System Analyst Quality Assurance

Tapati Mondal Dey

********.*@*****.*** 848-***-**** South Amboy, NJ www.linkedin.com/in/tapati-mondal-dey-3a962665

PROFESSIONAL SUMMARY

Tapati Mondal Dey has 9+ Years of IT experience. Throughout her career, Tapati has performed in different roles including Quality Assurance Analyst, Business System Analyst and Application Support Analyst. She has worked in Telecom and Hi-Tech Enterprise Solution Domain. Tapati has very good knowledge on CRM application. She knows End to End flow of Order Management for different products. She has worked directly with customers and is very good in handling all customer issues. She is very good in writing SQL queries that generate reports which are helpful to resolve /investigate the issues proactively. She is experienced in working with various SDLC models in all stages. She has worked with cross functional team and excellent in driving the issue to closure in their SLA. She has experience working with production environment. Tapati has led a team for timely project deliverables.

STRENGTHS AND EXPERTISE

Siebel CRM Contact center and Portal Application-Order management and Troubleshooting for Customer issue in CRM system. Testing of critical application and preparing and executing automated test script in Selenium.

Certifications: ITIL Foundation Level, Oracle Sales Cloud 2017 Certified Implementation Specialist.

Programming & Tools: Selenium WebDriver, Core Java, Postman, HP ALM, Service Now, SQL, Oracle Database, Unix, Amdocs Clarify, Jira.

EXPERIENCE

Business System Analyst - Equinix Inc Sep 2019 to Apr 2020

Worked as a Business System Analyst supporting and providing solution to customers.

Directly worked with Customer to get the requirement and analyze on the possibilities of implementing the solution in the systems. Based on the analysis provided solution to the customer and get the changes done in the Siebel application.

For any code fixes coordinated with the dev team and explained them about the changes to be done. Once done test the fix and confirm for the deployment. Worked on ServiceNow tool for any Incident, Service request raised by users.

For larger set of data correction and updating, prepared SQL queries and run them in the Oracle database.

Attended regular Call with Client and business to understand the requirements and if the implementation is feasible or not.

Quality Assurance Analyst -Canon Europa NV March 2016 to Aug2019

Worked with business in requirement gathering and analyzing it. Also prepared design document with details shared during requirement phase. Interacted with business and client for any gap identified during design documentation.

Worked on Canon Self-service portal and Siebel HTIM open UI for Manual testing. Also prepared automation script in Selenium with Core java for regression testing and executed them.

Perform exploratory, functional, API, regression and smoke testing to enhance software quality. Perform API testing to validate request and response for webservices through Postman. Performed Database testing for ensuring data accuracy, reliability and performance.

Prepared High level and detailed level test plans. Have worked on both Agile and waterfall model. Used Defect tracking and Project management tool like HP ALM and Jira.

Involved in end-to-end testing of order from order placement to order fulfillment. Testing of interface communicating with Siebel and working on issue with cross functional team. Provided Demo to Business, Clients, Users on any developed component which is ready to Go-Live. Prepared SQL queries to extract data from database and analyzing it for data correction. Supported Post Deployment Sanity.

Worked as a sole owner for major deliverables in release. Also led a team for timely deliverables.

Application Support Analyst -British Telecom Feb 2011-Mar 2016

Worked as a Software Engineer for One Siebel CRM Application. Involved in Incident Management Activities, Customer Engagement, Handling Escalations, Ad hoc Activities to monitor the system.

Worked on generating monitoring reports for the application. Prepared SQL queries to debug the issue in application and for generating reports to resolve/investigate issues proactively. Worked on Production Environment and was also responsible for updating any changes in Live Environment.

Used Siebel to build Order Management platform in three areas Portal application, Internal Application for use in Call centers and B2B application for Communication providers.

Gained Server side understanding of Siebel functions. Maintaining Production Server (Unix Based).

Performed daily incident and service request analysis and worked on automation and incident reduction drive activities. Worked on Problem management area in identifying the root cause and driving the issue to fix.

Worked on L2C and T2R area and have deep knowledge of End-to-End flow. Worked with cross component team to resolve the issue in their SLA. Expert level of understanding of ITIL areas like Change Management, Incident Management and Problem Management.

Proactively worked on data correction in avoiding incidents from users. Worked as End-to-End Coordinator to resolve issue across all the component for faster resolution. Support post deployment activities, Sanity checks, Monitoring application etc.

PROJECTS

Equinix IBX data Center Business System Analyst. Sep2019-Apr 2020

Responsible for addressing the issue raised by users in installing their Server in the IBX data Center. Check if all the products are correctly configured and are compatible with each other for installation. Different types of Products in IBX data center are Cage, Cabinet, Patch Panel, NCC, Switch etc. Equinix IBX is one of the world’s most expansive and secure data center platform.

Manual and Automation Testing for Canon Siebel CRM Application. Mar 2016-Aug 2019

Canon manufactures and supplies imaging products for home and business customer. To supply these products and provide service to our customers we support this with the help of Siebel CRM Application. Siebel CRM is a front-end application which help customer in placing order or reporting any issue in the service of the product.

Responsible for testing of this application for different functionalities by creating test plan and preparing automation test script.

One Siebel Application support for BT Wholesale Product Feb 2011-Mar 2016

One Siebel is business critical Customer Relationship Management (CRM) Application. It is web-based application. It caters both BT Global Services and BT Wholesale Services products for Customer experience streams like L2C, T2R and C2M.Key products in Wholesale are WBC, WBMC, HE, MSIL, FTTC. Worked on issue raised by BT customer on these products while placing order for new service via Incident, Service request. Also, trouble shoot any issue if occurred after service was provided.

EDUCATION

Bachelor of Engineering in Electronics, Rajiv Gandhi college of Engineering Research and Technology, Nagpur University, Maharashtra, India 2006-2010

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