QA Analyst

Bhumika Patel

Quality Assurance Engineer

Email Address: ***********@*****.***

Contact Number: 717-***-****

Summary

* ***** ** ******* ********** in Information Technology with emphasis on Quality Assurance of Client/Server, Web based GUI applications systems. Have developed excellent professional skills by working independently and as a team member for Manual and Automated testing of applications.

Specific Expertise

Extensive experience working as QA Analyst.

Excellent understanding of Software Development Life Cycle and Test Methodologies starting

From Project definition to post-deployment documentation.

Exceptional understanding of QA methodologies starting from creation of System Test Plan,

Test execution, Reporting Bugs.

Experience in working with Agile methodology, V-model, Waterfall method.

My expertise spans through Media, Health Care and Insurance Domains.

Extensive experience in manual testing of Client server, Windows based and Web based

Applications.

Competence in writing and executing test plans, test cases and test scripts based on the

Baseline Requirements (BRD), Functional Specifications (FRS) and Design documents.

Proficiency in Blackbox, Functional, Regression, Smoke, Sanity, Ad-Hoc, Integration, End to End, User Acceptance.

Solid experience in Quality Center, Test Director and QTP.

Experienced in dealing with end clients, Developer, coordinating with Business Analyst at various stages of QA life cycle.

Followed up with RTM (Requirements Traceability matrix).

Developed the Test case in tight schedule by doing root-cause analysis.

Attended many peer review meeting and weekly Project Status meeting.

Attended Triage Meeting.

Ability to work in a team environment or independently.

Responsible for meeting Deadlines on time, on Quality Commitments for assigned programs

Or project Deliverables.

Technical Skills

Operating Systems: MS-DOS, Windows- X, UNIX (Solaris)

Programming and Scripting: C, C++, JAVA, XML, Visual Basic, HTML, VBScript, JavaScript

RDBMS: MS SQL, MS ACCESS, SQL Developer

Defect Tracking Tools: Bugzilla, Jira, PVCS Defect Tracker

Connectivity Tools: JDBC, ODBC

Testing Tools: Mercury Quality Center 8.2, HP Quality Center 9.0, 9.2, 10.0, Test Director, Clear Quest,

QTP

MS-Suite: MS-Word, MS Excel, MS PowerPoint, MS Outlook

IBM Tools: Sametime, Lotus Notes

Domain Knowledge: HealthCare, Media and Insurance

Education

MS: MASTERS IN ELECTRICAL ENGINEER (USA)

B.E: ELECTRONICS & COMMUNICATION (INDIA)

Professional Experience

Client: DirecTV part of AT&T /IBM, El Segundo, CA Aug 2014 – Current Project: ECOF (Existing Customers Offers Framework)

Role: SR Salesforce QA Tester (SFDC QA Tester)/ SR manual functional tester

With this project DIRECTV moved all of their commercial customers to SFDC from Legacy system STMS and Siebel. This project enabled agents to access all of customer’s Assets/Programming in SFDC and create Sales and services cases. In addition agents are able to create new sales order in SFDC using java shopping cart widget embedded in SFDC.

Roles & Responsibilities:

Review requirements specifications and technical design documents to provide timely and meaningful feedback

Create detailed, comprehensive and well-structured test plans and test cases

Review Test Plan with Business and other team.

Developed and executed test cases to verify that IT systems meet system requirements

Created test Scenarios and test cases for all of the requirements.

Developed test cases for change request and existing defect fix.

Tracked all of the test cases in ALM and mapped then to requirements to create RTM

Identify, record, document thoroughly and track bugs

Perform thorough regression testing when bugs are resolved

Conducted daily defect calls with development and UAT teams

Validated migrated data in SFDC.

Performed CTI testing with AMC Technology CTI adapter

Performed testing of Java Shopping cart widget embedded with in Sales force.

Assisted Automation team with test data and functional knowledge.

Performed sales force testing for different Roles/Profiles and Permission sets.

Validated Page layouts in SFDC against Mockups.

Performed Compatibility Testing in IE 11.

Performed Open CTI testing in IE 11.

Worked in onsite/offshore environment.

Created Escalation in Siebel (Rio) application and validated Net 360 flow in SFDC.

Validated Dashboard and Reports in SFDC.

Validated Error Message at page layout and field level. (Validation Rules)

Validated Update Field, Outbound message, Email tringle functionality (Workflow)

Validated Approval Process, Permission set

Environment: ALM, STMS, SFDC, Em-utils, Eplan, Lync, Microsoft Office, Avaya CMS tool, Avaya one X tool, Avaya all agent tool, OMS, DWS,SFDC, Jira

Client: DirecTV part of AT&T /IBM, El Segundo, CA FEB 2014 – Aug 2014

Project: Sales Support

Role: SR manual functional tester

Description: Sales Support is the next step for the Sales CRM Unified Desktop platform to support the Sales Support business. This project will give Sales Support agent and/or Sales Support supervisor the ability to handle Sales Support calls in Sales CRM for pending customer accounts\orders (between order placement and service activation).

SS agent will be able to handle general inquiries, search accounts\orders, view advertised marketing material,

Add/remove offers, add/remove consents, change customer profile, collect payment, and submit order and schedule Installation.

Roles & Responsibilities:

Review FSD and SAS document. And Provide approval to TA.

Prepared high level RTM document.

Prepare test cases for Sales support application, different module like create flow (To create new order), Cancel –Create flow (To cancel Previous order and create new order), Modify flow (To Modify existing order).

Prepare test cases for campaign, to apply new campaign based on Data available under SFDC.

Created different test data like Video only order, Video + lifeshield, Video +Bundle Order.

Tested Video SCRM application.

Placed an order in Different Edge system like OMS, DWS, Dotcom, Sales CRM etc.

Validated Jim scripting and RCC/Payment page scripting for different scenario.

Prepare test cases to validate data available under agent dashboard.

Prepare test cases to validate Agent Reskilling scenario.

Developed test cases for SDP/SDR (CR) and executed them.

Tested SCRM Web based application

Uploaded test cases to ALM from Excel.

Executed test cases and reported bug to Development team.

Executed different test cases for MDU restricted, MDU connected, disconnected customer based on Data available in STMS.

Executed Reskilling scenario, and validated Agent dashboard.

Used the Avaya Supervisor Tool to Reskill the agent skill based on agent ID.

Executed IVR/CTI related test cases.

Created Order in Different Edge System Like SCRM, DWS and OMS.

Perform data validation in SFDC for data generated in Front End system

Run the Informatica and SFDC job.

Run the query under Em-Utills and extracted the XML Request/Response for various Transaction in ALM to troubleshoot defect for development team.

Worked as onsite coordinator.

Attended Status meeting daily with offshore team and manage the team of 4 people.

Used soap UI to validate API service request/response.

Validated Cisco/Genesys Routing logic.

Environment: ALM, Sales CRM (Jacada), CTI, IVR, SFDC, Siebel(Rio),Em-utils, Eplan, Lync, Microsoft Office, Avaya CMS tool, Avaya one X tool, Avaya all agent tool, OMS, DWS, Soup UI

Client: DirecTV, El Segundo, CA (Call Center Application) Oct 2013 – Jan 2014

Project: NGCC (Next Generation Call center)

Role: SR manual functional tester

Description: The NGCC Project is about moving cisco agent to genesys platform, and to make sure, the functionality is transparent to an agent. The IVR functionality, CTI functionality, Transfer functionality will work exactly same as before.

Roles & Responsibilities:

Review FSD and SAS document.

Prepared high level RTM document.

Wrote test cases for CRM/CTI, IVR Test cases.

Wrote test cases for different function like Ghost Calls, DNC, Escalation calls, Test Tools etc.

Wrote transfer/conference test cases.

Wrote Skill level transfer test cases, and test cases based on configuration available under LDAP and ICM

Ability to lead from onsite. Onsite-Offshore model experience

Executed test cases and reported defect in ALM.

Environment: ALM, Sales CRM (Jacada), CTI, IVR, SFDC, Siebel (Rio),Em-utils, Eplan, Lync, Microsoft Office

Client: Kaiser Permanente Foundation System, Corona, CA (Call Center application) Jun 2012- Oct 2013

Project: TI Project (Telephony Infrastructure)

Role: UAT / CRM /CTI / IVR tester

Description: The TI Project centralizes Telephony and Interactive Voice Response (IVR) platforms and delivers the technology as a service over the KP network to Kaiser Permanente Customer support agents.

Roles & Responsibilities:

Review SDD document.

Developed test plans and test cases using translating Business requirements (Call flows) written in MS Visio.

Created IVR Test Case for different types of flowchart.

Worked on Clinical and MSCC (Member Service) module.

Worked on global Routing Call flows like Entry Call Flow ex Main entry, Custom Entry, IVR Re- entry.

Worked on Authentication call flow, Routing Call flow and Route Request call flow.

Worked on Different Appointment flow like Appointment Schedule, Appointment Cancel, and Appointment Reschedule.

Prepared Excel sheet for after hour’s message, Close Message, No Input Message and No Match Message for different flow.

Wrote the test cases for Reporting Module for different component like Historical Telephony/IVR Reprots, Nice Reports, Opstel Reports, Knowlagent Reports, RT-NRT Reports, Genesys interactive insight reports, Merced Reports, Enterprise Fax-cisco.

Wrote test cases for Auxiliary Application – Knowlagent, Opstel, Nice, WFM (Workforce management) etc.

Developed the test cases for call center application for Clinical and MSCC (Member service call center) Line of business.

Wrote the test cases for IVR based on Visio Provided.

Wrote test cases for VAD, CTI.

Tested the Frontend CRM application (Chats) – to validate the integration between IVR and CTI.

Executed the test cases for different module like IVR, CTI, Reports etc and tested call center application.

Created testdata to validate the reports.

Logged the defect and track them by using Quality center.

Uploaded test cases from excel to Quality center.

Attended Triage meeting.

Supported business user during execution.

Environment: Quality center 10.0, Genesys, Interactive Insight (Business Object), Knowlagent, Opstel, T Server, Nice, Aspect, Merced, Kronos, Timekeeping, CTI, Pega

Client: Kaiser Permanente Foundation System, Corona, CA (Healthcare Client) Mar 2012- May 2012

Project: PRPC Upgrade/ Pega QA Tester

Role: PEGA Software Tester

Description: The Pega framework consisting of Pega PRPC(Pega Process Commander), CPM (Customer Process Manager), CPM HC(Customer Process Manager for HealthCare), PegaCALL is being upgraded as part of this project to enable Kaiser to remain on the latest Pega supported version and be ready with key system functionality required for the TI (Telephone Infrastructure) Project.

Roles & Responsibilities:

Review CRM LSDD document.

Updated existing Test cases as per new UI changes for different flows for CRM application like Manage MRN, Claim Appeal, Request to Reprocess Claims, Billing and payment Inquiry, Make a Payment, Complaint, KPIF Applicant, Web Inquiry, KANA

Updated existing test cases for IVR and CTI (Computer Telephony Infrastructure), MCK.

Wrote the test cases for Knowlagent, Genesys, Nice, Aspect, Merced and Opstel.

Executed test cases in IE 8/Windows 7 operating system, and compare them with the windows XP Operating system.

Validated the log in, log out, make a call, transfer call, conference call and agent status.

Created the defect in Quality center.

Attended Triage Meeting.

Generated report using Business Object, and validated the data against UI Dashboard.

Review the test cases and scenario with Business users and PMO Team.

Environment: Quality center 10.0, Java (Pega Tool), BO, Production Pega, SQL Developer, Avaya 3904/ 3905, Lyricall, Genesys, T-server

Client: Kaiser Permanente Foundation System, Corona, CA (Healthcare Client) Dec 2011- Feb 2012

Project: MCK Extender

Role: UAT/ CRM (Manual Tester) (IVR Tester)

Description: The purpose of this project is to provide a technology solution for agents with the ability to log-in and share California calls delivered to the Main Queue (6600) in the Member Service Call Center in Stockton. The goal is to deliver calls to Colorado (CO) with as much of the same technology and tools to the agents as possible to look and feel like the agents are located in the Stockton, CA call center. Solution will enable calls to be distributed to the CO hub site until the Enterprise Telephony Infrastructure is implemented.

Roles & Responsibilities:

Review BRD (Business Requirement document)

Wrote test cases for (CRM application) Chats flow and validated composite details

Wrote Test cases for Chats Screen pop UP(CTI-Computer telephony infrastructure) for a call received, Transfer and Conference Call

Wrote test cases for CHATS Soft Phone, MCK Extender/ Hard Phone functionality

Wrote test cases for Voicemail, Survey, IVR Routing logic

Validated functionality of hardphone(Model Avaya 3904,3905) like log out, log in, make busy, not ready mode, ready mode, Transfer/conference of the call using Agent ID and Queue Number

Validated soft phone functionality Transfer/conference functions

Validated Synchronization functionality between chats and Hardphone

Scheduled crystal reports according to parameter.

Created defects, Involved in bug tracking meetings

Worked closely with business users to understand requirement and review test cases with PMO team.

Environment: Quality center 10.0, Java (Pega Tool), BO, Production Pega, SQL Developer, Avaya 3904/ 3905

Client: Kaiser Permanente Foundation System, Corona, CA June 2011-Nov 2011

Project: Multi-File Data Feed

Role: UAT Tester (Manual Tester)

Description: CHATS batch processing assumptions need to be reconsidered in light of the additional data to be processed as a result of CO/MAS deployment and the impact of regional time zone differences. From System perspective, issue is how to best schedule Extract batch jobs efficiently to provide CHATS Reporting Capabilities, to all regions, on time and with no/little impact to data timeliness. Schedule Batch Extract Job to run in multiple cycles) was chosen to proceed.

Roles & Responsibilities:

Wrote the test cases according to multi batch two iteration concepts.

Wrote the test cases for data extraction export and import jobs failure and success email

Created test data and executed test cases

Validated the report according to mock up concept

Tested Boundary value analysis

Scheduled Crystal reports according to parameter.

Created defects, Involved in bug tracking meetings

Worked closely with business users to understand requirement and review test cases with PMO Team

Worked closely with Developer to resolve the issue.

Created Daily, weekly and monthly Report according to parameters

Scheduled reports according to parameter.

Wrote the different scenario for reporting like Filtering, Roll up, Drill down ECT.

Environment: Quality center 10.0, Java (Pega Tool), BO, Merced Reporting Tool

Client: Kaiser Permanente Foundation System, Corona, CA Sep 2010 –May 2011

Project: HP CHATS (Health Plan Contact Handling & Tracking System)

Role: UAT Tester (Manual Tester)

Description: Kaiser Permanente is an integrated managed care consortium, based in Oakland, California, United States, founded in 1945 by industrialist Henry J. Kaiser and physician Sidney Garfield. Kaiser Permanente is made up of three distinct groups of entities: the Kaiser Foundation Health Plan and its regional operating subsidiaries; Kaiser Foundation Hospitals; and the autonomous regional Permanente Medical Groups.

Web Applications Tested:

HP CHATS (Health Plan Contact Handling & Tracking System), The contact center systems CRM application provides the case management for inbound member calls, to Member Services Call Center located in Corona and Stockton in California .It also Facilitates integrated customer service desktop with access to a number of Kaiser Permanente systems and applications to assist member services representatives in first call resolution when responding to customer inquiries.

Roles & Responsibilities:

Interacted closely with Business users to get Requirements.

Created test scenario and UAT Test case for different Regions from the BRD.

Developed Test scripts for Desktop (CRM Application) flows based on defined business/functional specifications.

Performed Smoke, Functional, Integration and Regression for various Modules using Manual scripts.

Developed the Traceability Matrix to ensure comprehensive test coverage of requirements, identify all test conditions and test data needs.

Validated the UI with the requirements by passing dynamic data to the Test script, Such as MRN (Member Record number).

Worked on different call flows like benefit, Claims, General, and Account Info/Update.

Validated the UI with logging in as a customer, member, provider and prospect.

Developed UAT Test Scripts for Authentication, Composite and Handoff Scenario for Tier 2.

Developed UAT Test case to Handoff to Different Department like Claims, Deductible, CSC, Billing, MEMA (Member Administration), PBS (Patient Business Service) and Workroom,who also use CHATS (Contact handling and tracking system)to respond to the service items handed over to them by the member services staff.

Identified Different Handoff Reason in Tier 1.

Identified different Workbasket from Requirement Document and UI.

Prepared the Mapping Document for scenario between Tier 1 and Tier 2.

Prepared the Mapping Document for the attribute from TMS Screen to element in UI.

Prepared the Test data Sheet.

Attended the Review Meeting with business user.

Lead and Guide Team member.

Environment: Quality center 10.0, Java (Pega Tool), SQL Developer, Merced Reporting Tool, TMS, FS, Diamond, Xcelys, Soap UI

Client: United Health Group, Frisco, TX (Healthcare Client) Jun 2009 – Aug 2010

Project: Boeing

Role: Automation Tester

Description: United Health Group Incorporated is a diversified health and well-being company dedicated to making health care work better. UnitedHealth Group offers a broad spectrum of products and services through seven operating businesses: United Healthcare, Ovations, AmeriChoice, Uniprise, OptumHealth, Ingenix, and Prescription Solutions. The main purpose of the project was to provide the insurance plan to their client employer and their family, Drug guide information, health news, etc.

Roles & Responsibilities:

Responsible for development and execution of detailed Test Plans, finding the Defects and proposing a strategy in fixing Defects.

Performed backend testing by writing and executing SQL scripts on Toad.

Responsible for designing and developing high quality data-driven modular Test Scripts in Quick Test Pro.

Recorded the test script using QTP-Context mode and analog mode and imported the test results to Quality Center.

Created the Test Data to parameterize the scripts using Data Driven Testing.

Implemented Checkpoints and Output value in QTP scripts

Use of parameterization to execute the same script for different data input.

Invoked in execution of the Test Scripts for the content –Tools and calculator, Health news, Registration and eligibility, CSAT Modules.

Worked with database support team to verify the registration process.

Verified in the database about the employee account status whether it is active or not.

Verified the Defects after development Team resolved them.

Worked with the Authentication, Authorization and SSO.

Environment: Test Director, Quality Center, TOAD, Oracle DB2, SQL, HTML, QTP

TRAINING

SAP BW with Rave business solutions, OH Dec 2008- Apr 2009

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