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Customer Service Management

Location:
Bengaluru, KA, 560001, India
Posted:
January 26, 2017

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Resume:

SHM Email-id:acyhq0@r.postjobfree.com

Summary:

** ***. ** ************ ********** in Information Technology (IT); 11 yrs. in Accenture – Currently working as Associate Manager.

4+ yrs. in Functional Testing – 2 yrs. in Automation; 2+ yrs. in Manual.

9 yrs. of Mainframe Development and Support background.

Multiple Onshore Experience – 3 yrs. in the USA (Chicago - Aug 2013 to May 2016); UK (Poole).

Extensive knowledge on Development Life Cycle, Testing and Defect Life Cycles.

Good Experience in Automation Testing – Test case identification, Framework design, Automation Scripting and Execution.

Experience in using Automation Tools such as Selenium Web Driver (2.0), Selenium Grid and ALM.

Expert in Manual Testing – Designing Test cases, Test Scripts, Test procedures, Test schedule planning, documentation and Execution.

Extensive experience in using various Testing methodologies such as Functional, Regression, Integration, System, Browser-compatibility and User Acceptance Testing (UAT).

Experience in using various kinds of Defect Tracking tools like ALM and Jira.

Expert in using SQL queries (Toad, SQL Developer) for verifying the database integrity.

Excellent Technical and User Manual documentation skills.

Good experience in Managing Teams ranging from 2 – 17.

Technical Skills:

Testing Tools : Selenium Web Driver 2.0, Selenium Grid, Eclipse

Defect Tracking Tools : ALM, Jira

Operating Systems : Mac OS, UNIX, Windows 7/Vista/95/98/XP/NT

Browsers : Firefox, Internet Explorer, Chrome, Safari

Databases : Oracle, IBM-DB2

Languages : Java, HTML, COBOL, JCL, SQL

Software Methodologies : Waterfall model, Agile

Other Tools : TestNG, Apache POI, Maven, Jenkins

Office Tools : MS Power Point, MS Word, MS Excel, MS Outlook

Other : Mainframe (CICS, VSAM, File-Aid, Xpediter, ZEKE)

Visa Details:

Visa Type : H-1B

Work Experience:

Client : JP Morgan Chase & Co. Sep. 2013 – Till Date

Role : Quality Assurance Lead (Manual and Automation)

Domain : Banking

Project : Payable Web Service (PWS)

The objective is to develop and test a comprehensive and easy-to-use solution for managing disbursement activities, minimizing risk and streamlining account reconciliation processes that can help clients save time, reduce costs and improve customer service.

It's provided through JPMC ACCESS and CCO applications.

Responsibilities:

Leading and managing a QA Team of 3 members.

Prioritizing and Assigning tasks to the team members and taking care of their blocks.

Help ramping up new members on the team.

Selecting Test cases for Automation.

Working on Automation Framework, Developing POM class, TestNG class etc…

Managing gitHub repository.

Preparing Automation related Documents.

Troubleshooting and training new Joiners.

Client : JP Morgan Chase & Co. Oct. 2011 – Aug. 2013

Role : Quality Assurance Lead (Manual)

Domain : Banking

Project : Information Reporting and Information System (IRIS)

The objective of this project was to test loading of all Banking transactions for a given day.

IRIS acted as central repository for all transactions like Checks, ACH etc.…

Responsibilities:

Managed a QA team of 5 members - Prioritized and Assigned tasks to the team members and took of their blocks - helped ramping up new members on the team.

Managed Defects, Release Milestones and Product backlogs.

Managed all the test cases in a central server and keeping them up-to-date amidst changing requirements and product enhancements.

Interacted with Project Managers and Development Lead about release and Maintenance schedules.

Interacted with Developers and Business analysts for resolution of various issues/defects.

Extensively involved in writing SQL queries for verifying the database integrity.

Extensively involved in executing Mainframe batch jobs.

Client : Royal Sun Alliance (RSA) Oct. 2010 – Sep. 2011

Role : Change Management Lead

Domain : Insurance

Project : RSA Change Management and DBA Support

The objective of the project was to configure management and support DBA activities.

Responsibilities:

Direction and leadership of the execution of team work activity.

Budget reviews for the CM activities for all releases.

Constant monitoring of Demand and Supply; team re-sizing when necessary.

Extensive client interaction and onshore resource management.

Identifying risks and escalating before hand.

Live service tickets management; ensure no service level breaches.

Client : Barclays Jun. 2008 – Jun. 2010

Role : Development Lead

Domain : Banking

Project : Sweeping and Information Delivery in CLMP

Customer Liquidity and Management Programme (CLMP) - Online DB2 system having Java front end and daily batch at the back that deals with liquidity management through products like Deposit, Credit Aggregation (CAG) and Pooling.

Sweeping is the physical movement of funds between two accounts, triggered when a pre-defined balance condition is met. Rules for the sweep are held against the account nominated as monitored account and it is the balance of this account that is used in conjunction with the rules to determine whether or not a sweep is performed.

The Sweeping proposition allows for sweeping between accounts domiciled in Barclays or at any financial institution connected to SWIFT, worldwide.

“Information Delivery” is an extension to the existing statement generation where in the customer are allowed to opt and receive the statements in different electronic formats like CSV, Fixed and XML in addition to the existing Paper and PDF formats.

Responsibilities:

Direction and leadership of the execution of team work activity.

Designing, Coding, Reviewing of Mainframe application.

Extensive client interaction and onshore resource management.

Identifying risks and escalating before hand.

Live service tickets management; ensure no service level breaches.

Other Experience:

Started career as Mainframe Developer, worked for various Clients across Projects/Domains. Also been part of Production Support Team addressing live Incidents, Problem Records, Change Requests and Implementations.



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