Nishat Azfar
* ***** **** *****, *************, New Jersey 08648
609-***-**** acqehn@r.postjobfree.com
Summary
PROFESSIONAL SUMMARY
Over 8 years of experience in the field of Technical Support and Quality Assurance.
Experienced in analyzing business requirements at different stages of software development life cycle (SDLC) models such as Agile, Scrum
An application support engineer, delivered technical support for software applications and other business technologies
Managed E-Commerce, POS, and Web based applications, business strategy and web site content.
Provide support and identify all issues and prepare appropriate documentation all issues and solutions.
Focused and detail oriented
Ability to adapt in high pressure environments.
Ability to effectively communicate with both our customers' employees and top level executives
and prioritize multiple responsibilities in an always-changing environment
Worked in managing requirements from project inception through execution.
Proficient in all phases of Software Development Life Cycle (SDLC).
Experienced in using SQL queries for data extraction and back-end testing.
Experienced in creating Test Cases, Test Plan, and Test Data. Performed User Acceptance Testing (UAT) working with team members.
Performed unit, application, regression testing
Experienced in Functional and non functional testing
Adept in multi-tasking and handling multiple tasks/projects at the same time.
Skilled in leading teams of diverse backgrounds to make sound business decisions based on analyses of short and long term business needs.
Excellent communication, presentation, client interaction and problem solving skills.
Created documents for validation and verification against business unit requirements.
In depth cross functional experience in online retail business with multiple marketing channels and consumer financing programs
Worked with test teams to develop test scripts and ensure the testing results correspond to the business expectations.
Assisted in creating test plan.
Used Quailty Center to write test case and wrote defects
Managed testing projects in parallel with development; testing completed by the use of multiple software platforms and applications.
Strong experience in developing test plans, build test conditions and test cases, creating test data, analyzing bugs, interacting with development team members to fix defects.
Strong knowledge of business intelligence, data warehousing & business architecture
Employment History
Epocrates, Princeton, NJ Ocotber 2011 – May 2015
Techncial Support Specialist
Install and prepare tools required for proper functioning of website front line applications on regular basis.
Ability to deliver high-quality support to strengthen existing enterprise customer and partner relationships
Coordinate with teams and resolve all complex application and system issues.
Technically supported the applications during Pilot and Production Deployments.
Worked on various modules for performance enhancements.
Logged and Reported Incidents for various issues.
Administer and resolve applications issues, provide updates and perform root cause analysis
Reproduced and qualified technical support issues from customers and worked with appropriate personnel in Engineering for problem identification and resolution.
Developed and maintained strong technical expertise in Epocrates products and those devices and platforms upon which our products function
Developed, executed and documented test plans and test cases.
Gained in-depth working knowledge of iOS, Blackberry and Android.
Logged all incoming phone calls, chat, and emails using SalesForce application.
Responsible for Data mapping testing by writing complex SQL Queries.
Used of SQL queries, VISIO, MS Word & Excel
Worked with leadership team to analyze current SDLC process and recommended process improvements.
Environment: Agile, MS Office, SalesForce, MS Visio, MS Outlook, SQL, Windows 2000/XP/7
Vonage, Homedel NJ Septmeber 2010 – September 2011
Technical Support
troubleshooting hardware or setting up new systems
Provide support and identify all issues and prepare appropriate documentation all issues and solutions.
Diagnosed audio, installation and technical related issues regarding VoIP service.
Interacted with higher level technical groups and engineers to resolve issues.
Participated in training to maintain a high level of product knowledge.
Documented and tracked customer’s problems, requests, actions and troubleshooting performed through customer care tools.
Plan, execute books and implement applications and configuration change procedures to
Answered incoming calls and troubleshot customer facing technical issues over the phone.
Environment: Agile, MS Office, QC (ALM) MS Visio, MS Outlook, SQL, Windows 2000/XP
Adirondack Solutions, Inc., Bridgewater, NJ November 2006 – December 2009
Helpdesk Support Manager
Diagnosed, troubleshot, and resolved client issues with maintenance, installations and upgrades.
Identify and provide resolutions ranging in complexity from medium to high.
Designed, created, and executed manual test scripts.
Executed Black Box, System Integration, and UAT.
Provided weekly status reports to upper management with project progress, issues, and risks.
Opened and managed all support tickets and escalated, as appropriate, to proper developer for resolution. Performed Quality Assurance, verified the corrections, and delivered patches to clients after the bug was corrected.
Used Bugzilla for creating defect tickets.
Trained clients on office policies and procedures regarding helpdesk tickets.
Created QA Analysis and Weekly status reports, including test results by dates, test script summary
Perform root cause assessment and debug all issues on server domain, and availability of applications.
(coverage, pass, fail), Defect Status and Defect trending
Performed Positive and Negative Testing for this application.
Extensively used SQL queries to check storage and accuracy of data in database table
Created Test Cases and developed Tractability Matrix and Test Coverage reports using QC.
Involved in extensive DATA validation using SQL queries and back-end testing
Working knowledge of SQL
Extensively used SQL queries to check storage and accuracy of data in database table
Performed back-end and front-end testing using SQL Querries
Reviewed test cases after requirement changes or enhancements, monitored requirement changes.
Environment: Agile, MS Office, MS Visio, MS Outlook, SQL, Windows 2000/XP
Education & Training
Associate of Arts, Business Analyst, Pittsburgh, PA
Bachelor of Science, Karachi Pakistan
Knowledge of SILK Product
Oracle DBA Certification
CCNA Certification