Technical Support Quality Assurance

Nagabindu Muddana

Phone: 803-***-****

Email: ********************@*****.***

Professional Summary

Results-driven Product Support and QA Engineer around 8 years of experience in technical support, customer service, and software quality assurance. Skilled in diagnosing complex issues, supporting cloud-based integrations, and improving customer satisfaction through empathetic communication and technical proficiency. Adept at working across departments to drive issue resolution, product enhancements, and automation testing. Hard-working with the capacity to quickly learn many new skills.

Skills & Tools

Languages & Technologies: Python, PL/SQL, Json, Bash, HTML, CSS

Web & Servers: Apache, NGINX, Varnish

Tools: Zendesk, ServiceNow, JIRA, Confluence, Salesforce, Splunk, ELK, New Relic

Testing & Automation: Selenium (WebDriver), Appium, Cucumber, TestNG, JUnit, Test

DevOps & CI/CD: Git, GitHub, Jenkins, Maven

OS/Platforms: Windows, macOS, Android, iOS,VM ware,

Monitoring: Uptime Monitoring, New Relic

Education

Bachelor of Technology in Electronics and Electrical Engineering

2008 – 2012

Professional Experience

Product Support Specialist

Client: Lowe's

April 2023

Delivered first-line technical support for product-related issues via phone, email, and chat.

Diagnosed and resolved configuration issues and reported bugs.

Escalated complex cases to engineering/QA and tracked until resolution.

Maintained accurate records in CRM (Zendesk, Salesforce) and JIRA.

Collaborated with internal teams to implement fixes and updates.

Conducted customer onboarding and product training.

Recommended improvements based on recurring issues and trends.

Build strong relationships with your colleagues and with customers, communicating in a timely, professional, and respectful manner.

Identify, test, and verify issues, providing the development team with clear documentation.

Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer focused initiatives.

Managed multiple support tickets while maintaining SLAs.

troubleshoot issues from support and implementation teams to determine whether something is configurable or a bug.

Development experience in Java/J2EE, Springs, Micro Service architecture, Python scripting, CSS, HTML,

PHP, XML, PL/SQL, GIT, (Bash), Apache, NGINX, Varnish, Zen Desk, service now, JIRA, Confluence,

Word, Excel, ELK, Splunk, Monitoring systems (Uptime monitoring), New Relic.

Having experience on spinning the VMS in Multi Hybrid Cloud (AWS, Azure, GCP, Soft Layer) and private

clouds (VRA, vSphere) environments.

Having good experience on integrations setup based on customer requirements

Ensured customer satisfaction through proactive follow-ups and communication.

Handling all customer escalation issues.

Working with cross functional teams to understand the whole application and

trying to identify the root cause within SLO

Working on short term and long term resolutions for customer escalated issues.

Scheduling live meetings with client and development team for quick resolutions.

Providing weekly RCA for the missing SLO tickets to the leadership team,

Quickly involved to resolve customer escalated issues within SLO.

Involved on resolving production outages.

involved on sending executive summary emails on hourly when Outages/Blockers

scenarios.

Bringing peers up to speed by scheduling Knowledge Sharing sessions.

Involved attending business requirements meetings and preparing BRD(Business

Requirements Documentation)

Solved multiple issues which are raised by clients.

Involved on setting new instances per customer.

Developed a code to generate production reports and auto sending the report to

management team.

Monitoring setup/triage customer escalated issues in lower environments.

involved on multiple Log DNA, RCA implementations.

Client: V Shred

June 2017 – April 2023

Executed full-cycle software testing for mobile (iOS & Android) and web applications.

Developed and maintained test plans, cases, and automation scripts.

Used Appium and Selenium WebDriver for automation testing.

Reported defects using JIRA and tracked resolution.

Conducted cross-browser and compatibility testing (Chrome, Safari, Firefox, Edge).

Collaborated with development teams to enhance product quality.

Integrated testing frameworks with CI/CD pipelines using Jenkins, GitHub, and Maven.

Participated in UAT testing, feedback sessions, and monthly project reporting.

Hands-on experience with Cucumber (BDD), Gherkin, and Java-based automation.

Excellent analytical, problem solving and communication skills.

Drove postmortem meetings with Development, QA teams on the production issues.

Designed and executed test cases for mobile and web applications, ensuring functionality across iOS, Android, and major web browsers.

Automated regression tests using Selenium, Appium, and TestNG, improving test coverage and reducing manual testing time by 40%.

Reported and tracked bugs using JIRA, collaborating with developers to ensure timely resolution and high product quality.

Participated in Agile ceremonies and contributed to continuous integration pipelines using Jenkins and Git for faster release cycles.

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