Manager Support

M.S. Rangan

Mobile: +91-984******* E-Mail: *********@*****.***

Address: H. No. 56/57, Film Street, Velachery, Chennai- 600042

SENIOR LEVEL PROFESSIONAL

Aspires to pursue senior level assignments in Selenium Testing and Technical Support with a progressive organization that gives scope to update knowledge and skills in accordance with the latest technologies in IT Industry

PROFESSIONAL SUMMARY

A result-driven professional offering 17 years of experience in Technical Support Operations (Email & Chat Support) and Manual Testing

Sound knowledge of JIRA, SQL, Selenium Testing, MS Office 2010, Oracle Databases, Ticket Tracking System (TTS) and so on

Proficient in analyzing information system needs, evaluating end-user requirements, custom designing solutions, troubleshooting for complex systems

Experience in implementing the entire software testing lifecycle including gathering requirements and functional specifications of the Project, preparing Test Data, Reviews, Reporting Bugs and Status of Testing activities to related person

Providing information related to software bugs and defects by collecting, analyzing, and summarizing development & service issues

Acting as an escalation gate to resolve critical issues of the customers; skills in conducting various training sessions for enhancing the performance and quality of service of new joiners

Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes; merit of achieving 100% SLA for team with nil escalation from client as well as achieving awards for rendering excellent services

A keen communicator with honed interpersonal, problem solving and communication skills

ORGANIZATIONAL EXPERIENCE

Sep’19 to May’20 with Thinroot Software Private Limited, Location as Senior Tester

Sep’18 to Feb’19 with Shriram Value Services, Location as Consultant

Apr’07 to Aug’18 with Verizon Data Services (VDSI), India as Senior Analyst

Mar’03 to Apr’07 with TCS (deputation from Aargee Associates), Location as SME

Key Result Areas:

Extending high-end technical support for FIOS data, video & voice and ensuring high customer satisfaction levels through prompt redressal of problems

Ensuring speedy resolution of queries & grievances to maximize client satisfaction levels

Assisting in functional testing of the new system, ensuring that it meets the user specifications; creating test plans and test cases and executing automated test scripts

Working in close relation with Software Developers for discussing issues related to functionality and for the suggestions/plans to improve the quality of the product

Gathering& analyzing data in support of business cases, writing test plans and scripts for tracking defects and fixes in product development, software application development, information systems, and operations systems

Documenting, tracking, and communicating bugs, enhancements, analysis, and unresolved problems

Interacting with clients for requirement gathering, system study & analysis; analyzing functional requirements, creating test scenarios & cases using functional testing tool

Working on resolving the support tickets related to defects like profiles, business or promotional mismatch; identifying root cause of the defect, in-consistencies in the program, functions, outputs, content and so on

Conducting a detailed analysis to find the root cause behind the failures and initiating course correction

Identifying the pattern of occurrence which needs to be fixed are intimated to the development team through JIRA tool; regularly checking the updated status in JIRA and performing embedded base cleanup after changes are implemented

Proactively validating the process to prevent non-occurrence of failures; updating Knowledge Base using Confluence Tool

Key Highlights:

Conducted the root cause analysis of all the recurring issues and reported in prod by grouping them in different categories

Single headedly created more than 100 SRS documents based on clients requirements

Accomplished Spot Award for a couple of times

Conferred with You Deserve Award

Out of 120 tickets, less than 7% of tickets were re-opened therefore ensured the best resolution on every ticket

ACADEMIC DETAILS

B.A in Economics from A.M. Jain College 1996 -1999

M.A. in Public Administration from Annamalai University 2002 -2004

IT SKILLS

Programming Language: SQL

Operating System: Windows10, WIN XP

Databases: Oracle, Remedy

CRM Application: Siebel 7.5

Systems: Atlys, Axys, Oracle, NuT, AMS

Other Tools: JIRA, Quick Filter, Error Management, Ticket Tracking System (TTS), ITIL basica

Hardware: Dell -P IV

PERSONAL DETAILS

Date of Birth: 07th March 1978

Language Known: English, Tamil and Sanskrit

ANNEXUR

ORGANIZATIONAL PROJECTS

At Shriram Value Services:

Title: Shriram Automall India Ltd.

Period: Sep’18 ̶ Feb’19

Client: Motor Vehicle Auction

Role: Team Member

Technical Platform: Programming Language: SQL, Operating System: Windows 10, Databases: Oracle

Description: Shriram Automall India Limited (SAMIL), an ISO 9001:2015 certified company and is India’s first-ever service provider to offer a well-organized and transparent platform for the exchange of pre-owned commercial vehicles, passenger vehicles, construction & industrial equipment, tractors & agricultural equipment, three wheelers and two wheelers. SAMIL is a part of Shriram Transport Finance Company Ltd. (STFC.IN), India’s largest Small Business Finance Company (SBFC) and MXC Solutions India Pvt. Ltd which runs bothCarTrade.com and CarWale.com, India's leading online auto marketplace. Every month, SAMIL conducts over 1000 events through its well-structured physical and online platforms.

Activities:

Prepared SRS document as per the requirements of end users

Performed FUNCTIONAL and Non-functional testing of Automall Applications

Created test cases based on BRS; involved in preparing test data for various levels of testing

Administered the system/process flow to new joiners

Interfacing with clients to gather requirements of the project and updating them on project status

Designed the project architecture and suggested flow of application to the client

At VDSI

Title: SSP Operations

Period: Apr’07 ̶ Aug’18

Business Unit: Verizon Wireline

Role: Team Member

Technical Platform: Programming Language: SQL, Operating System: Windows 10, Databases: Oracle, Tools: JIRA

Description: SSP is an Order Manager System for the overall wire line flow of strategic FIOS products, it takes care of every order save, process and send it to required backend systems in the OSS to ensure that the order get fulfilled and billed as well. There are many systemic and customer issue that makes an order to fallout or get stuck between systems hence delaying the order flow through. Customers end up calling regarding their orders which in turn become a trouble ticket raised by reps to IT. This requires immediate attention to solve them and get the order moving further. This projects primary tasks are to make sure customer issues are resolved within SLA, root cause analysis done to solve the potential or existing such customer base issues proactively.

Activities:

Analyzed the issues, identified the solution and implemented for affected orders, closed the trouble ticket

Investigated pattern of issues and used database queries to gather all affected customers records and fixed the integrity by using SQL

Formulated Test cases from business requirements/function specification documents

Prepared Test Data for various levels of testing

Updated bugs using JIRA bug tracking tool and took follow-ups till the closure

Provided business case based on the issues reported by customers in production to improve both customer experience and business metrics

Enhanced all the operations tools to meet changes in requirements

Conducted Root Cause Analysis of fall out orders and the defects in the system

Troubleshot both System Generated and Rep Generated tickets

Coordinated with Development teams to introduce BOTs to automatically manage the trouble tickets without human intervention

Tested and validated the fixes delivered by Development team before it goes to Prod

Provided live Email & Chat support and managed director escalation mails on issues

At TCS

Title: AWS – 3GESP

Period: Mar’03 ̶ Apr’07

Client: AT&T Wireless, Seattle, Redmond, USA

Business Unit: Telecom Service Provider

Role: Team Member

Portfolio: Verizon Consumer and Business Market

Technical Platform: Hardware: Dell-P IV, Operating System: WIN XP, CRM Application: Siebel 7.5, Databases: REMEDY, Systems: Atlys, Axys, Oracle, NuT, AMS, Tools: Quick Filter, Error Management, Ticket Tracking System (TTS)

Description: The nature of job for 3G Production Support Team has its spotlight in resolving tickets. A ticket is referred to as a problem or an issue which requires immediate attention. It is created when there is an interruption or abnormal termination of data during its work flow. The tickets are stored in a database which is referred as a “Remedy Database”. Siebel triggers workflow which exits out through a middleware called “Vitria” and passes through several back-end systems namely Oracle, Atlys, Numeritrack, Switch manager, Multi Messaging system for its respective functions. Errors encountered in these systems are taken care of and resolved.

Activities:

Worked on query the tickets automatically depending on the error type Using Quick Filter Tool which facilitates the automation of Ticket assignment procedure

Analyzed and resolved the Errors using Error Management Tool

Obtained the status of Individual as well as group using Ticket Tracking System Tool

Make a Root Cause Analysis of fall out orders and the defects in the system

Involved in Trouble Ticket Resolution of both System Generated and Rep generated tickets

Performed production support activities for the various sub-systems in the 3G environment of AT&T Wireless

KEY COMPETENCIES

Client Management

Test Case Preparation

Software Testing

Manual Testing

Technical Support

Troubleshooting

Application Support

Defect Management

Coordination & Liaison

Escalation Management

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