Software Engineer Customer Service
Resume:
Personal Details
*******@*****.***
https://www.linkedin.com/in/mahalakshmi
-b-44161b216
Schamburg, Illinois-60193, USA
English I Tamil I Kannada
7th Aug 1985
Indian
Competencies
Product Management
Roadmap Planning
Quality Assurance
Translating Business-to-Technical
Requirements & vice-versa
Product Compliance
Coding
Design Sprints
Customer Service
Defining & Tracking Success Matrix
Skills
Leadership Skills
Communication Skills
Listening Skills
Business Intelligence
Decision Making
Prioritizing
Strategic Thinking
Problem Solving and Critical Thinking
Analytical Skills
Flexibility
Time Management
Multi-tasking
Technical Skills & Certifications
MS Office – Word, Excel, PPT, Outlook
Microsoft Azure Infrastructure Solution
(MS0616492650)
ITIL Certification from Knowledge
Academy, Bengaluru – 2022
MAHALAKSHMI B
Project Quality Analyst
Profile Summary
A Qualified Technocrat and Seasoned Project Quality Analyst with over 10 years of rich and valuable experience in Quality Assurance, Quality Analysis, Quality & Risk Planning, Strategy and Product Compliance.
Highly skilled in conducting objective and fact based evaluations of the achieved product maturity vis-à-vis content as well as process.
Demonstrated aptitude in leading teams to consistent success in all assignments responsible for.
Recognized expertise in Delivery Design, implementation of Solutions, Development, and Technical/Functional prowess.
Adept at providing specialized support to Developers for all project-related issues, and resolving conflicts to ensure qualified delivery.
Exceptionally analytical with a talent for problem solving and providing valuable insights and data-driven solutions, for the benefit of all stakeholders.
Excellent communicator & team player, leveraging interpersonal skills, nurturing cross-functional synergies and mutually rewarding working relationships amongst stakeholders at all levels.
Accomplished and self-motivated professional, with outstanding planning, presentation, organizational, data mining and administrative skills.
Ability to multitask and cope with ambiguity, contradiction and stress with a
“can-do” and result oriented attitude.
Holds a valid L2 Visa for the USA.
Achievements
Successfully identified and rectified defects within the production process.
Recommended, implemented and monitored preventative and corrective actions to ensure that quality assurance standards are achieved.
Compiled and analyzed statistical data.
Drafted Quality Assurance policies and procedures.
Proactively investigated customer complaints and issues.
Demonstrated experience in Quality Inspection and Audits.
Identified, replicated and resolved multiple errors during the development & implementation process, improving software quality and end-user experience.
Recognized for building and maintaining a positive & professional working relationship with other departments in the organization.
Developed automated tests while conducting manual testing to ensure software quality and timely delivery.
Productivity: Achieved the target set for Engineering Productivity, tracked & published the status of the Productivity Data month-on-month against the target and provided the trend value (Portfolio based & Department Level).
Value Mix: Delivered high value to partners by improving the value mix of projects by team size at Department Level.
Operational Excellence: Contributed majorly to Internal System Audits & External Surveillance Audits (ISO 20000, ISO 9001:2018 by driving the Operational Level Index at the Departmental level and providing proactive & reactive analysis for improvement.
Project Level Monthly Customer Feedback/Customer Feedback Analysis: Initiated feedback for Bosch & Global projects, analyzed yellow/red feedbacks, identified & closed actions after taking approvals from relevant stakeholders and presented customer feedback in the Departmental & Section MSRs. Education
MCA from Madha Engineering College, Chennai - 2009 Career Snapshot
Work Experience
Key Projects
Internal - Bosch: Application and Infra Services. The project comprised Incident Management, Automation and Monitoring. Period – 4 years & 6 months. Location – Bengaluru. Position – Software Engineer. Tools/Technology utilized – Nagios, Icinga and Splunk.
Internal Bosch – Software Configuration Management. The project comprised Incident management and tracking and controlling changes in the application. This was part of the larger cross-discipline field of Configuration Management. Period
– 1 year & 1 month. Location – Coimbatore. Position – Software Engineer. Tools/Technology utilized – SMT (Ticketing Tool), IBM (Clear Case, Clear Quest/Software Configuration Management).
Kohinoor for AT & T and BT (Client): The project utilized mechanized systems to initiate and complete service orders & to handle customer requests. Tools/Technology used – Avaya/Networking Technologies. Period – 12 months. Location – Chennai. Position – Administrator.
Software Engineer – Project Quality Analyst Jun 2012 – Oct 2022
Spearheaded the design, development and execution of software tests which verified that the software met business/project/product specifications.
Select, design and prioritize test scenarios & test cases that provide efficient coverage of requirements consistent with acceptable levels of risk.
Create and revise procedures, checklists & job aids that ensure process consistency and reduce error disputes.
Analyze and clarify project requirements with the client or relevant stakeholders.
Review and validate requirements and technical specifications.
Develop and execute test plans and detailed test cases based on requirements and client discussions.
Document results and offer observations or improvements after test results and overall product quality analysis.
Monitor performance and uncover vulnerabilities through tools and bug-tracking systems.
Collaborate with the Development Team on bug fix verification and validation regression testing.
Communicate professionally at all levels within and outside of the organization.
Support, design, develop and enhance test processes and reporting for QA processes.
Manage testing efforts across projects under tight deadlines.
Analyze and report the status of project quality metrics and KPIs for continuous improvement. Administrator – L1 Support May 2011 – May 2012
Diagnose and troubleshoot basic software & hardware issues and escalate unresolved issues for L2 support to appropriate internal teams.
Track system issues through to resolution within agreed service level agreements.
Talk clients through a series of actions, either via phone, email or chat, until the technical issue is resolved.
Provide prompt and accurate feedback to customers.
Refer to internal databases or resources to provide accurate technical solutions.
Log all issues properly.
Prioritize and manage several open issues at one time.
Follow up with clients to ensure the systems are fully functional after troubleshooting.
Prepare accurate and timely reports.
Maintain excellent relations with clients.
HCL Technologies
Chennai
•Administrator
•May 2011 - May 2012
Robert Bosch Engineering & Business
Solutions
Bengaluru
•Software Engineer - Project Quality Analyst
•Jun 2012 - Oct 2022
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