Engineer Customer Service

Aparna Sambaraju

Sunnyvale, CA 408-***-**** **********@*****.*** www.linkedin.com/in/aparna-sambaraju

SUMMARY

To excel in the dynamic and intensely competitive field of information and technology by utilizing my interpersonal, technical, problem-solving, logical and analytical skills.

WORK AUTHORIZATION: US Citizen

SKILLS

Experience in VOIP, eCommerce and Cloud based technologies

Exceptional team player, self-starter and ability to work independently and work cross-functionally

Extensive Software testing skills in Functional, Integration, Cross browser testing

Excellent communication and collaborative skills

Excellent REST, SOAP UI and POSTMAN testing skills

Entry-level experience in SQL, Python, Swagger, Jenkins, pgAdmin, Docker, XML and HTML

Experience deploying applications into various environments

Experience working with third party billing tools like Zuora and Logisense

PROFESSIONAL EXPERIENCE

Sr. Software QA Engineer/Team Lead Cisco Systems - Milpitas, CA 2018 – PRESENT

Took on the role of Interim Team Lead, steering multiple priorities and cross-functional collaboration, resulting in seamless workflow with and within the Verification Team.

Navigated concurrent projects for successful deployments in less than 3 months. Drove release cycles of numerous applications in varying environments, including QA, SI, BETA, and Production.

Served as the QA point of contact for development and product teams as well as the point of contact for SOAP UI testing in all environments, including functional, regression, and integration test cases.

Played a key role in optimizing product design, development, and deployment, working closely with product, UX, development, and DevOps teams while contributing to test plan, test strategy, PRD, and FS meetings.

Sr. Software QA Engineer BroadSoft, Inc. - San Jose, CA 2014 – 2018

Rapidly acquired API testing strategies, collaborated with the application developer, and shared knowledge with other teams, directing a smooth release cycle.

Liaised with IT leaders and a third-party billing company to identify, analyze, and troubleshoot issues with a billing interface. Introduced the product delivering optimal user experiences.

Critical in executing functional and regression release cycles by completing test cases and building the XML and payloads for API tests.

Sr. Software QA Engineer/Team Lead Symantec Corporation – Mountain View, CA 2011 – 2014

Took charge of QA for all product launches, coaching teams in the U.S. and India through assigning tasks, ensuring on-time delivery, and supporting testing through a lead-by-example approach.

Elevated the end-to-end testing of products to be launched on the eStore, supporting global enterprise functions across merchandising, order management, customer service, and electronic fulfillment.

Minimized product issues and risks by documenting test cases and test plans as well as using different bug tracking tools such as JIRA, eTrack, and Remedy (BMC tool) to report issues.

Ensured scalability through end-to-end testing of products on different browsers, such as Internet Explorer 7, 8, and 10 as well as Firefox and Google Chrome.

Continues…

PROFESSIONAL EXPERIENCE CONT.

Sr. Software QA Engineer with Symantec Corporation…

Validated and deployed eStore data using Time Travel and TeamSite and utilized the ENCORE tool to check orders, leading to improvements in user experiences.

Decreased the number of days for the entitlement and renew of products by using APIs in SOAP UI to simulate and expedite electronic product purchases.

Led functional, UI, and regression testing for the eStore application, performing product installation testing on mobile devices and product installation on Virtual Machines based on requirements.

Optimized product acquisition, renewals, indirect renewals, and upgrades through working closely with offshore and onshore teams across product, program, and project management.

Sr. QA Engineer Tivo, Inc. - Santa Clara, CA 2011

Governed test development processes for this leader in entertainment, evaluating product features for web and cable Smart DVR platforms.

Leveraged advanced device testing to test nightly builds and work with developers to efficiently reproduce bugs that would affect customer experiences.

Drew on recent feature updates to edit existing test cases, ran test cases, and filed issues using the bug tracking tool Bugzilla.

Sr. QA Engineer Google - Mountain View, CA 2006 – 2011

Pinpointed customer-facing issues in early phases of testing, employing a keen eye for detail and localization, regression, functional, and integration testing.

Managed manual and automated testing for of Google Toolbar from development to production servers and participated in all the experimental, organic, and OEM releases from Toolbar version 4.

Hand-selected from the Google Toolbar team to start working on device testing for Chrome. Tested firmware, BIOS, and automatic updates of the Chrome OS on different partner devices.

Headed automation initiatives across word find and side-wiki features in Python and Toolbar features in Eggplant that can run on different platforms and in different languages.

Upgraded browsers and servers, ran semi-automated tests for hardware qualification, and filed issues on open source and internal bug tracking systems.

Support Engineer IP Unity - Milpitas, CA 2005 – 2006

Charged with handling both customer and in-house issues within 6 months of onboarding through addressing and escalating customer calls per top tier service standards.

Supported customers with using WebEx to log in to their systems and directed customers to help pages relevant to their queries.

Collaborated on installations and upgrades of the unified messaging application on lab and in-house systems. Maintained in-house servers with the latest releases.

As the point of contact for all in-house issues and patch applications, streamlined the latest patches to be released to customers.

EDUCATION

MASTER OF SCIENCE in Computer Applications

BACHELOR OF SCIENCE in Mathematics, Statistics and Computer Science

Osmania University - Hyderabad, India

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