Technical Support Quality Assurance

Sucharitha Sirasanambati

San Ramon, CA, USA 925-***-**** ***********************@*****.***

Professional Summary

● 5 years of experience in the IT industry as a Technical Support and Quality Assurance Engineer in supporting Java based Cloud / SAAS products.

● Experience in providing excellent customer service and support by communicating with users through various channels.

● Skilled in resolving complex technical issues, implementing effective troubleshooting processes and collaborating with cross-functional teams to enhance product stability.

● Committed to resolving customer issues quickly and efficiently within the agreed SLAs ensuring 90% customer satisfaction rate.

● Proficient in creating and maintaining knowledge base articles and job aids for both internal and external use.

● Good understanding in analysing Server and Client application logs to identify the root cause of errors.

● Experience with REST API calls and log analysis using Splunk and Signal FX.

● Good knowledge on Browser dev tools, frontend troubleshooting and HAR File analysis.

● Excellent understanding of all phases of QA Life Cycle, Software Development Life Cycle(SDLC), Agile methodologies and developing Test Plans and Test cases from business requirement documents.

● Experience in performing API testing, Black-box Manual Testing methodologies like System, Functional, Regression, Smoke, and Database Testing, and Non-functional testing like Performance and Security testing.

● Experience in Test Management and bug tracking tools Jira, Quality Centre, ClearQuest, Bugzilla and Azure Devops

● Good knowledge on CI/CD process and Jenkins.

● Experience in creating and executing SQL queries on an SQL server database for data validation. Work Experience

TECHNICAL SUPPORT ANALYST

Deloitte September 2021 - December 2024

Responsibilities:

QA:

● Gathering & analysing the requirements using business requirements document and developing test cases within each business

● Perform end-to-end testing of the application,raise defects and track on daily basis with the Development team

● Perform Regression and Smoke testing post system upgrades and perform User Acceptance Testing (UAT) before delivering the product to business

● Facilitate application demo to the business and provide assistance in performing UAT

● Work closely with QA automation team to automate features for Regression testing

● Ran the automation test suites and debugged the automation failures

● Reproduced the customer issues, identified why they were not caught earlier and implemented changes to prevent it from happening again

Technical Support:

● Responsible for providing technical support to the users after release via Service Now ticketing tool

● Served as the escalation point of contact for Tier 1, taking on advanced cases to aid faster resolution

● Managed customer issues in line with SLAs, accurately troubleshooting, analysing and providing faster resolution thereby maintaining 90% customer satisfaction rate

● Collaborated with the product development team to identify and resolve software bugs, reducing customer complaints by 30%

● Spearheaded development of a knowledge base, decreasing repeat incident tickets by 25% through self-service resources.

● Mentored junior team members in troubleshooting methods, which improved team efficiency by 15%

● Perform case reviews to identify trends, monitor queue health and contribute to continuous improvement initiatives

● Authored comprehensive technical documentation, which decreased new hire onboarding time by 25%

● Pioneered an internal cross-training initiative, ramping up team versatility and productivity by 10%

● Created an enhanced troubleshooting guide for the customer service team, resulting in a 20% improvement in first-contact problem resolution

TECHNICAL SUPPORT ENGINEER

Hortonworks, Santa Clara, USA July 2014 - January 2015

● Supported the open-source software Hortonworks Data Platform (HDP) designed to manage big data

● HDP product included Apache Hadoop and was used for storing, processing, and analyzing large volumes of data

● Provide technical support for HDP customers

● Experience in HDP platform modules HDFS, Map Reduce, Hive, Sqoop

● Monitoring the support platform for customer logged cases

● Accountable for handling cases, performing troubleshoot, analyze, and provide resolution to the customer based on the severity and priority of the issue

● Periodic follow up with the customers to ensure the issues are resolved

● Provided clear and concise step-by-step technical support to guide clients

● Resolved an average of 200 technical support tickets monthly, maintaining a 95% customer satisfaction rate

● Excellent feedback by the customers for solving the cases effectively

● Create KB articles for the issues resolved

● Recognised for resolving 60% of cases on a consistent basis ASSISTANT SYSTEMS ENGINEER

Tata Consultancy Services, Chennai, INDIA July 2012- October 2013

● Testing the Oracle E-business suite application used for Supply Chain Management and Financials

● Testing the process flow of Order to Cash cycle (O2C) - end-to end process of entering an order into the system, shipping, and then producing the invoice for the goods

● Testing Procure to Pay cycle(P2P) - process of requesting, purchasing, receiving, paying for, and accounting for goods and services

● Writing test scenarios and test cases using RQM (Rational Quality Manager) and documenting the test cases in RTM

● Executing test cases to validate end-to-end functionality of the application

● Raised bugs using CQ (ClearQuest) and timely reporting them for quick fixes

● Retesting the application to validate the system updates through fixed bugs

● Participated in daily status meetings and prepared daily status and summary reports Education

Bachelor of Technology (B.Tech), SASTRA University, Tamil Nadu, INDIA Skills

● Manual testing

● Technical Support

● CLM testing

● SQL

● Service Now

● Linux

● Oracle e-business suite

testing

● CI/CD, Jenkins

● Jira, Bugzilla, ADO

Certifications/Awards

● Exceptional Performance team award

● SPOT award for excellent performance

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