Quality Assurance Customer Service

Bikash Shah

***** ******* ***** *****

Watchung NJ 07069

Phone: 402-***-****

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

Seeking a position as a QA analyst in which my skill, knowledge, and experience will be utilized to best benefit the organization.

Summary of Experience

Excellent knowledge of Software Development Life Cycle (SDLC), Iterative Software Development Life Cycle Process as per Agile Methodology and sequential Software Development Life Cycle per Waterfall Methodology.

Well-experienced in executing QA responsibilities in Utilities, HealthCare, Financial and Telecommunications Domains.

Proven success as a Quality analyst through years of providing a well-balanced understanding of business relationships and business requirements, and working with Development Teams.

Performed Unit testing, Smoke testing, Regression testing, Functional testing, Integration testing, and White box testing and black box testing.

Identifying and creating test scenarios, test scripts and executing manual test scripts.

Knowledge of Quick Test Professional.

Developed Test Cases from Use Cases, reviewing test plans to ensure Use Cases accurately reflect Functional and User Interface testing (Manual and automated testing using Quality Center).

Strong Experience in development and Implementation of Test plan and Test Cases.

Expertise in Data Driven testing and creating reusable functions.

Expertise in writing SQL queries and Solid Back End testing experience by writing and executing SQL Queries, Nested Queries, Joins (Self, Cartesian, Inner, Outer) for Oracle, DB2, and SQL Server Databases.

Extensive knowledge of the relational data modeling and relational database concepts like tables, Primary and foreign keys, Views and Referential Integrity.

Experience in testing, creating, editing and manipulating the files in the UNIX Environment.

Adept at working inshore as well as with offshore teams.

Adaptable to work both as a team member as well as independently.

Professional analytical, and Organizational Skill strengths.

Strong writing and analytical skills. Ability to communicate technical concepts in a non-technical manner.

Excellent interpersonal skills.

Education:

Bachelor in Computer Information Systems, University of Nebraska at Kearney, USA 4/2000

Bachelor of Business Administration, Tribhuvan University, Nepal

Pursing Master in Management Information System (MIS)

Training:

Leadership Training, Business Opportunity Training, American Express Security Training, VXML Training, C++ Training.

Skills Matrix

Operating Systems UNIX, MSDOS

Language Known C, C++, SQL, HTML, Perl, TCL, PHP, Java

Database Oracle & DB2

Web Technologies HTML, Web Sphere

Bug reporting tools Test Director, Track Record

Testing Tools Quality Center

Other Tools Word/Excel, Visio, Access, FTP

QA Analyst

Verizon Wireless (Client of BA Associates ) 9/2010 to 9/2012

Wireless

Verizon Communications is a provider of communication, information and entertainment products and services to consumers, businesses and governmental agencies. Verizon wireless’ communications products and services include wireless voice and data services and equipment sale, which are provided to consumer, business and government customers across United States.

Worked on various projects e.g. Authentication, Payments, Consumer Care, B2B, Privacy Manager, CPNI, Over the Air Activation, Salt Lake Migration, CMO, HP Bypass, B2B aggregate, API Migration for #MIN, #DATA, ISIS THOR, Vendor Support, Predictive IVR, APO, Technical Support Redesign. One of the recent projects that I worked was the Technical Support Redesign where the customer was routed based on their Device Category (Device based routing). A predictive treatment used to know that the customer was a repeat caller and send them down to the last agent type they spoke with in the earlier call. The redesign helped company with significant cost savings and increase in customer satisfaction.

Responsibilities:

Created test plans and test strategy document analyzing the System Level Requirement Document (SLRD), Design Level Requirement Document (DRD), Technical Design document (TDD) and Functional Requirement Document (FRD)

Worked with various Internal teams in testing parts of the functionality - Billing System, Point of Sale, DMD, ACSS, DVS, ITNUC, CTI.

Actively participated in testing modules/functionality between the IVR-DVS-VISION applications.

Coordinated the Integration, System, Regression, and Failover testing between the different modules in the IVR.

Familiarity with Agile methodology. Attained scrum meeting on a daily basis to discuss about the problems faced in the project.

Design and implemented test suites on assigned test areas based on project team meetings, documents, and self-investigation.

Involved in a FUNCTIONAL testing, SYSTEM testing and REGRESSION testing of the front-end IVR applications. Involved in INTEGRATION testing with various departments inside Verizon.

Developed Test Cases from Use Cases, reviewing test plans to ensure Use Cases accurately reflect Functional and User Interface testing (Manual and Automation Testing using Quick Test Professional and Quality Center).

Experienced in performing Backend Testing by writing and executing complex SQL Queries against Oracle databases.

Performed traceability matrix to fix discrepancies in the business requirement document and Test Plan.

Opened defect in Mercury QC as needed. Involved in Meetings with Developers, Business Analyst for defect resolutions.

Created test steps/cases for functional testing that included front end testing (positive/negative field level testing/scenario testing, end to end, and regression testing).

Facilitated in Defect Calls for the prompt resolution of defects by coordinating with business teams and development teams.

Environment: MS-Visio, MS Office, Java, Web services, XML, HTML, MS Suite, SQL server, Oracle, MS Excel, Quality Center.

Quality Assurance Analyst

West Corporation 3/2009 to 9/2010

Health Care Vertical

Headquartered in Omaha, Nebraska, West processes billions of minute in voice-related transactions every year. West specializes in the creation of solutions that cover every aspect of voice communication.

West helps leading Healthcare organization harness technology to meet the increasing demand for patience customer service delivery. They drive high levels of member and provide self-service, achieving patient adoption and adherence through proactive engagement, as well as delivering solutions focused on ensuring and measuring patient satisfaction. West provides application support to many fortune 500 companies including CVS, Walgreens and United Health Care.

Responsibilities:

Developed Test Cases, Test Scenarios and Test scripts, reviewed and approved by Business Analyst and Users.

Test Scenarios mapped using Business requirements.

Execute the Test Script using Quality Center. Wrote defect using Quality Center.

Responsible of the test coordination and test execution of the various functional areas.

Performed Quality Assurance Functional, White Box, Unit and UAT testing.

Directed, created and executed test cases/scripts in QA environment.

Involved in regular Test meeting with Test Lead, Projects Manager and Business Groups.

Participate in daily status meeting with Test Lead.

Report defects and track them through closure.

Involved in Defect tracking, Defect documents, Fix/patch deliverables, Fix/patch priorities, defect work-around.

Worked on application for Caller Identification and authentication. The authentication used was the four digit number when setting up their account.

Worked on application for Claim Status and information. This application allowed customer to hear their order claim status and their shipping information.

Worked on application for Referrals. This application allowed customer to refill their medication based on previous refills and authorization.

Performed Manual Testing of Caller Identification and authentication, Claims Status and Referrals.

Interacted with Business Analysts for UAT (User Acceptance Testing), and tested the possibilities of system failure with UAT.

Verified and Validated the Data using SQL queries in built Testing Tools.

Environment: MS-Visio, C, C++, SQL, Informix, UNIX, Quality Center.

Quality Analyst

West Corporation 3/2005 to 3/2009

Financial Vertical

West provides services to leading credit card issuers, banks and brokerage for industry leading customer contact solutions to acquire customers, strengthen relationships and drive more value throughout the customer life cycle. West provides application support to many fortune 500 companies including Bank of America, Capital One, US Bank Corp and American Express.

Responsibilities:

Involved in writing the Test Strategy Document, Test Cases and Test Scenario based on Use Cases from BRS/BRD Document.

Created Test Plans by going through the design and functional specifications.

Followed Agile – Scrum testing methodology.

Worked on application for Card activation and authorization.

Verified and Validated the Data using the SQL queries in in-house testing tools and methods.

Worked on application Account management and Bill pay. Customers were allowed to do the management of their account and were allowed to pay their bill using Debit or Back Account number.

Worked on Application for proactive outbound voice and SMS solutions. These solutions included low-balance alerts, fraud alerts, Special promotions and surveys.

Traceability Matrix was used to trace Business requirements and to validate QA test scripts.

Involved in development of test schedules based on BRD, FSD etc.

Created and executed the test cases to test the functionality of the application.

Conducted database verification testing by using different SQL queries.

Tested Host Interface transaction using Client/Server application for real time data.

Tested the process of receiving files via FTP and loading them into database server in a nightly basis.

Completed regression testing on application, modules, functionality after putting changes into production.

Identified and created test scenarios, test scripts, and executing manual test scripts.

Generated weekly and monthly status reports using Test metrics criteria.

Involved in writing a Test Assessment Report.

Used products like Text to Speech, Express ID plus and Nuance to accomplish the task assigned.

Environment: MS-Visio, C, C++, Quality Center, Java, SQL, Informix, UNIX.

Programmer Analyst

West Corporation 7/2001 to 3/2005

Utility Vertical

Responsibilities:

As a Programmer Analyst my responsibilities included collaborating with CAM and Business to understand the User requirement. Requirement was given in Visio flow and BDD (Business Design Document). Code was developed based on those documents into a viable solution. Used C based class programming to write codes and used many other usable modules and function to complete the coding in most efficient and effective manner. Develop modules to make code reusable for functions that were commonly used. Responsibilities also included testing of final product before sending them to the end user for testing.

Expertise in C, PEARL, Shell, CGI, AWK, HTML, SQL, C++, COBOL, PASCAL, JAVA, Java Script, VB.NET.

Excellent knowledge C programming.

Excellent working knowledge in UNIX environment.

Experience in designing and developing WEB Pages Utilizing HTML, CGI Scripts, and Java Scripts.

Excellent knowledge in MS SQL including writing SQL query and Store Procedures.

Worked in all aspects of SDLC like Analyzing, Designing, Coding, Testing, Implementation and Supporting of applications for clients and their needs.

Worked in Small, Medium and Large applications for clients Like Twenty first century communications, Publisher Clearing House, American Express.

Wrote libraries modules like Mars and DB cascade.

Used extensive tools to generate REPORTS from Phoenix Server.

Used Class (in house application based on C) to write applications, database needs and reports.

Used products like Text to Speech, Express ID plus, Dealer Locator and out dial Products, VACD, Genesis, HAMMER Testing and Nuance.

Wrote Sub routines and functions in TCL and PERL.

Worked on Business Requirement Document, Specification Documentation and Visio Diagram as of client needs.

Provided support role to existing applications as well as legacy applications.

Worked for Billing reports, writing scripts or correcting scripts with new requirement from Business.

Mentored new programmer and interns.

Excellent experience in SDLC process.

Environment: C, C++, Perl, Java, TCL, SQL, Informix, UNIX.

Reference:

Available upon request.

Contact this candidate