IT Support & ECM Specialist with QA & Automation

Sunanda Lakshmi Padavala

********.***@*****.*** +1-630-***-****

Work Authorization: US Citizen

Professional Summary

Experienced IT and Support Services professional with over 5+ years of experience in enterprise systems, customer service, and technical support environments. Proven track record in providing L1 and L2 support for resolving software issues and maintaining productivity in 24/7 operations. Known for strong troubleshooting skills, multitasking in ticketing systems, and delivering exceptional user support under pressure. Received multiple recognitions for timely resolutions and strong documentation practices. Flexible working onsite, in rotational shifts, and respond to client needs with a proactive mindset. Expertise in ECM (Enterprise Content Management) professional with experience supporting enterprise applications, healthcare systems, and customer-facing platforms. Proven expertise in technical troubleshooting, backend system support, document management platforms, and customer service operations. Skilled in resolving web, mobile, and application issues while supporting enterprise content systems such as IBM FileNet and DB2 Content Manager. Adept at collaborating with cross-functional engineering teams, diagnosing system issues, and improving operational workflows across enterprise environments. Strong experience in incident resolution, technical diagnostics, documentation, and system monitoring tools.

Experience in software quality assurance specializing in UI Automation testing, API testing, and enterprise application validation. Proven expertise in designing and executing automation frameworks using Selenium WebDriver with Java and JavaScript, along with experience testing REST APIs and Rest Assured API testing, backend integrations, AI Testing.

Core Competencies

Technical Support & Troubleshooting

oLevel 1 & Level 2 Technical Support

oWeb, Mobile & Application Troubleshooting

oInternet & Video Service Diagnostics

oNetwork & Application Performance Analysis

oRoot Cause Analysis & Escalation Handling

Enterprise Content Management

oIBM FileNet P8

oDB2 Content Manager

oOpenText Captiva

oIBM Content Navigator

oDocument Workflow Management

oContent Migration & Repository Support

Monitoring & Cloud Tools

oAWS CloudWatch

oAzure Monitor

oDynatrace

oControl-M

oZena Workbench

Customer & Platform Support

oMy Spectrum App & Web Navigation

oBilling & Entitlement Troubleshooting

oCustomer Account & Subscription Support

oDevice Connectivity & Remote Assistance

Systems & Tools

oServiceNow

oSalesforce

oICOMS

oMicrosoft Office Suite

oTicketing & Incident Management Systems

Testing & Automation Tools:

oSelenium WebDriver, Java, TestNG, Postman / REST Assured, JMeter, JIRA / Zephyr, Jenkins, Maven, GitHub, Cucumber BDD, Rest Assured, Git, n8n workflow Automation Platforms with AI testing, AI-Powered testing tool -Test Rigor.

Testing Expertise:

o Functional Testing, Regression Testing, API Testing, Backend & Database Testing, Automation Framework Development, Integration Testing, AI Response Validation Testing, API / Web Services Testing, Backend Database Validation, Test Plan Development,Test Case Design & Execution, Defect Management & Reporting, Requirements Analysis & Testability Review .Playwright for Gen AI and AI agents for QA Automation using n8n workflow Automation Platforms with AI testing. Prompt testing and response validation, Topic/action accuracy testing, AI conversational testing, Claude code testing, Test Rigor AI Automation.

UAT & Testing:

o UAT Planning, Test Execution, Test Case Design, Traceability

Soft Skills

oCommunication & Customer Engagement

oProcess Documentation

oKnowledge Base Development

oPatience, Empathy & Conflict Resolution

Professional Experience

Charter Communications (Spectrum) – USA Sep 2025 – Mar 2026

Technical Support Specialist

Provide L1 & L2 technical support to residential customers for Spectrum.net, Spectrum.com, and My Spectrum App related issues, including login, account management, streaming, and service connectivity.

Troubleshoot entitlement and authentication issues using Spectrum Entitlement Tools, verifying device access and account permissions for TV and streaming services.

Resolve internet and app connectivity issues through guided walkthroughs, modem resets, and network diagnostics.

Assist customers in managing billing preferences, updating equipment, and troubleshooting subscription or add-on entitlements.

Collaborate with backend engineering and product teams for service outage escalations, providing accurate updates to affected customers.

Document all interactions, troubleshooting steps, and resolutions in the ticketing system for knowledge sharing and process improvement.

Recognized for maintaining 97% customer satisfaction and consistently exceeding performance metrics for first-call resolution and handle time.

Participate in ongoing training on Spectrum platform updates, security features, and new service offerings to ensure accurate and up-to-date assistance.

Cognizant

Client : Health Care Services Corporation(HCSC) Oct 2021 – Jun 2024

ECM Consultant

Provided Customer Support for ECM applications which were built in different ECM Platforms – IBM DB2 Content Manager and IBM FileNet.

Enhancing and supporting IBM Content Collector injection processes to ensure that documents coming from various sources are getting to be stored in repositories on time. Also performing analysis for any failures and fixing the same.

Customizing and supporting Captiva processes and supporting Captiva applications called ScanPlus, IndexPlus and Captiva importer.

Monitoring various application jobs through Zena workbench, Control M

Monitoring ECM applications through Dynatrace and addressing issues by working with infrastructure teams for any infrastructure related issues.

Supporting IWPM application which is a part of legacy repository called ImagePlus.

Working with end user’s tickets for any ECM application related issues by using AYS tool.

Working with different stake holders and Vendors for any integration issues with ECM application.

Addressing P1/P2 issues proactively by opening TechBridge and engaging different stake holders.

Worked on resolving multiple S5 incidents, which typically refer to low-priority, single-user issues. Using tools like Splunk, SQL Server, AWS CloudWatch, by analyzing the logs, monitor system behavior, and query databases to identify the root cause of the issue. Checked if it’s isolated or symptomatic of a larger problem and gathered insights. The goal is to identify root causes, confirm whether the issue is isolated or systemic, and provide resolution or escalating if needed.

Supporting ECM web services across enterprises and addressing issues with external applications who are consuming these ECM webservices.

Supporting ECM applications during any patching on ECM servers to make sure that none of the ECM applications are affected.

Supporting migration of documents from Legacy system called ImagePlus to CM repository and FileNet repository.

Monitoring Infogix controls any out of balance reports and takes appropriate action for any discrepancies.

Providing 24/7 Customer support for all ECM applications. worked on on-call support and open to work in different shifts.

Troubleshot software issues for end users and resolved platform errors related to IBM FileNet, DB2, and Captiva.

Managed end-user tickets using AYS and ensured timely updates and documentation of resolutions.

Performed root cause analysis on system crashes and escalated P1/P2 issues through TechBridge.

Worked effectively during patching windows and off-hours—contributing to 24/7 rotational support across ECM applications

Received multiple recognitions for timely resolutions and strong documentation practices.

working knowledge of Windows Server OS.

EXPRESS SCRIPTS, Franklin Lakes, NJ

Role: ECM Consultant Jan 2020 – Sept 2021

• Developed migration tools and conducted full lifecycle support for FileNet document ingestion.

• Designed custom FileNet workflows, search templates, and user role-based access configurations.

• Created Control-M jobs to generate performance reports and monitor workflows.

• Developed RESTful APIs to bridge frontend and ECM services.

• Provided proactive user support and conducted root cause analysis for production issues.

• Facilitated data extraction for reporting using QlikView and dynamic database queries.

• Supported annual review workflows through automation and scheduled reporting.

Education

Bachelor’s in computer science and information technology

Jawaharlal Nehru Technological University, Hyderabad, India.

Certifications & Technical Skills

Tools: Spectrum Entitlement Portal, ICOMS, Salesforce, ServiceNow, Citrix

Applications: My Spectrum App, Spectrum.net, Spectrum.com

Networking: Modem/Router troubleshooting, Wi-Fi connectivity, Device pairing

OS/Platforms: Windows, macOS, iOS, Android

Browsers: Chrome, Edge, Safari, Firefox

Soft Skills: Empathy, Conflict Resolution, Clear Communication, Multitasking

Operating Systems: Windows 10, Unix, AIX, Linux

Web technologies: Servlets, JSP, HTML, XML

Data base : Oracle 10g, SQL Server2008, DB2

Tools: SecureFX, SecureCRT, SOAP UI, Dynatrace, Control M, Everbridge, AYS, AWS CloudWatch, Azure Monitor,

Web servers : Apache Tomcat, IBM WebSphere 8.5.x,

Applications: Microsoft Office, Outlook, Web Browsers

Ticketing Systems: AYS, internal support tools.

ECM : IBM DB2 Content Manager 8.6, IBM FileNet P8 4.5.1 5.1 & 5.2, OpenText Captiva, IBM ImagePlus, IBM Content Collector (ICC)V2.1.1 & 3.0, FileNet Capture 5.2.1, ControlM, Zena Workbench, IBM Forms 8.0.1, FileNet WorkplaceXT, Workplace, Content Navigator

Achievements

Maintained 98% QA score for accuracy and professionalism in customer interactions.

Awarded “Top Performer” for exceeding call handling and customer satisfaction goals for three consecutive quarters.

Helped design improved knowledge base articles for Spectrum.net login and My Spectrum App troubleshooting.

Recognized by team leadership for maintaining composure and providing effective solutions during high-volume outage periods.

Work Availability & Flexibility

- Willing to work onsite all five days (Monday–Friday)

- Open to Hybrid and Remote work.

- Available for 24/7 rotational shifts

- Comfortable with client-driven priorities and extended hours when needed

Contact this candidate