It Support Analyst

Rekha B Nagaraja

*****.***@*******.*** www.linkedin.com/in/rekha-nagaraja

Professional Summary

Results-driven IT Analyst with 6+ years of experience in Business Analysis, Testing, and IT Support, specializing in the Property & Casualty (P&C) Insurance industry – Billing portal. Proven expertise in Guidewire Policy Center, including hands-on experience with Guidewire Policy Center, claims center. Experienced in Majesco Billing center modules and payment channel integration - TEMPUS, Fiserv, PNC ACH. Adept at gathering and analyzing business requirements, conducting system testing, and optimizing IT workflows. Strong understanding of Claims Eligibility Data and Claims Status Data Feeds within Workers' Compensation Insurance. Proficient in JIRA Cloud Service Management and skilled at collaborating with stakeholders to design and implement efficient processes that enhance business operations. Excellent problem-solving and communication abilities, effectively bridging the gap between technical teams and business users.

Core Skills & Competencies

Business Analysis & Requirements Gathering

System & User Acceptance Testing (UAT) - Guidewire PAS/ Claims center and Majesco Billing Center – Worker’s Compensation and Erie Auto insurance

Workers’ Compensation – Claims Eligibility & Status Feeds, Billing And Payments status (APIs, Reports)

Process Implementation & Optimization

JIRA Cloud Service Management

IT Support & End-User Assistance

Project Lifecycle Management

Agile & Waterfall Methodologies

Stakeholder Communication & Collaboration

Incident & Problem Management - Level 3 Production support post release.

Professional Experience

IT Analyst

Erie Insurance, Erie, PA Nov2023 - July 2024

Requirements Gathering & Documentation: Collaborated with stakeholders to document premium invoicing, payment, and refund workflows using wireframes and mockups for clarity.

Payment Processing & Reconciliation: Managed premium collections, resolved billing discrepancies, and ensured compliance with regulatory standards (NAIC, state laws).

ETL & System Testing: Led ETL testing, batch processing, and participated in UAT, regression testing, and defect triaging using OCTANE/JIRA.

Production Issue Resolution: Diagnosed and resolved production issues, implemented proactive monitoring for accurate payment histories.

Performed functional, regression, backend testing in Guidewire Policy Admin system and Claim Center. Also completed Integration testing to validate software changes and new features.

System Integration & API Testing: Tested integrations between policy systems and third-party payment gateways (TEMPUS, Fiserv, PNC ACH) with Majesco Billing Center for Worker’s Compensation Insurance

Process Optimization & Automation: Automated tasks, reducing manual effort in policy creation by 70%.

Quality Assurance & Test Automation: Developed test scripts for automation (SOAP UI, AppliTools, Selenium), eliminating manual testing.

Training & Change Management: Trained teams on API testing and supported user transition to new billing systems.

Regulatory Compliance: Ensured compliance with billing regulations (NAIC, state laws) to minimize risk.

Root Cause Analysis: Analyzed defects, improving SDLC quality.

Collaboration: Worked with cross-functional teams to validate software against business requirements.

Test Documentation: Developed and maintained test cases, scripts, and results.

Reproduced and analyzed complex production issues in lower environments, contributing to RCA and sustainable resolutions

Systems Validation Test Engineer

WABTEC, Erie, PA Feb 2023 - Nov2023

Developed and refined clear requirements using industry tools, with Waterfall methodology experience.

Led validation, integration, and on-locomotive testing to ensure performance and reliability. Managed comprehensive test plans, including automated regression testing.

Set up instrumentation for accurate data analysis.

Troubleshooting: Diagnosed and resolved complex locomotive issues.

Design Reviews: Ensured compliance with engineering standards through design reviews.

Operational Data Use: Leveraged field data to define subsystem and component designs.

Automated Testing: Developed automated regression test plans for streamlined validation.

Software Development Engineer In Test

Numpy Ninja Inc Oct 2021– Jan 2023

API Testing: Expertise in API testing frameworks (Rest Assured, Swagger, POSTMAN) for performing CRUD operations and contract testing.

BDD/TDD: Developed Behavior-Driven Development (BDD) and Test-Driven Development (TDD) using Gherkin with Cucumber, creating scenarios, features, and step definitions.

Complete Testing Lifecycle: Involved in requirement analysis, test planning, execution, defect tracking, triaging, and analysis, ensuring full test coverage.

Test Automation: Created regression and functional test scripts in Selenium, implemented data-driven frameworks, and performed contract testing using POSTMAN, SOAP UI, and Swagger.

Optimization: Enhanced performance by implementing headless, cross-browser testing, and parallel execution, reducing test execution time by 30% in the Mission Humane web scraping project.

Automation Framework: Developed automation test scripts using Hybrid Framework and Page Object Model, reducing code duplication and improving test maintenance. Executed and maintained automation scripts, implemented CI/CD integrations using Jenkins and GitHub.

Data Scraping & Management: Designed approaches for data scraping, uploading data to CSV, Excel, and other formats for efficient handling.

Test Management Tools: Proficient in Trello and JIRA for test case development, execution, defect reporting, and retesting bug fixes.

AGILE Experience: Worked in AGILE environments, contributing to collaborative and iterative development cycles.

JIRA REST APIs: Experienced with JIRA REST APIs for integrating workflows, managing screen schemes, permission schemes, and notification schemes.

Software Test Engineer

Sai Ganga Infotech, Bengaluru, India Jul 2005 - Sep 2007

Testing Experience: Proficient in manual and automated testing (Sanity, Functional, Integration, Regression) across all SDLC stages.

Requirements Review: Collaborated with business and development teams to understand application architecture and functionality.

Business Functionality Testing: Tested core application functions through manual testing.

Test Planning & Documentation: Prepared test plans, documented test cases, and created scripts for various application modules.

Defect Tracking: Experienced in test case preparation, defect tracking, and reporting.

Process Specialist/Assistant Manage - Operations

IIHT Ltd - HP Education, Bengaluru, India Mar 2002 - Jul 2005

Coordinated with clients for delivery of various training programs.

As HP education Partner, Provide insights, recommendations, coach leadership on performance feedback & development of the people plan & manage the implementation.

Mentored junior trainers for various training programs Collecting feedbacks after trainings and consolidating the reports for quality control to improve and enhance Education.

Actively coordinating with official partners of IIHT like Sun Microsystem, Oracle, Microsoft, RedHat, Cisco etc. for various operations including purchase of official Study materials, training programs, certification, test center co-ordination and Pro -Metrics scrapping

Education

Bachelor of engineering in Electrical & Electronics (1997-2001) Bangalore University.

Skills

Automation : Selenium, TestNG, Cucumber, Rest Assured, JMETER.

IDE/Tools/Build Tool : Postman, Swagger, GIT, Maven, Eclipse, SOAP UI

Agile Project Management Tools: JIRA, Trello, Octane, Rally, MIRO BOARD

ITSM: JIRA Service Management, ServiceNow

Languages: Java, SQL

CI/CD : GIT, Jenkins

MS Office Suite (Excel, Word, PowerPoint, Visio)

P&C Insurance Software (Guidewire PAS and CC, Majesco Billing center)

Manual testing, SDLC and STLC procedures, Agile Methodologies, eDR and IBM DOORS, ALM

Domain Knowledge: Retail Banking, Payments Integration, P&C Insurance, Workers’ Compensation

Framework Knowledge: Page Object Model, Hybrid, Data-Driven Testing, BDD

Publications

https://medium.com/@rekhanagaraja21

Training and Hackathons

EDI TOOL TRAINING on IBM -Sterling Integrator or Gentran suite.

Worked on a six-month Project with Abhra Technologies on Map testing, Map analysis for Ryder Systems Inc.

Participated in LMS UI Application development hackathon during 2ndphase and completed at 4th position. LMS is a Learning Management System API used at Numpy Ninja INC.

Participated in Blogathon- A competition for writing technical blogs and won third position for blog on Rest Assured Payloads

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