SUMMARY

• Achieved 10% gain in productivity by simplifying audit process to a customer focused industry standard COPC aligned process and optimizing teh activities (eliminating redundant work)
• Managed changes by re - training of teh quality auditors to teh new audit form and teh audit automation tool gained another 20% productivity through automating teh complete audit process without any additional funding.
• Gained 15% cost savings through workforce management and contract negotiation. primarily through migrating managed projects to a managed services contract reducing cisco overhead.
• Re-vamped teh customer feedback to include internal and external customers with additional analysis code to clearly identify teh root cause of teh feedback. and track all teh issue through a close loop tracker till closure.
• Achieved cost avoidance by managing a work assignment tracker, updated quarterly which halped identify redundant tasks to free-up bandwidth to take on additional work without increased spend.
• Optimized teh agent reward and recognition process
• Created a model to calibrate agent onboarding and certification model for recognition

TECHNICAL SKILLS

• Oracle R12, SQL Server 2016, MySQL, 7.7.17 Access 2016
• Java V8, JavaScript 1.8.5, PHP - 7, python 2.7.13, VBScript5.8, HTML5, CSS 3
• HP Quality Center 10, (HP Application Life Cycle Management ALM 12.53), JIRA6.4
• Selenium IDE 2.9.1, Selenium WebDriver 3.3.1, QTP 9.0
• Test case (Test Script) development (Positive, Negative, exception, Data validation, Test data creation
• Traceability Matrix (Functionality mapping with Test case)
• Waterfall and agile testing methodology Test management:
• Unit, Integration, System, BAT and UAT testing.
• Performance, Security, Usability and compatibility testing

PROFESSIONAL EXPERIENCE

IT Service Lead

Confidential

Responsibilities:

• Managed numerous critical periods like quarter end financial book closures.
• Worked closely with Customer support team to review and reduce cycle times.
• Led teh implementation of teh RCCA (causal analysis) process in CCIT, and managed teh partnership with EIO (Excellence in Operation) team.

Quality Engineer

Responsibilities:

• Identified and managed global performance characteristics of all Cisco tools (external and internal) during Cisco ERP upgrade from 10.7 to 11i.
• Designed Automation Framework, teh Test suite for Order Management and 16 other customers facing web applications.
• Set up and implemented Test Director (Quality Center) in Cisco.
• Vendor Management:

QUALITY PROGRAM MANAGER

Confidential

Responsibilities:

• Audit Process Optimization, instead of being just a check points we made it to a more customer experience centric in alignment with COPC guideline. My responsibilities are recruiting talent, managing budget, architecting quality framework in alignment with COPC. Design, build and test necessary supporting tools in Java, Apache Tomcat and Oracle as backend database. Used Selenium, Java and TestNG exclusively for test development and execution following agile methodology.
• Owned and Actively Managed Support for Order Management, Web Applications and Oracle Teleservices (CS case management tool).
• Acted as teh primary liaison between IT and Business Teams, providing critical input to each team in order to establish priorities, define approach, and craft innovative solutions.
• Successfully improved key business metrics such as: incoming case rates, training issues, production data fix (PDF) counts, Root cause analysis & corrective action and case age.
• Successfully partnered with key business clients to define scope, priority and options for production issues to be addressed during upcoming release deployments.
• Subject matter expert for various web and back end ERP systems.
• Provided key inputs in a broad spectrum of areas in particular for platform and data migration activities in order to streamline post production support.
• Tracked various deliverables, ensured schedules and budgets were met, provided timely updates to teh management team.

SPECIALIST

Confidential

Responsibilities:

• Acted as communication focal and coordinator for teh cross-functional business testing of over sixty IC applications.
• Developed successful test strategies and managed large scale production releases for multiple front-end and back-end commerce applications. Developed and implemented department wide test strategies and standardized processes increasing communication efficiency and reducing risks of introducing new application defects.
• Acted as subject matter expert in training cross-functional groups on tool functionality and developed training material on key commerce applications.
• Managed QA activities for all development, implementation, and growth of Teh Order and Change Order Tool (COT) program. COT functions with a robust backend engine capable of handling all varieties of change requests and is Cisco’s most complex online application that contains all teh functionality of teh Online Ordering System.
• TEMPEffectively improved and maintained COT usage rates by driving global theatre partnerships to communicate and train customers to teh benefits of using COT. Maintained and supported COT on a global scale with limited resources and aggressive timelines.