Customer Service Test Cases

Amar Misra

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

Phone: +1-706-***-****

Experience Summary

More than 14 Years 1 Months of experience in Software Testing, both Manual and Automation testing with good exposure to Software Development Life Cycle and quality related processes.

Working experience in Agile (Using Rally)

Working experience in Rational Quality Manager 5.0

Strong working experience in HPQC

Deft in handling Manual Testing, Functionality Testing, System Integration Testing, User Acceptance and Regression Testing as well as defect and test environment management, planning walkthroughs and reviews.

Functional experience includes Telecom Applications, Web Applications, CRM and Management applications on Windows and Unix based platforms includes in JAVA, J2EE and .Net architectures.

Experienced in publishing Master report from Quality Center to MS share point.

Having 2+ years of experience in QTP11.0 (Quick Test Professional) and HPQC (Quality Canter)

Having 2+ years of experience in BPT Components (Business Process Testing) for mainframe and window based application.

Experience on BPT Frame work design and Implementation

Experienced in publishing Master report from Quality Center (HPQC) to MS share point.

Responsible for team management, appraisals, effort estimation, task allocation & monitoring and client status reporting.

Experience in Defect Tracking and Reporting using bug-tracking tools such as ITSM and Bugzilla, Serena and JIRA Enterprise Edition.

Involved in Daily Status calls and Release Jeopardy status reporting with client.

Experience in creation and execution of Testing Processes, Test Strategies, Test Plans, and Bug documentation.

Experience in developing Test Cases using Requirements, Use Cases and Design documents while specifying Testing Overview, Approach, Strategy, Scope, Roles and Responsibilities.

Having good exposure to STLC & SDLC

Technology

Testing

Functional, Static & Dynamic Black box, System, Regression, Retesting, Usability, Exploratory & Ad-hoc Testing

Testing Tools

HP Quality Center(HPQC), QTP11.0, Certify, Rational Quality Manager5.0

Operating Systems

DOS, Windows 9x, Windows NT/2000.

Database

SQL Server

Bug Tracking Tools

QC11, Jira, Bugzilla, ITSM, Serena

Version Control Systems

VSS-2005,CVS

Qualifications

Degree

Year

University

Master of Computer Applications

1999-2002

Agra University

Bachelor of Science

1995-1998

Kanpur University

Assignments

Project

Current Location:

myAT&T OLAM UAT

Plano, Texas (USA)

Customer

AT&T Inc.

myAT&T is Post sale Online Account Management (OLAM) Self-help site. MyATT handles customer base of 60 million users with average 2 million transactions per day. MyAtt is for Wireless Consumers, Uverse, Wireline Consumers and Small Business. MyATT empowers customer to perform most of the activities online which includes – Manage services online, view Bills, Payments, View Usage, Manage Profile, Manage Features, Shop, Support & etc.

As a myAT&T OLAM Test team we are responsible for the System testing of myAT&T OLAM Application in PIE (Partially Integrated environment). Our team is responsible from providing estimates till Go live in production. AT&T works in 4 months release cycle and will release new projects and enhancements in each release, myAT&T OLAM Test team of Tech Mahindra follows whole SDLC and Defect life cycle for each release for the new projects and enhancements released by AT&T and perform the System testing of myAT&T OLAM Application.

Period

Feb 2012 till Date

Role

Manager Testing

Responsibilities

- Responsible for Test Planning for the entire UAT releases including NE, Regression, Rapid deployment (RD’s) and Red Hat deployment. Functional and content for Client AT&T – Module : My Srevices

Performing/Following Agile/Scrum Testing methodology

Attended all project related Agile (Elaboration and Grooming calls etc.) calls to understand scope, Risk Responsible for test execution on daily assignments for the team and reaching the targets.

Develop testing programs that address areas such as database impacts, software scenarios, regression testing, negative testing, error or bug retests, or usability.

Participate in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems.

Review software documentation to ensure technical accuracy, compliance, or completeness, or to mitigate risks.

Proactively define and monitor project issues and risks and develop mitigation plans for jeopardy (If any).

Involved in Test Execution on web and Mobile device and Tablets – Involves GUI Functional and content changes.

Co-ordination between different application and testing teams involved.

Attending defect resolution meetings with the development teams, data team and working towards bug resolution.

Reporting the bugs in QC and Prepared reports using Quality Center and responsible for the all opened defects till the closer.

Track progress of the projects and deliverables and regular Master report generation to share point and sending email to stakeholders on daily basis.

Responsible to conduct daily Onsite and offshore sync up calls.

Onsite offshore co-ordination for the assigned projects.

Always part of defect analysis, UAT, PVT and warranty support testing for all assigned projects.

Responsible to conduct trainings and groomed the new team members joined in the team.

Testing Type: Integrated System testing, Regression testing on web and all assigned Mobile Devices and tablets.

Project

CSG-ODC

Customer

CSG-Systems (Cable System Group), Omaha, United States

CSG’s Advanced Convergent Platform (ACP) ensures that you can offer all of the services your customer’s demand--from multi-channel TV to high-speed Internet to digital voice and IP services with a single billing and customer care solution, which includes many applications within. At Offshore we are responsible to test CCS (Cable Control System) and Advanced Customer Service Representative (ACSR) applications Ad-hoc, system and regression testing. These software programs let you manage customer care and billing functions for your business. The program lets you control a wide range of customer service functions, including order processing, sales support, inventory control, trouble calls, scheduling, and communications. ACSR provides easy access to customer account and billing information from a single workstation. The program features a customized reference library, e-mail, and a news bulletin board for sending messages to all workstations.

Period

Aug 2008 till Jan2012

Role

Team Lead

Responsibilities

- Client Management i.e. Client Participating Planning Meeting, Daily Scrum, Mid-week Check Point and weekly Retrospective meeting

- Performing/Following Agile/Scrum Testing methodology

- Hands on experience on design/develop and maintain test automation frameworks especially Hybrid framework.

- Converting manual BPT components to automated components and Performing Unit testing.

- Collaborate with peers and the leadership team on process improvement ideas, policy and procedure enhancements and opportunities to improve the customer service experience

- QTP scripting Mainframe screen using Terminal emulator

- Ensured Knowledge transfer to other team members.

- Developing BPT Components for text files generated from mainframe reports.

- Creating the Object Repositories.

- Conduct Functional and Regression testing using QTP 11.0 and QC 11.0.

- Executing and monitoring daily smoke test for ACSR application.

- Provide leadership to junior and senior engineers, understanding how to leverage and enhance their current skills

- Reporting Defects and verifying fixes in ITSM 6.3.

- Execution and Review of scripts in Quality Center 11.0.

- Responsible to prepare Effort estimation and assignment of each iteration work as part of Agile Model (Scrum Methodology).

Project

LASR (Local/Access Service Request System) – AS (Archiving System)

Customer

AT&T, USA

Period

Jan 2008 – July 2008

Description

The Local Access Service Request System (LASR) is an application that contains functionality for processing Local Service Requests (orders) received from Competitive Local Exchange Carriers (CLEC). It is part of AT&T’s Operational Support Systems (OSS) and is accessed through a graphical user interface (GUI). Service Representatives in Local Service Centers (LSC) use LASR GUI to view and manage requests. If request generated by the CLEC is un-processed for 2 years then that request will automatically archived. Archived LSR(s) shall be purged after 3 years from the archived date in all states. Only archived request will be displayed in separate HTML format in LASR GUI.

Roles & Responsibilities

Team Lead

- Preparation and review of Test Cases

- Participated in daily tracker meeting

- Regular Interaction with the client for daily progress of testing activities.

- Responsible for successful and on-time delivery of business solutions

- Executed TechM Internal Processes and performed quality review of the defects logged.

- Publishing DSR(daily status report) to onshore counterpart & project stakeholders.

- Involvement in defect logging and tracking.

- Maintaining Issue log

- Coordinated with onsite team for issue resolution

- Single point of contact between on development, deployment and testing teams.

- Test management, Team Management.

- Work Allocation to the team, monitoring the test deliverables.

- Obtained customer acceptance on the test cases, test specification, test report, defect report.

- Provided direction to the team member.

- Ensured that complete defect life process is followed in the project.

- Ensured that all the defects have enough information to reproduce it, all necessary evidences are captured etc…

- Sending different types of test execution and defect reports to test/developer manager.

- Monitoring the defects fix progress.

Solution Environment

Windows 2000 (Professional), Windows XP, QMF 7.2, MQC 9.0.

Project

AT&T OSP Records Clean-up

Customer

ATT-APEX, U.S.

Period

July 2007 - December 2007 (6 Months)

Description

AT& T has wire centres (WC) for their telecom service in USA. They are maintaining online system in order to track as well as correct all the wire centres where ever is required. For that purpose they are using tools Opti NT and DMT. Opti NT is an intelligent record keeping system designed for AT&T where as DMT is a Database Management Tool. Issue Management System (IMS) is used for reporting all the escalations.

Responsibilities

Member of the Quality team

- Preparation and review of Test Cases

- Involvement in defect logging and tracking.

- Maintaining Issue log

- Responsible for successful and on-time delivery of business solutions

- Took ownership of critical deliveries.

- Executed TechM Internal Processes and performed quality review of the defects logged.

- Coordinated with onsite team for issue resolution

- Monitoring the defects fix progress.

Solution Environment

Windows XP/2000, Java JSP, DMT (Data Management Tool), Opti NT, IMS (Issue Management System)

Project

IVO Bank

Customer

Swiss One, UK

Period

Jan 2007 – Jun 2007

Description

Swiss One is launching a new, UK domiciled, internet payments bank in July 2007. The primary goal is to become the leading payments bank on the internet. Swiss One offers online consumers and merchants a wide range of highly automated and cost efficient methods of managing ‘e-money’ securely, underpinned by a comprehensive and rewarding loyalty programme.

Roles

Team Lead

Responsibilities

- Assign task to all Testing Team members and ensure that all of them have sufficient work in the project

- Ensure the timely delivery of different testing milestones

- Obtained customer acceptance on the test cases, test approach, test report, test specification, defect report.

- Ensure tests are conducted as per test specification, report status to the offshore QA manager.

- Ensured that complete defect life process is followed in the project.

- Responsible for successful and on-time delivery of business solutions

- Took ownership of critical deliveries.

- Executed TechM Internal Processes and performed quality review of the defects logged.

- Ensured that all the defects have enough information to reproduce it, all necessary evidences are captured etc.

- Test efforts estimation

- Daily Status Report

- Monitoring the defects fix progress.

Solution Environment

- Swiss One Online Banking Web Application, Browsers IE 6.0, Defect Tracking tool, Windows XP/2000 Operating System, Pentium4 desktop machines with 512 MB RAM.

Brick Red Technologies Pvt. Ltd, Noida

Project

Work Flow Management

Customer

Handy Soft(BizFlow), USA

Period

Jan 06– Dec 06

Description

The Strategic Choice for Business Process Management (BPM), is design to automate the business processes in an electronic workspace, the functionality including Process Analysis, Process Definition Design, Application Development and Organizational management from one source. BizFlow design and management components are integrated through BPS, including Process Designer and Forms Designer, BizFlow's powerful design tools and it’s developed by Handy Soft Corporation (USA).

BizFlow primary components are BizFlow Process Studio, Process Designer, Process Analyzer, Forms Designer, BizFlow Web Client, and BizFlow Workitem Handler (WIH).

Roles & Responsibilities

Sr.QA

- Understanding the client requirements and project functionalities.

- Writing and Execution of Test Cases.

- Involvement in defect logging and tracking.

- Maintaining Issue log.

- Interaction with the development team for a better understanding of the application

- Client Interaction.

- Obtained customer acceptance on the test cases, test report, defect report.

- Monitoring the defects fix progress.

- Prepared scenarios, test plans and developed general test cases.

- Generated sign-offs from the clients/business for various test artefacts.

- Executed test cases and verified actual results against expected results.

Solution Environment

Windows 2000 (Professional), Windows XP, Windows Server 2003 Active Directory, MS SQL Server 2000, JDK 1.4.2_08, Tomcat 4.1.31, web-logic portal

BEBO Technologies Pvt. LTD, Chandigarh

Project

Deal Snap – Car Dealership Management

Customer

Five Square Inc., USA

Period

Dec 2004 – Dec 2005

Description

Five Square Inc. is a car dealership company in California, which is big player in car dealership. Presently they are involved in making web based Car Dealership Management System, which they call ‘Dealsnap’ and this product is being used by Anderson Honda, Chevrolet etc. Application contains 5 modules of Admin, Sales, CRM, Desk Managers, F&I Manager and Inventory. This Product has excellent capability of integration with DMS (DEAL MANAGEMENT SYSTEM) of Car manufactures. The application has excellent features of CRM, Powerful Desking, Inventory, menu based F&I and have facility for ‘Quick Quote’. The complete project is Inventory software for dealing in cars. It is such an extensive application that a sales person can create individual accounts for the customers and the complete record of his communication with the customer is kept save.

Anderson Honda, Courtesy Chevrolet and Any Town motors are its current clients, and using this software for their business processing.

Responsibilities

Member-Quality-Engineering

- Understanding the client requirements and project functionalities.

- Writing and Execution of Test Cases.

- Involvement in defect logging and tracking.

- Obtained customer acceptance on the test cases, test report, defect report.

- Monitoring the defects fix progress.

- Logging the defects in Bugzilla tool.

- Participated in daily tracker meeting

- Responsible for successful and on-time delivery of business solutions

- Took ownership of critical deliveries.

- Reporting progress at regular status report meeting with higher authorities

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