham, MA

Feb 1997 to June 2000

Health Care is committed to providing the health care community with

innovative solutions, based on

diversified technologies, that help improve the quality of life.

Responsibilities:

. Participated in analysis of Business requirements, functional

requirements and other development documents.

. Interacted with clients to determine User requirements and goals.

. Developed Test Plans, Test Cases and Test Scripts for System and UAT

Testing.

. Performed Black box testing, Functional testing, Integration testing,

Regression testing, and System testing.

. Implemented Regression Testing after every new build using QTP.

. Validated the data by using SQL queries extensively.

. Developed Test Summary Reports and Defect Tracking reports using Test

Director.

. Participated and Organized weekly meetings and walkthroughs to improve

the testing effort and reported to QA Lead/Manager about the

proceedings.

Environment: Windows XP, Oracle 9i, SQL

Education:

Bachelor of Science University of Massachusetts, Lowell, MA ( 2+ years

Medical Technology towards)

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