Desktop Support Quality Assurance

MOUSHMI GHOSH

Phone: 704-***-****, 916-***-****(cell)

E-mail: *********@*****.***

Professional Summary:

Software consultant with over 16 years of experience in Banking Industry which includes Bank of America, Wells Fargo and Truist Bank.

Over two years of Business System Consultant experience which includes to improve business processes and systems, interacting with technology and business users to scope out product enhancements and resolve critical business application issues using Agile or Waterfall methodology.

Coordinated between business and application development teams to understand business requirements.

Arranged daily stand up calls to track project status and attended Sprint and PI sessions

Has ability to handle multiple priorities and manage various projects within deadlines, by analyzing new functionality and identifying potential areas of impact.

Provided resource allocation, requirements gathering, set up test environment, data management, and managed budget.

Experienced in leading and mentoring individuals to maximize levels of productivity, while forming cohesive team environment.

Passionately worked towards enhanced project knowledge of self and the team. Performed as an amicable team player as well as individual contributor.

Two years of Production Support in Bank of America in the Level 2 team which supports 41 contact center applications, for desktop support.

In addition, 12 years of Quality Assurance (QA) experience for critical applications in the creation of Test Strategies, Test Plans, Test Scenarios, Test Case, Script Execution, Traceability Metrics and Status Reporting in various domains such as Healthcare, Federal, and Banking, where software development projects were implemented in Agile / Waterfall (V-Model) principles.

Coordinated onshore-offshore resources, conducted meetings with various levels of management which included LoBs, developers, users, team mates, team leads, very efficiently with strong communication and interpersonal skills.

Have worked on global Compliance measure like Dodd Frank act in ATM with various applications and vendors like Hogan, SVP, SVT, Zoot, Web ATM, RDS, COBRA, ADA, and POS.

Have worked on another Compliance and assess management application called DBSmart, in Wells Fargo.

Have experienced on Pre / Post Production Verification.

Performed financial transactions on deposits, withdrawals, payments, consignments, electronic withdrawal and transfers, using real cash.

Prepared Credit/Debit card, Deposit / Withdrawal slips using track 2 data and ABA routing numbers.

Certified Government Treasury Bonds and Shares which is a part of Capital Market.

Able to quickly adopt and well versed in new areas (Technologies, Tools). Expertise in Functionality Testing, System Integration Testing, User Acceptance Testing, and End-to-End testing, with excellent communication and interpersonal skills.

Triaged test execution results and validated the results against the product requirements. Logged defects where ever needed. Maintained and enhanced existing test scripts which are used during development and QA cycles.

Technical Skills:

Testing Tools: ALM 11.00, Quality Center 9.x, Test Director 8.x, QTP 8.x,

Web Technologies: SharePoint, HTML, XML, .NET, OpteView(TM).

Operating System: Windows 95/98/NT/2000/XP/10, DOS

Tools: MS Project, Visio, MS Word, Excel, Power Point, Open Office, UML, MS Dynamics CRM, JIRA

Certifications:

Scrum Team Member Accredited Certification

Software Testing

Software Business Analysis

Pursuing Certification:

PMP

Job Experience:

Sr Analyst / UAT Tester Collabera. Charlotte, NC (01/2025 – 08/2025)

Client: Wells Fargo

Joined Wells Fargo Bank as a Senior Analyst or UAT Tester for Penetration testing in ServiceNow for the Cyber Security team.

Created PTREQs (Parent Task Requests) in ServiceNow and completed the life cycle with various test flows.

Created AVITs (Application Vulnerabilities Items) for PTREQs and closed them by going through the flow

Helped in the validation of data migration

Did UAT for end-user testing.

Tracked defects in JIRA as the data got migrated to ServiceNow from the old system, ThreadFix.

Updated the records and compliance in ServiceNow.

Did Technical Writing and Report Generation.

Did Regulatory reporting in ServiceNow for the Cyber Security team.

Documented processes and procedures for Penetration Test Assessment Requests.

Provided training and guidance on regulatory reporting matters.

Validated the data in the regulatory report.

Created and managed stories and defects through Jira Test Management Framework.

Environment: Agile, JIRA, JTMF, and Confluence.

Analyst TCS. Charlotte, NC (10/2022 – 07/2024)

Client: Bank of America

Joined Bank of America as an Analyst in the DCRS (Document, Content, and Record Services) team, where documentation is done for various applications.

Worked as a tester for testing Specialty Asset Management, a web application used by associates to view and manage specialty assets like timber, farm and ranch, oil & gas, and real estate owned by US Trust fiduciary accounts. Associates are able to use the app to monitor the asset throughout the year for possible phases like review, inspection, maintenance etc. and the app provides workflows to facilitate the completion of the processes such as – Ability to search, view, and manage (review, valuation, reaffirmation, inspection) asset information. Ability to search and view account-level details. User gets a consolidated dashboard showing workflow and alerts.

Created and documented stories/ tasks/ bugs/ epics/ spikes in JIRA.

Created Release Keys for CRQs through the Release Manager tool.

Opened Enterprise Architecture requests for the team.

Attended Sprint and PI sessions along with daily standup calls.

Wrote test cases for user stories.

Ran regression tests for different releases.

Logged and retested defects in ALM.

Coordinated with offshore for daily status update.

Environment: ALM, Excel, JIRA.

Business Systems Consultant/ UAT Tester ATR International, Inc. Charlotte, NC (03/2022 – 08/2022)

Client: Wells Fargo

Joined Wells Fargo bank as Lead Technology Business Systems Consultant for testing Incentive Compensation Management Phase 2 project to implement a centralized third party hosed solution (Varicent Tool) for managing functional incentive plans in Incentive Management to align with industry standards, allow for enhanced controls, and improve efficiency. The third-party vendor was Open Symmetry, who was helping Wells Fargo to set up this tool. This implementation effort was to move towards a common technology to leverage best practice incentive compensation management across all Wells Fargo Incentive Compensation plans.

Prepared business user stories using Agile methodology.

Arranged daily stand up calls to track project status.

Coordinated between business and application development teams to understand business requirements.

Provide expertise in the planning, construction, and execution of test scripts.

Executed scripts for data migration testing.

Apply business and functional knowledge, including testing standards, guidelines, and testing methodology, to meet the team's overall test objectives.

Ensure all testing results are easily accessible and understandable.

Track defects to closure and keep defect repository up-to-date.

SIT Process Experience, Facilitating SIT sessions.

Logged and retested defects in ALM.

Coordinated with offshore on daily basis.

Environment: ALM, Excel

Business Analyst Matlen Silver, Charlotte, NC (03/2021 – 01/2022)

Client: Truist Bank

Joined Truist as Business Analyst for providing consulting service on the critical Digital Treasury application. Various components of this application are Payments & Transfers, Fraud / Risk Management, Reporting and Administration & Setting. Different types of payment include ACH Payments (Payroll, Tax Payment, Corporate Trade Exchange, Consumer Payment, Vendor Payment, and many more), Loan (Advance and Payment) and Wire (Domestic, Draw-down, Federal Tax and International). There were different types of transfers like Single, Multiple, One-to-Many and Many-to-One. Those transactions could be approved, rejected, deleted, or modified depending upon the type of the transaction. There were various types of reporting like Controlled Disbursement Reporting, Download, Reports Management, and eStatements. Different options for Administration & Settings were User Maintenance, Preferences, Contact Center, Import, Alert Center and Audit Information.

Coordinated between business and application development teams to understand business requirements.

Certified Government Treasury Bonds and Shares which is a part of Capital Market

Prepared business user stories using Agile methodology.

Arranged daily stand up calls to track project status.

In addition, coordinated between development and testing team to ensure all testing results and defects are updated in JIRA.

Coordinated with Product Development team to determine business requirements and translated them to technical specifications, for creating BRD and FSD documents.

Participated in Go-Live meetings.

Provide expertise in the planning, constructing and execution of test scripts.

Executed scripts for data migration testing.

Apply business and functional knowledge including testing standards, guidelines, and testing methodology to meet the team's overall test objectives.

Coordinated with offshore on daily basis.

Coordinated with developers and functional testing team during production roll out.

Maintained flexible schedule, which includes working late nights and weekends.

Business System Consultant Apex Systems, Charlotte NC (05/2020 – 02/2021)

Client: Wells Fargo

Joined as a Business System Consultant for supporting various applications. BLAST (Business Lending and Sales Tracking) is one such application, that provides functions like enabling process credit requests, providing a common Core Market and Region Coverage credit process, providing consistent and reliable information, and ensuring regulatory guidelines are applied consistently. Through this application various jobs can be created. These jobs identify an activity or service provided to a prospect / customer, and groups client related activities in regards to service or credit projects. Within a job, there may be comments and/or documents, which provide benefits like allowing communication between sales teams and services teams, organizing all activities associated with one client and allowing users to track progress of credit and service issues and resolution.

Another application is Optimist which is a financial analysis system that allows bankers to access the credit worthiness of a business customer and develop customer management strategies across the customer relationship life cycle. Few benefits of this tool used when consulting with customers are like the Strategy screen provides an overview of the business and shows both standard and user-defined ratios, the What If tool provides a method to determine and communicate financial strategies and potential outcomes and the Report function investigates all aspects of the business and relies on the common and consistent financial framework.

Arranged meetings between development and testing teams to review prepared test scripts which supported various ERs (Enhancement Release) identified in system requirements and performed end to end testing.

Coordinated with Business team to understand their product enhancement and created Business Requirement Document and Functional Specification Document. Reviewed those documents with development and testing teams by arranging several meetings.

Created change request to track development and testing progress using JIRA.

Created defect repository using MS Office and presented it to product management.

Conducted meetings, and coordinated with developers, functional testing team, Line of Business.

Participated in production roll out with flexibility in schedule, which included late nights and weekends.

Production Support Bank of America, Charlotte NC (12/2017 – 08/2019)

Joined Bank of America as a Production Support in the Level 2 team which supports 41 applications.

Triaged simple to complex issues related to Information Delivery applications involving Java/J2EE, Oracle, .Net, and Genesys Technologies.

Managed Incident tickets using BMC Remedy Tool, Incident Management, Problem Management and Change Management.

Provided on call support.

Triaged calls and conducted routine meetings with different teams like Business users, Development teams, Infrastructure teams for resolution of reported application issues.

Understood the application architecture to triage different types of production issues.

Coordinated with teams to perform routines like validations for mandatory patch or upgrades or DR.

Answer questions from business as well as provide adhoc queries when requested.

UAT Tester/Coordinator Insight Global, Charlotte, NC (04/2017 – 11/2017)

Client: Bank of America

Worked with ATM application which comes under Global Technology and Operations line of business. Worked on ESQ / IMS (Incident Management System) application that remotely monitored the operational efficiencies of ATM estate and resolve interruptions without having to deploy expensive field staff. ESQ was being used to replace Gasper and Opteveiw. IMS was having its own reporting capability, which drived identifying problems quickly and filtering all incident fields. This had the ability to create scheduled custom reports and dashboards with a recurrence pattern that could automatically run and be sent through email. IMS automates processes against incident templates and manages business processes to execute the workflows.

Performed financial transactions on deposits, withdrawals, payments, consignments, electronic withdrawal and transfers, using real cash.

Prepared Credit/Debit card, deposit slips using track 2 data and ABA routing numbers.

Prepared test scripts which support scenarios identified in system requirements and inputting these in ALM (QC), to perform end to end testing.

Logged defects, reproduce the defect with the development team, retest the issues and support the testing effort throughout application deployment.

Conducted meetings, and Coordinated with developers, functional testing team, Line of Business, Gasper, the ATM vendors such NCR, Diebold, Hyosung and Wincor.

Worked with software installation team to install, upgrade, and patch ATM software tools in the various windows based NCR desktops and servers.

Environment: ALM 11, JIRA, MS Excel, OpteView(TM)

Lead System QA Analyst Apex Systems, Charlotte, NC (04/2014 – 08/2016)

Client: Wells Fargo

Worked with Consumer Lending group with CTM (Consumer Test management) team that allows LOBs to service the consumers in a fair, consistent and responsible manner while meeting and exceeding the expectations established in the 2014 Complaints Management Policy, where I ensure tracking, trending and root cause analysis of Complaints are completed and enhancements are implemented to reduce future Complaints.

Worked on a Compliance project, which was a web based application called DBSmart. It was a tool to manage information describing the instances and databases supported by Enterprise Database Management group. It is a tool used to track wide range of information such as the DBA support group, the primary, secondary DBA, the database environment, the operational status, and database / application relationship.

Led a custom built application to display the data of several CRMs, so that the LOBs can see a complete picture of all the CRMs like Sales Force, Treasury Management, Global Banking, Relationship View, Phoenix and so forth, without going to the individual CRM. It is under Wholesale Banking.

Created test cases and requirement coverage into the test management tool called ALM by learning the stories related to the CRM application.

Created traceability matrix for the test lead to keep track of the progress.

Prepared test scripts which support scenarios identified in system requirements and inputting these in ALM (QC), to perform end to end testing.

Logged defects, reproduce the defect with the development team, retest the issues and support the testing effort throughout application deployment.

Conducted meetings, and Coordinated testing efforts across multiple applications and releases simultaneously.

Provided estimates for number of Test scripts and its execution time; forecasting testing times and resources for multiple initiatives.

Coordinated and managed offshore, near shore teams with all testing activities – overlook creation, scheduling, & execution of test scripts, defect management in Quality Center. Made sure that the projects met the timeline.

Ensured test coverage for all the requirements using test coverage matrix. Tracked and resolved Testing issues and Risks. Led Defect Meetings and Defect Triages.

Environment: ALM 11, MS SharePoint, MS Dynamics CRM

Lead QA Analyst Phoenix Interactive Design Inc., Charlotte, NC (04/2013 – 03/2014)

Client: Bank of America

Lead Quality Assurance Team of Automated Teller Machine (ATM) software products for Bank of America. The ATM application uses various other applications to complete end to end transactions. These applications include Base24 written in mainframe which is also the database for ATM; APTRA is the software that BAC builds after it gets various packages from vendors like NCR, Phoenix and others which is coded in Java, Unix scripting, XML and .Net; APTRA packages are pushed through TIVOLI which uses Opteview .

Have worked on SVP, SVT and POS transactions.

Provided system requirements, supported test automation, created test plans, test cases, developed data requirements, executed test cases, and reported the results to the upper management in an organized fashion using ALM- MKS and MS office products.

Co-ordinated international resources, obtained daily status from them, pull out report in Quality Center and present it to the client. The daily status included - defect management (number of defects fixed, planned to be fixed, number of defects closed) – Scripts execution status per project, daily number of scripts passed, scripts in no run status. Made sure that the projects met the timeline.

Compiled operations analytics on a daily, weekly and monthly basis by developing accurate dashboards and reports of OS2 and Fleet ATMs systems.

Analyzed business processes to identify problems and implemented solutions that improved the business process.

Communicated and presented technical solutions for business problems to line of business.

Worked closely with development teams to foster successful releases and assist them in implementation of the test deliverables to ensure all software products meet organizational standards.

Prepared test scripts in the test management tool called ALM which supported scenarios identified in system requirements.

Developed test Automation Assets and provided test scripts traceability back to requirements. Prepared test environment involving both hardware and software configuration.

Troubleshoot issues found in the products, which included analyzing the codes, categorized them correctly, logged defects and retested the issues and supported the testing effort throughout application deployment.

Identified opportunities for process improvement in conjunction with Business Analysts and Managers, by writing procedural job aids for new business processes and reporting.

Communicated well with users, management, team members, and present data in a clear and concise manner that is easily understood. Maintained a professional attitude and flexible schedule toward excellence in work.

Environment: QTP 9.2, Oracle 11g, Java, Unix, MS SharePoint, .NET, OpteView(TM). Internet Explorer 6.0, XML, Mercury Quality Center 9.2, MS Excel

Senior QA Engineer Accenture, Charlotte, NC (06/2006 – 03/2013)

Client: Federal Government IRS (09/2012 – 03/2013)

Worked in CRM application named Accounts Management System (AMS), which was an existing enterprise application that IRS employees used to handle inventory management. AMS provided an integrated data display of tax information from different systems.

Created use cases by learning the flow chart of the CRM application.

Created quality test conditions and test scripts by analyzing the requirements, design, business scenarios and conditions identified for the application. Quality test scripts covered all the required functionality, accurate navigation steps, input/localized data, and expected results.

Identified the test data and other requirements for test conditions and test scenarios.

Executed scripts according to the defined testing process, which included execution of completing java and Unix scripts, documenting actual results, defects and test case/ script status and participated in defect resolution process.

Created traceability matrix to keep track of the progress, and modules for automation.

Recorded risks and issues in accordance with the project's problem and made various methods to resolve those issues.

Environment: Rational Functional Tester, Oracle 11g, Java, Unix, MS SharePoint, MS Excel

Client: Bank of America (06/2006 – 08/2012)

Worked with Merlin Teller and ATM teams as a QA /BA, which come under Banking Center Channel Testing. Merlin Teller is a Web based application system used by Banking Center Tellers to process financial transactions for retail and commercial customers. Some of its features are to process all financial transactions such as deposits, withdrawals, payments, consignments, electronic withdrawal and transfers.

Worked with Home Loan Mortgage team as Operation Support Specialist for Business Process improvement by preparing accurate dashboards and reports on daily, weekly and monthly basis. Wrote procedural job aids for new business processes and reporting needs. Analyzed business processes to identify problems and implemented solutions that improved the business process. Communicated and presented technical solutions for business problems to stakeholders and owners. Documented and explained complex business operation needs to software developers.

Reviewed, analyzed Requirements, high level and low level design documents to create test deliverables including test plan, scenarios, and test scripts.

Actively interacted with technology teams, business analysts, and developers to obtain testing scope, timelines, and clarifications.

Coordinated testing efforts across multiple applications and releases simultaneously.

Provided estimates for number of Test scripts and its execution time; forecasting testing times and resources for multiple initiatives.

Coordinated and managed offshore, near shore teams with all testing activities – overlook creation, scheduling, & execution of test scripts, defect management in Quality Center. Made sure that the projects met the timeline.

Ensured test coverage for all the requirements using test coverage matrix. Tracked and resolved Testing issues and Risks. Led Defect Meetings and Defect Triages.

Communicated regular testing status to all the stakeholders - business, technology and testing teams to meet their expectations and obtain sign offs.

Assisted Release Manager in various releases as a Release Coordinator.

Wrote test scope, test strategies, test plans, test scripts, uploaded scripts on Quality Center and executed scripts, ran the reports and validated the reports.

Certified Microsoft Hot Fixes, Production Fixes, Government Treasury Bonds, Adobe fixes in various zones like California, Model, Mid West and North West servers, before the packages goes in production. This is done on an onshore - offshore model.

Certified Government Treasury Bonds and Shares which is a part of Capital Market

Set up the servers and the workstations at the frontend and the backend for the application for every release

Conducted the estimation for the project, resources allocation according to the business partners’ allocated budget.

Co-ordinated, managed and managed, onshore and offshore resources, got the daily status from them, both manual and automation, pulled out report in Quality Center and present it to the Client. The daily status included - defect management which included daily number of defects fixed, planned to be fixed, number of defects closed. – Scripts execution status per project, daily number of scripts passed, scripts in no run status.

Coordinated with developers, functional testing team, Line of Business, Gasper, the ATM vendors such NCR, Diebold and Wincor.

Clarified client requirements, business needs and project objectives using MS tools like as Visio diagram and MS project, Excel, via client meetings, with all stakeholders.

Conducted business analysis, project assessment and feasibility determination, with large team of project managers, developers, testers, architects, and users by applying professional efforts in a prioritized manner to ensure all projects met their milestones.

Worked with software installation team to install, upgrade, and patch ATM software tools in the various windows based NCR desktops and servers.

Trained the users to verify the transactions, made sure they knew what error messages meant, analyzed them, then logged defect, and escalated them to proper channel.

The other projects included MBNA Credit Card merger, Dodd Frank, Merrill Lynch acquisition, various releases of Sys Prep, production defects testing and on various other projects helped out other testers.

Environment: MS SharePoint, QTP 9.2, NET, OpteView(TM). Internet Explorer 6.0, XML, Mercury Quality Center 9.2, MS Excel, VB Script, Oracle 10g, Java, Unix,

Education:

RKN Engineering College, India Bachelor in Engineering (Electronics & Power)

NIIT, India Honors Diploma in Computer Science

References available on request

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