Customer Service Quality

Khaja Mohammed

EMAIL:**********@*****.***

PHONE: 647-***-****

Professional Summary

INFORMATION TECHNOLOGY PROFESSIONAL WITH 7 YEARS OF EXPERIENCE IN SOFTWARE

TESTING AND QUALITY ASSURANCE PRACTICES IN SOFTWARE DEVELOPMENT

APPLICATIONS FOR BANKING, TRADING, FINANCIAL, SECONDARY-MORTGAGE,

INFORMATION MANAGEMENT AND E-COMMERCE INDUSTRIES. POSSESS STRONG LEADERSHIP

AND SUCCESSFUL TEAM BUILDING CAPABILITIES AND EXCELLENT TECHNICAL,

COMMUNICATION, PRESENTATION, AND CUSTOMER SERVICE SKILLS.

. 7 years of experience in Testing software applications, with major

emphasis on Software Quality Assurance Life Cycle, Verification and

Validation and Functional Testing in Web, Windows, Mainframes and Unix

Environments

. 7 years of experience in testing for User Management, Authentication,

Authorization, Session management, Data Protection, and Data Validation

. 6 years of experience in testing Security features of different

applications

. Hands on experience in performing GUI, black box, back-end, front-end,

functional, integration, regression, end to end, performance, load,

stress and user acceptance testing

. Hands on experience in both manual and automated testing using structured

Testing Methodologies and Automated Testing Tools like WinRunner, Quick

Test Professional and LoadRunner

. Experienced in enhancing automated scripts and manual test cases

according to the functional and business requirements

. Performed testing on Web based, Client/Server and Mainframe applications

using tools like WinRunner, Quick Test Professional, LoadRunner and

Quality Center (Test Director)

. Performed Regression testing using automated tools like WinRunner, Quick

Test Professional and Rational Robot

. Aptitude to handle multiple projects with competing priorities and an

admirable team player

. Exceptional Communication & Analytical skills

Skills

TESTING TOOLS: Programming Languages: C, Operating Systems:

WINRUNNER, C++, VC++, TSL, PL/SQL, Java, Mainframes (MVS, TSO,

LOADRUNNER, RATIONAL JDBC, Java Beans, Java SPUFI, File-Aid and

ROBOT AND QUICK TEST Script, Servlets, ASP, .Net, IMS), UNIX, Linux,

PRO 8.0 JCL, Visual Basic, VB Script, Windows 95/98/XP/

Defect Tracking HTML, DHTML, XML NT4.0/2000 and OS/2

Tools: Test Director, RDBMS: Oracle 7, 8, 9i, 10g,

Quality Center, Issue DB2, MS Access, SQL Server

Tracker, Bugzilla, 6.5 and MS SQL. Packages: Microsoft

PVCS Tracker, Other Tools: UML, Rational Office (Word, Excel,

Rational ClearQuest Unified Process and MS Visual Project, Power Point,

and Track Record. SourceSafe VISIO) and Adobe

Professional Experience

CREDIT ADJUDICATION SYSTEM, SERVUS CREDIT UNION, ALBERTA

June 2012 to Present

Quality Assurance Analyst

Java, Java Script, HTML, DHTML, XML, SOAP, IBM Websphere, Oracle8i/9i, SQL,

Toad, Windows XP, Quality Center 9.0, Issue Tracker, MS Office

The application is for Internet instant credit card approval thru web or

thru phone. An individual can apply for a credit card online through the

Website by entering the required details, or call the customer service thru

phone. Upon satisfying the required conditions (i.e., credit score and

credit history and annual income) the credit card will be approved or

denied. If the Credit card is approved then a welcome kit is released to

the member thru the mail and the credit card is sent within 10 days. Worked

as Software QA Analyst involved in testing Credit Card processing system.

. Created detailed Test Strategies and Test schedules for the Credit

Adjudication project

. Created detailed Test Plan, Test Scenarios and Test Cases for System,

Functional, Integration and User Acceptance Testing

. Organized Test plan and Test scenarios coverage reviews with internal

and external teams

. Interacted with both technical and non technical End users and Vendors

. Organized multiple brainstorming sessions with business team and

business sponsor's to understand the business logic of the application

. Involved in Design and Development of Defect Tracking Process with

proper Priorities and Severities Levels in Mercury QualityCenter

. Generated test status reports using Mercury's QualityCenter to report

to the Project Management team

. Performed extensive Black-box & back end testing using SQL scripts as

part of the overall Testing strategy

. Performed Functional, System, Integration and End-to-End tests during

different phases of testing to ensure the applications readiness

. Performed testing to validate the application functionality using

Worked with RRSP, RESP, Registered and non-registered accounts

. Independently handled both Functional and Integration testing in on

all Vanguard components

. Interfaced with development team and business team to identify bugs

and retest fixed bugs as part of the regression testing using Quality

Center

. Responsible for Performance, Load, and Stress testing using Mercury's

Performance Centre

. Involved in complete Defect Life cycle focusing on addressing the

defects to closure

Data Conversion & Migration, Enbridge Gas, Alberta

Feb 2009 to May 2012

Quality Assurance Analyst

Java, EJB, Java Script, J2EE, Weblogic, Oracle8i/9i, Toad, Windows

2000/2003/XP, LoadRunner 9.0, MS Office, Quick Test Professional 8.0 and

Quality Center 9.0

. Created detailed Test Plan, Scenarios and Test cases according to the

Business/Functional requirements.

. Interacted with both the Business and Development team on a day-to-day

basis.

. Created Risk assessment documents for both project and testing.

. Organized test scenarios and test case reviews and updated them

accordingly.

. Identified test data based on test scenarios and test cases and provided

the data requirements to the DBA.

. Performed data verification on the received data in test database.

. Organize TRR test readiness review to check if all the required tasks are

completed as per Test Entry Criteria.

. Performed Sanity, Security, Functional, Cross Browser, System

Integration, End-to-End and UAT Testing.

. Used Quality Center 9.0 for Test Management and Defect Tracking.

. Reported Defects/Issues to the development team with proper priorities

and severities using Quality Center.

. Used Quality Center to generate Planning and Execution status reports.

. Created Final execution and defect status reports by incorporating test

and defect metrics.

. Regression testing of interfaces to make sure that existing

functionalities are not impacted by the changes.

. Performed data validation and Data Mapping testing to verify the Database

using SQL queries in Toad.

FCS Project, Winnipeg Transit, Manitoba

Quality Assurance Analyst

Mar2007 - Dec 2008

Microsoft outlook, Java, Java Script, J2EE, UNIX, Oracle, MS Access,

Microsoft SharePoint, Microsoft Excel, Trapeze, Crystal Reports 8.5, Web

Logic 8.1, Windows XP, SQL Navigator, Quality Center 9.2, Quick Test

Professional 8.2 and LoadRunner 9.0

FCS-Fare Collection Project replaces old paper-based fare media such as

paper tickets and monthly flash passes will be fully replaced by electronic

fare media. Riders will be able to load e-rides, e-passes and e-cash onto

new electronic smart cards, and use them to pay for transit rides.

. Worked as a Senior QA in testing the FCS project.

. Performed Gap analysis on the received project documents.

. Created detailed Scenarios and Test cases according to the

Business/Functional requirements.

. Involved in the creation of Test Strategy for NaviGO project.

. Organized testing activities according standard development methodology.

. Organized testing activities as per the test deliverable document.

. Organized test case reviews with the Business analyst and updated them

accordingly.

. Identified testing related risks and updated in Test Strategy document.

. Performed Functional, Integration, End to End and UAT testing for NaviGO

project.

. Performed automation using Quick Test Professional by creating Automation

strategy and Framework.

. Performed Backend testing using SQL Navigator.

. Performed Test Management and Defect Tracking using Quality Center 9.0.

. Provided Status reports to the management by providing test execution and

defect metrics.

Policy & Claims Conversion, CHUBB Insurance, Ontario

Feb 2006 - Jan 2007

QA Analyst

Mainframes (TSO, File-Aid, SPUFI, JCL, IMS) Test Director 8.0, PVCS, Oracle

8, Java, JavaScript, Web sphere, Rational Clear Case, SQL Plus and UNIX

Policy & Claims Conversion involves in the conversion of data from legacy

system to their CHUBB Online web based application. CHUBB Online

application will be used by all the underwriters and customer service

representatives to create, update, maintain policies & claims.

. Developed, documented, verified & maintained Test Plans and associated

Test cases to meet the business requirements as designated by the QA

Manager and approved by the business user.

. Created Test Cases in Excel for Premium calculation.

. Uploaded Test cases into TestDirector and mapped the test cases to Test

sets.

. Organized test sets based on the type of test in the Test lab of

TestDirector.

. Performed manual and automated testing on Ascentus Online application

. Performed Positive, Negative, Regression, Functional, Conversion,

Comparative Inquiry, Integration, System, User-acceptance and Performance

testing.

. Communicated Defects to the development team during testing by validating

the test results.

. Used TestDirector for test management and defect tracking process.

. Mentored and trained other team members in using TestDirector.

. Validate the data mapping and integrity of data in the database by

performing Backend testing using SQL.

. Reported the progress and took initiatives to meet the QA testing

targets.

APPRO Credit Processing System, Bank Of America

May 2004 - Nov 2005

QA Analyst

Appro Direct, Visual Basic, SQL Server, Microsoft Excel, Microsoft Project,

Crystal Reports, Visual Source Safe, LoadRunner and Quality Center

Worked as a QA Analyst for Bank Of America Bank and was responsible for

testing the APPRO Direct Package product. APPRO Package is Business Credit

lending software product extensively used in the credit adjudication

business. APPRO package was used for decisioning the credit card

applications to their customers at BOA Financial, credit and consumer bank.

. Created Test Procedures, Test Cases to check modules Functionality

. Performed Functional and Integration Testing

. Performed automation using Quick Test Professional

. Generated Defect reports using Quality Center

. Performed Regression testing on the new build received

. Updated all the testing documents and stored of QA Audit

Education & Certifications

. BRAINBENCH CERTIFICATION IN SOFTWARE TESTING, QUALITY CENTER

. Masters in Business Administration - Kakatiya University, India

. Bachelor of Technology - Osmania University, India

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