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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLELINKEDIN LINK AVAILABLEVisa Status: US CitizenQuality Assurance, Customer and Product Support EngineerSummary:Customer and Product support Engineer with a track record of exceeding goals and driving customer satisfaction.Experience in streamlining internal process to address Production Customer Support issues.Experience in Product support and testing applications in diverse domains which include Finance application interfacing with Sales Force,Casino Gaming, Point of Sales, Energy, Network and Cyber Security and Enterprise Content Management system.Experience working on Agile based projects, SDLC, STLC, System Testing, Software Quality Assurance methodologies.Experience in leading Quality and Support team in successful product launches.Experience in testing Web Services (SOAP, REST) using tools like Postman, Ready API, Soap UI, Mule -RAML API console.Experience in translating Business requirements to Use Cases, Creating Test Plans, Test Cases and Requirement Traceability Matrix.Experience in authoring and executing Smoke, Functional, Regression Integration, Browser Compatibility, End-to-end, Data Base, Localization and UAT testing.Experience in writing and executing SQL queries.Experience with Web-based Test management and Defect tracking tools like ALM, Quality Center, Jira& Helix.Good working knowledge on Version control and Build management involving ClearCase, GIT, Maven, ANT, Jenkins.Good working Knowledge on core Java and Selenium automation tool using TestNG framework.Excellent Communication, Collaboration, Attention to detail &Trouble shooting skills & an ability to learn new things quickly.PROFESSIONAL EXPERIENCECustomer and Product Support Engineer Jan2024-CurrentDepartment Of Social Services-Benefits CenterLocation: East Hartford, CTKey Project:First Touch: A Benefit suite that includes MEDICARE, MEDICAID, SNAP, TFA, SAGA CASH, STATE SUPP CASH.Interfaced with diverse Customer base, addressed issues with patience and empathy resulting in 20% increase in customer satisfaction scores.Handled 50 customers per day, assisting through phone, email and live chat achieving 85% first contact resolution rate.Documented customer interactions in APP DYNAMICS-365 data base, reduced on boarding time for new customerService representative by 15%.Provided satisfactory resolution to user requests/incidents within the agreed SLA by escalating calls when necessary to next level, reducing on hold wait time.Participated regularly in training sessions to stay up to date on company Policies and Procedures.QA/Customer Support EngineerKonica Minolta-Printing Co July2023-Sep 2023Location: Windsor, CTKey Project:Dispatcher Phoenix: An Enterprise Content Management (ECM) system that uses an automated workflow builder to digitalize & process the paper documents.Interacted with customers to gather relevant &missing information which includes screen shots, videos related to the incident reported leading to quick turnaround time for resolution.Actively collaborated with Cross functional teams to enhance knowledge base articles & trouble shooting guide.Participated in Product review, providing feedback and insights from customer perspective.Developed strong relationship with customers and coordinated beta, UAT testing facilitating successful product roll out.Coordinated multiple team efforts to drive customer cases to closer.Generated quarterly incident reports for review by the management.Participated in Agile scrum meetings, performed Smoke, Functional, Regression & Integration testing, identified and logged defects and followed through resolution.QA Engineer (Remote)Absolute Software -Cyber Security Co Aug 2022-Apr 2023Location: Seattle, WashingtonKey Project:Remote Browser Isolation (RBI): A web security solution that is delivered to the customers as a cloud hosted service to protect the end users from internet borne threats such as infected file downloads, Malicious website links from phishing emails, Web borne Malware&Ransomware.Participated in Agile sprint meetings, provided inputs for story/feature acceptance criteria creating high quality product with low defect rate.Authored test cases in web-based Test Case management& Defect management tool-Quality Center resulting in complete test coverage.Deployed Virtual machines (VM), installed Secure Access client on VMs, upgraded the Secure Access client to latest build and tested the product leading to identification of RBI inconsistencies across multiple browsers.Tested Authenticator applications (FortiClient, Microsoft, Duo Mobile, Google Authenticator etc.) on Mobile devices across various browsers (Safari, Edge, Firefox, Chrome) and identified browser and authenticator application functionality issues.Performed localization testing on devices (Android, iOS, iPad, Mac, Windows vm), logged defects and followed it through resolution.QA Engineer March2019-Jun 2022Iroquois-Natural Gas CoLocation: Shelton, CTKey Project: Iroquois-New ShippersIroquois is a Natural Gas Pipeline Operating Company delivering gas to Commercial, Industrial and local Distribution companies for residential use.Created test data for test environment.Led Product documentation effort for Users Guide.Participated in change control, created/ updated test plans& test cases ensuring complete test coverage.Performed functional testing on Iroquois applications (New Shippers Service, IOL, Info Postings etc.) per North American Energy Standard Board (NAESB) using Imperva firewall that resulted in identifying and resolution of functional issues.Coordinated UAT testing efforts with end users facilitating timely signoff on the end product.QA EngineerMohegan Sun -Casino&Gamining Co Nov2014-Jan 2019Location: Uncasville, CTMohegan Sun is a gaming industry with vast product lines that are stand alone and integrate with third party applications like Kiosks, Point of Sales etc.Contributed to application migration from legacy system to a high-performance system with mobile based user interface. Performed Smoke, Functional, Regression, Integration and Database testing on product leading to increase in product sales.Worked with Product management &development team to define clear acceptance criteria, translated requirements to Use Cases leading to creation of robust set of test cases.Gathered use case scenarios, created test plan, test cases and performed End to End testing on mobile devices like iPad, iPhone and android etc. resulted in identification of functional and nonfunctional issues.Performed SOAP/REST web services testing using SOAP UI, MULE API console to test Middleware MULE ESB and transaction modules such as Momentum dollars, Comps, Coupons, Gift Cards etc. resulting in bug free and high-volume transaction processing system.Identified test cases for automation resulting in 30% reduction in manual testing effort.Trained end users, reviewed documentation, reproduced client reported issues, logged defects in ALM facilitating resolutions with shorter turnaround time.Coordinated with cross functional teams to develop use case scenarios for integration testing with 3rd party applications such as Bally loyalty, Adobe Campaign etc.QA Engineer (Remote) Jan 2014-May 2014AT&T-Vantiv-Payment Processing Co.Location: Cincinnati, OhioMerchant Enabled Boarding Application: Vantiv is a Financial Company with vast product line that includes Mobile based Point of Sales applications that integrate with third parties like AT&T, Bussey bank and Fifth Third bank.Modelled the workflow in STARC (an in-house modelling tool), authored Test cases in Quality Center, performed Functional testing for a Sales Force based mobile checkout application leading to a fully functional merchant boarding system.Enhanced existing test suite to provide coverage for feature enhancement and Regression testing and logged defects in Quality Center.Created platform metrics and performed application UI testing on various browsers ensuring browser compatibility.EDUCATION & AWARDSMasters in commerce and PG diploma in Computer Applications-Osmania University, Hyderabad-India.Mohegan Sun 2016 Micimee Award winner for outstanding Product support and QualityVolunteered for Barret Jackson (an antique car show event) held at Mohegan Sun. |
