Customer Service Data Analyst

Keerthi Gangula

********@*****.***

Ph: 929-***-****

Objective: Seeking a Junior to Mid-Level QA or Data analyst position involving manual or automated testing in backend or frontend, or system data analyst

PROFESSIONAL SUMMARY:

Over 6 years of IT experience with good experience in QA as well data analysis for reporting

Expert in Testing Life Cycle (TLC): Including Planning Process, Test Design, Performing Test, Defect Tracking, Management and Test Reporting.

Expertise in data analysis for reporting in sales force and visualization.

Expertise in data loading and dupe detection and removal in sales force.

Knowledge of Informatica PowerCenter ETL tool for batch data migration between internal system and salesforce

Testing of data loading and migration nightly batch jobs

Good SOQL and SQL skills for data analysis for both reporting and testing purposes.

Strong Knowledge on all the performance testing activities and acquired knowledge on various performance testing tools. Involved in load testing, stress testing and endurance testing.

Experienced in creating Test Plans. Hands on experience in designing test Cases covering all test conditions and eliminating redundancy and duplications.

Experienced in performing Functionality Testing, System Testing, Integration Testing, Regression Testing and User Acceptance Testing.

Experience in Manual and Automation Testing of Web Services/Mobile Apps, Client Server and Web based Applications in different domains using QTP, SOAP UI, ALM and Selenium, Junit TestNG, REST based web services.

Experience leading a high-performing development team using an agile methodology is required.

Experience with API/Web Service testing using JMeter, Advanced RESTClient and Postman.

Worked with Jmeter, created scripts and ran performance tests and created reports.

Experienced in SQA (Software Quality Assurance) including Manual and Automated testing with tools such as Selenium RC/WebDriver/IDE/Grid, HP Quick Test Professional and Junit/TestNG, Load Runner and Junit/TestNG, Load Runner.

Generated automated Scripts in QTP and designed Automated Test Suites for regression testing in Quick Test Pro.

Worked in client server and web-based application Testing including Java API Testing, manual and Software Testing techniques. Contribute to test data creation, Loading & Performance testing activities.

Involved in Testing of backend database batch applications developed with Oracle, Sybase and SQL Server in Informatica PowerCenter ETL.

Excellent interpersonal skills, proven team player with an analytical bent to problem solving and delivering under high stress environment.

Good analytical and communication skills and ability to work independently with minimal supervision and also perform as part of a team.

TECHNICAL SKILLS:

Automation Frameworks

TestNG

Automation Testing Tools

Selenium IDE/RC /Web Driver

Automation Domain

Web UI, RestAPI/Web Services, Cross Browser Testing, Mobile Apps Testing

API Testing tools

SOAP UI, POSTMAN

Performance & Load Tools

JMeter, HP Loadrunner

Agile Management Tools

JIRA

Test Management Tools

HP ALM, TFS

Primary Languages

Java, C#, Apex, Java Script, SQL

Continuous Integration

Jenkins, Anthill

Databases

MS-SQL Server, Oracle

Source Control Tool

SVN, Git

Build and Logging Tools, IDE

Ant, Maven, Eclipse IDE

Other Platform & APIs

Informatica PowerCenter ETL, SalesForce, REST api, Windows, Linux

ACADEMIC QUALIFICATION:

Bachelor of Commerce –Osmania University, India.

PROFESSIONAL EXPERIENCE:

Client: Univision Limited, New York May 2018 – Nov 2019

Role: System QA & Report developer

Project: Work involved testing and migration of existing visualforce components and dashboard reports from classic to lightning experience. The application provides functionality to three sets of users including marketing, sales, and sales management with different profiles in order to price & sell advertisement slots to end advertisers for a bouquet of Univision’s Spanish language channels and programmes using both scatter and upfront strategies. The application also supports forecasting on a quarterly basis and tracking quarterly and annual sales goals on a per channel/per programme basis.

Responsibilities:

Understanding requirements by working with functional team during each sprint planning meeting.

Prepared Test plan with scope of automation and estimations for test cases development.

Worked closely with development teams to specify detailed automation requirements

Responsible for defining and documenting QA automation processes, best practices and standards.

Designed and implemented automation framework for Sanity and Regression test cases using Selenium WebDriver.

Involved in testing RestFul Web services using SOAP UI tool.

Worked on Cross Browser testing through Selenium WebDriver by testing the website on different browsers like Chrome, IE and Firefox.

Conducted System Testing and User Acceptance Testing for every client and Conducted Backend testing writing extensive SQL queries.

Worked with Source version control tool such as Git/SVN

Involved in documentation as to how to maintain and run scripts for future enhancements. Responsible for testing the application against different environments in QA, staging and production.

Participated QA weekly meetings and various other meetings and discussed Enhancement and Modification Request issues and defects in the application.

Implemented best practices for automation with tracking for schedule adherence.

Included logging utilities such as Logging events to a file using Log4J and generate test reports.

Guided new QA team members to contribute automation test scripts coding.

Modified automated test scripts as per system functionality and functional requirements.

Prepared test scenarios and test cases and execute them during sprint time.

Executed parallel browser testing on various machines using Selenium Grid and performed cross browser testing.

Scheduled Continuous Integration using Jenkins to run twice in a day

Manual testing for complex workflows that cannot be automated

Functional & Regression testing. Full Knowledge of Software Development LifeCycle.

Agile development method. Involved in daily scrum meeting to discuss on roadblocks and milestones.

Supported developers on adhoc user requests for data reports and their testing

Performed data analysis and created reports and customized dashboards for users on sales force for visualization

Environment: TestNG, Automated testing, Selenium, Web Drivers, SalesForce, Visual Force pages, Validation rules, Trigger testing, Page layouts verification, SOQL, Web Services, Reports, Salesforce Sandbox testing, JIRA, Maven, Git and SVN, HTML, XML, Java Script, Agile/Scrum, Full SDLC

Client: CVS Healthcare, Woonsocket, RI Jan 2017 – April 2018

Role: Quality Assurance Analyst and Dashboard developer

Project: Salesforce was used as a sales and customer service platform for prescription insurance. Customer calls are received to first establish identity, lookup prescription policy and coverage details. Based on further inquiry customer cases were converted to new accounts.

Responsibilities:

Analyzed business requirements, system requirements, and data mapping requirement specifications interacting with client, developers and QA team.

Involved in Iterations/Sprint planning meeting to plan the stories that needs to be developed and tested in the upcoming sprint

Actively participated in daily scrum meetings, weekly project status meetings, user review meetings, and QA status meeting

Implemented Page Object Model Automation framework with Java, Selenium Web Driver and TestNG

Attended the sprint plan meetings, daily stand up meetings, Bug review meetings, weekly status meetings, retrospect meetings and walkthroughs and interacted with Business Analysts and Developers for resolving Defects.

Performed Data driven testing of the web-based tool using selenium Web Driver using java and TestNG.

Performed Cross-browser Testing using Browser Stack to ensure features are working in required browsers.

Involved in writing automated scripts for angular JS application using Selenium and testNG scripts.

Tested Web Services using SOAP UI tools and validated the content.

Validated the Web Services (Restful, SOAP), both Request and Response messages.

Involved in querying using SQL and updating records and validate database records as expected.

Create, schedule and run the scenarios using JMeter and generate necessary graph

Validated Web Services and RESTful calls by comparing the data with Database and User Stores.

Performed API Level testing for web services, enhanced the Test harness and developed many Test suites using XML.

Executed Load Runner/Jmeter scenarios based on complex business scenarios with different monitors for Stress testing, Scalability testing, and Load testing.

Tested request and response XML's based web services interfaces using Soap UI.

Performed Web Services Testing and XML validation by creating test case suite using Soap UI.

Responsible creating the functional testing framework using TestNG and using Selenium WebDriver for writing Automated Scripts with Java.

Successful discussion with all members, Project manager to collect data for automation.

Updated Test Plans and Test Cases periodically to manage changes in requirements.

Performed data analysis and created reports and customized dashboards for users on sales force for visualization

Tested nightly Data Loader jobs loading the data into sales force from batch files

Performed data cleanup and/or Data migration to/from salesforce.com

Environment: Java, Selenium WebDriver, Maven, TestNG, Jenkins, XPath, Eclipse, SOAP UI, PostMan, JIRA, Git, HTML, XML, CSS, SQL, SOQL, Sales force DataLoader, Sales force Dashboards & Lightning Reports

Client: Interactions, Franklin, MA May 2015 - Jan 2017

Role: Salesforce QA and Admin

Project: Salesforce was used as a sales and customer service platform. Customer calls are received to create cases for support and convert those cases to opportunities and new accounts. Based on customer profile and the support license level, the support cases were routed appropriately to different groups to meet a specified SLA for various premium support level. Pricing of products was integrated with sales platform so customer service teams can quote prices for standard configurations.

Responsibilities:

Interacted with Business users for requirements gathering, analysis and development.

Worked on various Salesforce.com Standard Objects including Accounts, Contacts, Reports, Dashboards, Events and Tasks.

Agile Development Methodology was followed for the implementation

Created various Custom Objects, Formula fields, Master-Detail, Lookup relationships, Tabs, validation rules based on developer requests

Created various Profiles, Roles, Page Layouts and Configured the permissions based on the organization hierarchy requirements.

Designed and deployed Custom tabs, validation rules, Approval Processes and Auto-Response for automating business logic.

Created Workflow rules and defined related tasks, email alerts, and field updates.

Created Pick lists, Dependent Pick lists, lookups, Master detail relationships, validation and formula fields to the custom objects.

Extensive experience on S controls, Visualforce page layouts according to the Business requirements

Created email templates and inbound emails using Visual Force for clients and customers.

Enabled Chatter for the Organization and to effectively communicate with the users in the Organization.

Implementation of Data Loader for loading the data in sales force.

Performed data cleanup and/or Data migration to/from salesforce.com

Developed business documents for Salesforce.com Custom objects.

Worked on different portals like Self Service Portal, Partner Portal and Customer Portal.

Analyzed data and developed several Custom Reports & Dashboards to better assist managers and also report folder to provide report accessibility to appropriate personnel.

Provided the training to Business user’s about the system.

Environment: Saleforce.com CRM, Force.com platform, Apex Classes, Chatter, Visual Force Pages, Controllers, Custom Objects, Custom Tabs, Email Services, Workflow & Approvals, Reports, Security Controls, SOAP, Eclipse IDE, WSDL, Windows, Sales force reporting customization, Sales force DataLoader

Client: MetLife, Cary, NC Dec 2013 - April 2015

Role: QA and Support Data Analyst

Project: Salesforce was used as a sales and customer service platform for commercial insurance. Customer calls are received to first establish identity, lookup policy and coverage details, and support level. Based on further inquiry customer cases were converted to new accounts.

Responsibilities:

•Designed, and deployed the Custom objects, Custom tabs, Entity-Relationship data model, validation rules, Workflow Rules, Auto-Response Rules, Page layouts, Components, Visual Force Pages to suit to the needs of the application

•Administered, configured, maintained Salesforce.com application user profiles, roles, assigning Permissions etc

•Used Data Loader for insert, update and bulk import or export of data from Salesforce.com S-Objects. Used it to read, extract, and load data from comma separated values (CSV) files

•Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects

•Created and deployed Several Reports using salesforce.com platform.

•Provide training to junior developer users, updated and modified Fields, Objects, Page Layouts

•Developed and deployed workflows and approval processes for opportunities and products/ assets management.

•Involved in Salesforce.com application setup activities and customized the apps to match the functional needs of the organization.

•Involved in fallout analysis and helped in fixing the issues.

•Worked with Data loader for loading the attachments into salesforce.com, related to objects like Accounts, Contacts, Opportunities, and Activities.

•Involved in Data mapping specifications to create and execute detailed system test plans.

•The data mapping specifies what data will be extracted from an internal data warehouse, transformed and sent to salesforce.com entity

•Used the sandbox for testing and migrated the code to the UAT instance after testing.

•Interacted with the Salesforce.com premium tech support team on a regular basis.

•Analyzed huge amounts of data with complex SOQL queries to explore and expose data issues that prevented sales force applications and functions to fail

•Supported developers to create complex reports based on adhoc user requests in salesforce for visualization.

Environment: Saleforce.com platform administration, configuring Visual Force (Pages, Component & Controllers), Page layouts, application configuration, Data Loader, Apex Triggers/Validation rules, Web Services, Reports, Custom Objects, Custom Tabs, Security Controls, Sandbox data loading, Sales force reporting

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