QA Analyst

SHRIDHAR V. SAMAGA

********.******@*****.***

281-***-****

SUMMARY

Over 8 years experience in IT Enterprise Infrastructure with primary focus in Contact Center Technologies. Knowledgeable in Front End System Administration, Backend support (Hardware & Applications) and Call Center Operations (inbound/outbound).

TECHNICAL SKILLS SUMMARY

Operating Systems: WIN 2003,WIN-XP, Unix (Sun Solaris 10.0)

Programming Tools: MS-SQL (writing queries & stored procedures)

Platforms: Aspect Predictive Dialer (Unison 7.1), Cisco ICM 5.0,

Witness Agent Monitoring 5.2, 6.4, 7.7,

Verint Ultra 9.3, Avaya dialer (Proactive Contact 3.0,4.1)

Reporting Tools: Avaya CMS12.0, Aspect ComposeIT, Austin Logistics’ Calltech (best time to

call), OnQ

QA tool: HP Quality Center 10.0

PROFESSIONAL EXPERIENCE

eSolutions Inc., San Jose CA 01/2011 – Present

(Client: Tata Consultancy Services/ JP Morgan Chase,

Wilmington DE)

QA Analyst (Enterprise contact center services)

• Writing test plans& executing test cases for Avaya Dialer & other desktop applications

(Core, Business, Utilities)

• Creating defects for failed test cases within quality center and working on resolution

Pyramid Consulting, Atlanta GA 2009 – 2010

(Client: Capital One, Richmond VA)

Business Analyst III (Collections IT Group)

(Platform: Avaya Proactive contact 3.0)

• Designed record selection criteria for dialer jobs for Attempt Capture Reduction,

Cycle / Due Date Chasing (using parameters like Random Numbers, Days past due, Call Buckets)

• Performed Call Completion Code uniformity across multiple dialers - developed ms-word document to describe initial draft of differences, developed ms-excel spreadsheet to document codes on all dialers for comparison (predefined & customized) and to define all possible options for bringing uniformity.

• Developed Dialer Dashboard Spreadsheet (ms-excel) to collect data from dialer (health checks, download list sizes, call result codes, minutes at peak speed...). Constructed Pivot tables and charts (graphs) within the excel spreadsheet using vlookup,formulas for analyzing data (upward /downward trends). Set conditional formatting to give indications when any data values went above threshold.

HSBC AUTO FINANCE, San Diego CA 2007 – 2008

Leading provider of auto financing for new and used vehicles (part of HSBC-North America)

Operations Systems Associate (Collections Strategy – Call Center Technology Group)

• Dialer administration (Aspect Unison 7.1)

• Daily campaign management (inbound/outbound)

• Built & monitored campaigns and adjusted campaign attributes

• Performed daily uploads/downloads.

• Sent (via email) open/transfer/close reports on a daily basis.

• System administration of witness 7.7 call monitor

OPTION ONE MORTGAGE CORP, Irvine,CA 2003 – 2006

Residential mortgage lender and a subsidiary of H&R Block

Network Engineer

Worked closely with internal business customers and vendors on support and other issues as a member of the IT-Enterprise Infrastructure, Contact Center Group. The Aspect Unison Predictive Dialer was built on a Sun V880 server running Solaris 9.0. SunBlade150 was used for web services (part of the predictive dialer). Role included, but was not limited to monitoring services on the servers, scheduling cronjobs, using vi text editor, running SQL queries on databases, performing system backups.

• Planned & implemented the install of Aspect unison dialers at multiple sites

• Wrote infrastructure architecture diagrams using Microsoft Visio

• Wrote SQL scripts to query witness database (and set stored procedures) using selection criteria given by the business QA team , Designed score card templates.

• Backup (secondary contact) support for Cisco ICM 5.0

• System Administration of Verint Ultra 9.3 call monitor

EDUCATION

BSEE, Electronics & Communications

University of Mysore, Mysore, India

(website: www.nie.ac.in)

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