SUMMARY:

• ITIL - V3 with experience in Software Quality Assurance Analyst, Service Delivery,, Software Testing and Incident/Project Management of GTM - IT Applications, Retail along with Vendor Management.
• Expertise in Software Quality Assurance (SQA) of Web and Mobile applications.
• ISTQB Certified Software Tester.
• Hands on experience inMobile App Testing (Android and Windows OS).
• Experience in Analysis of Bug Severity, Bug Tracking system and Bug Reporting.
• Worked on Agile Projects.
• Managed Live Production issue providing appropriate severity and performing the required triage mechanism as define SLA.
• Responsible for the effective implementation of the process "Service Desk and Incident Management".
• In-depth knowledge of FMCG/ERP Distributor Management System applications for Order Management, Inventory Management, Sales KPI, Reports (MIS), Accounting Management, Billing and EOD jobs.
• Worked in end-to-end deployment of DMS/ERP (Distributor Management System), NewsPage application from requirement analysis to System study, Testing, De- Bugging and Documentation.
• Comprehensive knowledge of hardware and software technologies to provide a powerful combination of analysis, implementation and support.
• Proficient at maintaining cordial relationship with customers, ensuring quality and service norms to achieve customer satisfaction and business retention.
• Experience in managing teams in onsite offshore model.
• Played as role of Team Leader, managed team, distributing responsibility and reporting back to customer.

TECHNICAL SKILLS:

Operating System: Windows9x/ 2000/2003/2007/2008.

Languages: C, C++.

Database: SQL Server SQL Server 2008, Ms-Access.

Testing: ERP/Web And Mobile Application Testing. Quality Assurance/QA Strategy, Requirement Management, Test Case / Script Development, Test Management, Test Planning & Implementation, Test Strategies.

Tools: HP Service Manager 9, Service now (Incident/Problem/Service Ticketing), HP ALM, Mantis and Quality Centre, Jira (Test & Defect Management), DBN Editor (Mobile Bug Analysis), Jmetter (Simulator), SOTI and Air Watch (Mobile Remote Management Tool). Microsoft Office.

Device Exposure: Samsung J2, Bluebird Pidion BIP5000, Samsung Galaxy Tab 3, Motorola MC70.

Domain: Retail, FMCG, SCM and Banking.

PROFESSIONAL EXPERIENCE:

Test Lead - Environment Strategist

Confidential

Responsibilities:

• Worked on devise and implement Environment Management strategy.
• Responsible for environment test readiness Incident management, Change, Release management and Batch operations support
• Responsible for preparing Transition and Knowledge Transfer planning.
• Worked for preparing Environment set-up plan and checklist.
• Worked to verify requisite connectivity requirements to set-up Environment.

QA Testing and Application Support Lead

Confidential

Responsibilities:

• Worked on test case preparation, execution for SIT (System Integration Testing), unit testing, system testing, user acceptance testing and regression for web application and mobile/handheld devices.
• Documentation of UAT test scenarios, test cases and test scripts.
• Definition and preparation of test data.
• Responsible for testing & releasing new applications for existing and new sites.
• Worked on end to end based testing on user prospective.
• Test management using Mantis, Jira, HP ALM and Quality Centre.
• Involved in test estimation, planning and execution on strict time lines.
• Worked as a BA (Business Analyst) for sustain team for analysis and providing overview of issues.
• Pear review of test packages.
• Identification and analysis of application defects.
• Preparing monthly metrics report.
• Worked on Agile Projects.
• Performed Quality Assurance (QA) and Quality Control (QC) tasks to monitor software quality and analyse associated business/technical risks across the software development lifecycle for projects.
• Worked on implementing enterprise-wide policies, procedures, quality metrics and standards.
• Worked on application deployment activities, closely worked with technology development teams to ensure standard support criteria are met prior to implementation.
• Responsible for executing and monitoring Smoke and Sanity test.
• Extending functional support to the application sustain and developer team for “bug fixing” which occurs after every production release.
• Managed process of reports development & customization, data loading, test cases development, User Acceptance Testing (UATs), providing support and to the users.
• Worked on SQL queries to check successful transactions and creation of test cases.
• Worked closely with the developers of applications to advise concerning changes on system-levels.
• Worked in Mobile applications usability, reliability, performance and operational testing after deploying handheld release.
• Analysed log files of mobile application using DBN Editor for RCA purpose.
• Production DB changes/updates for defect resolution.
• Provided support for business during UAT and giving feedback to concern team.
• Worked on MIS Reports.
• Approving results of corrective actions based upon predefined verification criteria.
• Supported application team in Disaster Recovery mechanism.
• Supported on server migration activity.
• Worked on troubleshooting Bluetooth connectivity issues in HHD.
• Worked on troubleshooting GPRS configuration in HHD involving data synchronization with central system.
• Leading team of 6 people, sole responsible for NewsPage SAMNA level 3 functional supports.
• Ensuring team to meet the SLA (Service Level Agreement) with respect to Incidents and Request.
• Expert in root cause analysis of incidents.
• Experienced on prioritizing issues based on business and operational needs.
• Responsible for providing workaround for real time bugs in production till the ECR is deployed.
• Conducted structured periodical reviews with customer & targeting to 100% adherence of SLA.
• Responsible for creation/updation of KEBD (Knowledge Database) and to reducing workaround time for issue occurring in future.
• Responsible for timely escalation of critical production incidents and proactively identify patterns of recurring incidents to improve service stability.
• Organized different support teams and managed P1 calls for rapid problem resolution.
• Initiate bridge calls drive communication and teams to ensure uptime of infrastructure within service levels.
• Responsible for application’s Access Management.
• Maintained documentation on issue corrective actions in line with best practice to ensure knowledge accessibility and continuous learning amongst team.
• Communicate users with update in case of know event management.
• Worked on updating SOP documents and release notes for Service Desk on upgradation.
• Preparing weekly and monthly review reports and representation of it to Business Clients.
• Managed in data collection activities for client Audits.
• Successfully managed the new site rollouts for PepsiCo for DMS and Handheld devices.
• Responsible for resolving the application issues within predefined SLA.
• Manged and conducted periodical functional of the application to Business users and deployment engineers.
• Providing on call support even on Non/SLA hours for urgent issues.
• Co-ordinate with multiple external teams (like SAP, Sales and DW) to get the issue resolved within SLA.
• Supported to client for various project and application upgrade process (Server Migration, Disaster Recovery mechanism)
• Manging stakeholder communication during the time of outages.
• Responsible for creation and updation of Problem tickets for all the repetitive Incidents.
• Worked on getting approval for change to be authorized by cab.
• Worked on classifying the change to cab (Minor, Medium or Major).
• Worked on asset management application Apex Live, which handles all the cooler governance (Cooler/Racks Management) unit of PepsiCo.
• Worked on application which manages Master data and Business/Field KPI.
• Worked on processes which integrate with DW/ Reporting server and SAP team for master and primary stocks.

Application Support and Testing.

Confidential

Responsibilities:

• Managed the production support team for Incidents.
• Worked on root-causes identification of incidents and defect.
• Application to Business team and field engineers including Inventory, Pre - Order Capturing, Sales Process, Day End Settlement process and Reports.
• Managed on level 3 functional support for the application.
• Prepared and managed on monthly Incident performance status reports to senior management.
• Worked in triaging to resolution of real time issue.
• Worked with client services to ensure the quality of delivered application as well as ensuring timely bug resolution.
• Reviewed progress and results of problem tickets with client and senior management.
• Managing stakeholder communication during the time of outages
• Responsible for insuring issues resolved with in predefined SLA (Service Level Agreement).
• Data support for Production team.
• Defect reporting and tracking through Mantis.
• Production DB changes/updates for defect resolution.
• Continuous follow up with developers in order to fix bug and to deploy the release.
• Worked on SQL queries to check successful transactions and creation of test cases.
• Worked on developing reports & customization, data loading, test cases development, User Acceptance Testing (UATs) and provided necessary support/ to team.
• Created and manage test cases and execution for SIT/Regression for web application and handheld devices.
• Managed documenting of UAT test scenarios, test cases and test scripts.

Deployment Engineer

Confidential

Responsibilities:

• Ensuring of readiness site for pre request master data & Hardware configuration. Raise and react alarm in case of issues identified in visit.
• Handled technical issues & solving them effectively, managing DMS Application remotely.
• Worked on different types of documents & PPT’s for the DMS specific.
• Installation of software / Packages, Internet Configuration, Proxy Settings.
• Web Portal preparation for the K-Base.
• Successfully managed the new site rollouts for ITC for DMS and Handheld devices.
• Application testing, Bug identification and updating COE team.
• Testing & Deployment for patch and new version release.
• Supported others team members to improve their performance & the call closure on time.
• Deployment of client application to end user based on the PMO’s implementation plan.
• Co-ordinate with multiple teams to get the issue resolved within SLA.
• Conducted application to end users Including Inventory, Sales, Stock, Reports to the end user (distributor/operators).
• Installation and configuration of News Page Middle Layer Application on Desktop and hand handle devices.
• Installation & configuration of SOTI (Remote Monitoring Tool).
• Manual configuration of the devices for Data Synchronization from the NewsPage Middle Layer application.
• Supported Hand Held Devices, SOTI and NewsPage Middle Layer application.
• Co-ordinate with end user for issues as a proactive measure.
• Regular customer attraction for monthly meeting business officials (business coordinator / critical users) on monthly basis.