Manager Customer Service
Resume:
Zulekha Rabbani
********@*******.***
SUMMARY
IT Technologist and Software Quality Assurance (QA) with proven track record of managing daily operations under diverse environments. Areas of Expertise include, IT and business alignment, systems standardization, systems support, performance and productivity improvement along with procurement and vendor management. Encompass strong customer service, business and communications skills with the ability to deliver speed to market solutions for business.
PROFESSIONAL EXPERIENCE
Consultant at Wits IT Solutions, Chicago, IL, October, 2016-Present
January 2014 – May 2014,
September 2011 – August 2012
QA/IT Analyst
Quality Assurance Analyst providing cost effective solutions
Application models designed/developed in Java Technology with Oracle backend solutions.
Performed hands on testing, technical and functionally developed applications.
Responsible for supporting implementing Q/A practices within given product and project coordinated defect management.
Responsible for defining test strategies and testing approaches for given product/project.
Participated in meetings with development teams to monitor overall QA progress.
Responsible for designing and executing test plans, test cases.
Responsible for executing SQL queries for backend testing.
Worked on projects including system setup, install, configure and manage.
Remotely assist customers with technical issues as needed.
Imaging laptops.
Aon/Hewitt Corporation, Chicago, IL, July 2014 – March 2016
QA and IT Professional Support analyst
Involved in Identity and Access management portion of testing for Workday project.
Responsibilities include testing, validations, data mining, and entering results in Quality center under test lab for the different rounds.
Wrote use cases and test scenarios for Global termination process
Responsible for resolving Identity management related issues in Remedy and Service Now.
Troubleshoot issues with profiles for new and current end-users in data stores such as Active Directory, Novell Identity Manager, and Oracle Waveset.
Used tools such as Softerra LDAP browser, Novell iManager and Squirrel SQL client to analyze and rectify data synchronization issues with user accounts in multiple data stores.
Manage incident resolution from start to finish, including triage with and status communication to end-users, as well as coordinating work with other internal teams when their assistance was required for implementing solutions.
Used Squirrel SQL client to display and update records.
Well verse in troubleshooting multi-systems and multi-platforms regarding end user’s common and in-depth technical issues.
Involved in Change Management Requests for IDM team from creating requests to approvals, implementation and closing. Lead relevant change requests approvals by answering any concerns. Worked with developers/requestors to understand the changes in depth.
Bank of America, Chicago, IL, August 2012 – June 2013
System Analyst (Oracle Identity Manager / Access Center of Excellence Analyst.
Oracle Identity Manager to manage user access privileges across all of this firm's resources.
Assist employees for Oracle Identity Manager for access privileges to job resources in MS Active-directory Domains & Group services, Windows servers, and Mainframe systems.
Utilize Active-Directory extensively to get the employee the access groups and memberships.
Help banking employees, data-base programmers and developers to get the correct resources on mainframe systems.
Assist with Access Reviews issues and use of ARM (Access Request Management).
NORC at University of Chicago, IL, April 2008 – April 2011
Technology Specialist
Provide in-house IT support and troubleshooting to multiple departments, including in-house call center, Field Interviewers and Field Management staff within a Windows environment.
Handled Inventory Management, Asset Management System and Citrix based applications.
Managed Help desk system “Footprints” and established processes to ensure SLA’s are met.
Documented support processes so standards support model is established across the board.
Implemented QA established rollouts for software to ensure it is ready for next phase.
UHLICH, Chicago, IL, August 2007 – February 2008
IT System Administrator
As an IT System Administrator provided technological and business solutions. Implemented Enterprise hardware and software rollouts.
Manage, Maintain and Configure Servers, Software Application Installation, Pre and Post support along with documenting the environment managing the process end to end.
Work on Ghost Server for imaging the PCs and laptops.
Use Update Expert and Veritas Exec. Servers and workstations are patched weekly.
HOBBIT, Chicago, IL, June 1997 – July 2007
IT Administrator
Identified, Evaluated and Prioritized customer incidents and complaints.
Desktop computing support including installation, maintenance and support of personal computers, software, printers and other network peripherals.
Installed and Monitored Enterprise Windows NT servers and Windows workstations
Worked on three airline reservation systems, SABRE, WORLDSPAN and APOLLO
EDUCATION
Masters of Science: Information Technology
DePaul University, Chicago, IL
TECHNICAL SUMMARY
Software Applications –Oracle Identity Manager, Access Request Management System, Active Directory, MS office2010/2007/2003/2000/97/95,Citrix AMC terminal server management, Cisco VOIP phone and Cisco Manager and communicator Service Now, Remedy, Sysaid, Footprints, Maximo, VPN, Microsoft office communicator, Softerra LDAP browser 4.5, Lotus Notes, Novell iManager, Oracle Waveset. Squirell SQL Client. Sabre, Apollo, Worldspan.
Testing Tools – HP Quality Center v10,HP ALM -Quality Center 11
Methodologies – Agile, Waterfall
Languages – C, SQL
ACHIEVEMENTS
AON Empower Results Trophy for Service Excellence –Global IDM Deployment,2014
Employee of the month, UHLICH, Chicago, IL for the month of December 2007
Letters of Appreciation for superior service provided by clients
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