Customer Service Quality Assurance

Nirvanie Devi Prashad, aka. Vanie

Rockaway Boulevard Ozone Park Queens NY 11416

917-***-**** ****************@*****.***

SUMMARY OF QUALIFICATIONS

Application Support Specialist Knowledgeable and skilled in Application Support, Quality Assurance and System Administration in the Information Technology Industry. Familiar with the full software development lifecycle stages. Self-starter with excellent written and verbal communication skills. Deadline oriented, function well under pressure with outstanding problem-solving skills. Strong computer proficiencies in MS Word, Excel, PowerPoint and Bachelor’s Degree in Computer Science.

TECHNICAL SKILLS

Software Knowledge: BMP, Visual Paradigm, Crystal Reports, JIRA, SQL, CSS, Delphi, Java, JavaScript, HTML, Oracle Apex, Content Management, Joomla, C

Microsoft office suite: Windows, Word, Excel, Access, PowerPoint, Quick Book Accounting, Peachtree Accounting, Computerized Point of Sale, Computer Repairs & Maintenance

Other Skills: Customer Support, Software Design, Web Design, Software Development, Software Requirements, Automated Software, Business Process, Software Troubleshooting, Team Building, Research, Team Leadership, Customer Service, Public Speaking

EXPERIENCE

Application Support

Analyzed business needs and developed detail requirements for software development and prepared functional design specifications, using the Business Process Modeling (BPM) pattern.

Designed workflow processes using Visual Paradigm tool.

Supported, maintained and corrected data-entry errors for different applications and reports.

Responded to end users request through Manage Engine Service Desk plus (MESDP).

Acted as a liaison between the IT department and business users.

Quality Assurance

Project and test leader for projects.

Wrote and executed test cases or procedures manually for in-house testing such as; functional testing, performance testing, and manual testing.

Tested for various areas inclusive web-based applications (Oracle Apex- LRPS, Joomla [CMS], CSS, HTML, XML, XHTML, JavaScript- GRA website) and windows applications (Delphi – TRIPS)

Tracked and identified defects also logged and updated these issues in JIRA.

Set up test data or scenarios for the end-users to test the software.

Completed software documentation, prepared user manuals and trained the end users.

System Administration –Applications

Assigned and maintained user access and privilege for various applications and reports

Troubleshoot with end-users on issues that arise on a daily basis.

Ran ‘stored queries’ (SQL scripts) for applications and reports; based on change request (CR) from different departments within the company.

WORK HISTORY

Guyana Revenue Authority, Georgetown Guyana (2008-2016)

Application Support/ Quality Assurance Specialist/ System Administrator

EDUCATION

University of Guyana, Guyana

Bachelor’s Degree Computer Science (Graduated)

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