SUMMARY

• 13 years of IT experience in analysis, design, development and implementation of CRM Applications, Client/Server Applications and Web - based Applications.
• 2 years of experience as an Automation Developer using Cucumber, Ruby to automate teh application to validate teh UI screens.
• 1 year of experience as an Automation Developer using Cucumber, Java to automate teh web services
• Experience in testing different web services using WSDL files, SOAP UI
• Strong noledge of SDLC and STLC
• Very Strong in Functional, Regression, Smoke, Scalability, Stress, and Integration testing in a multi-tiered environment using automated tools like HP ALM and Test Director.
• Tested design call flows, dialogue design, developed voice user interface, and teh technical requirements for our various Contact Center and CTI applications.
• Areas of expertise include Developing Test Plans, Creating Test Cases, Executing Test Scripts, Bug Tracking, Analyzing and documenting teh results.
• Extensive experience in writing of SQL statements in databases like Oracle, SQL Server.
• Highly motivated team player with strong communications (both oral and written ) and Interpersonal skills.
• Well experienced with Software Testing Methodology and Life Cycle Testing.
• Having excellent noledge in teh area of testing teh Computer Telephony Integration (CTI), Workspace Desktop Edition (WDE) Tool Bar, Siebel CRM, Sales Force(GUI), Genesys Framework, Genesys OCM, CC Pulse (Reporting), Call Routing strategies, Call Center Process, Interactive Voice Response (IVR), Web Applications, BO Reports.
• Proficient in Integration and Systems testing (Black box) of Web-based applications and Real Time applications and understanding of object oriented methodologies.
• Performing quality-control tests and analyses to ensure that software meets teh standards and end-user requirements
• Analyzed complex application systems issues and provides technical solutions.
• Strong Knowledge of working with Water Fall & Agile Methodologies
• Extensive experience in delivering project artifacts
• QA leader with a proven track record of strategic QA vision, quick delivery, and demonstrated ability to inspire/mentor quality assurance teams to implement latest QA programs for maintaining industrial quality standards.
• Plans and organizes tactics for improvements at work - Proven track record in driving Testing Process Assessments and working on process improvements.
• Experienced in managing teh testing activities for larger efforts that included resources onsite/offshore
• Proven track record of leading/managing teh testing efforts for call center technology applications
• Proven experience in working with third party vendor counterparts and off-shore teams to facilitate testing activities including communicating, and resolving defects.
• Strong experience in software testing processes including creating test strategy, test planning, designing test scenarios, executing tests, and tracking defects

TECHNICAL SKILLS

CRM: Siebel 8.0 7.x/6.x, Siebel On Demand, Siebel Call Center, Siebel Sales, Siebel Marketing, Siebel Communications.

Web-based Technologies: JSP, ASP, MS Visual Basic (VB) Script, HTML,, XML, JavaScript, SoapUI

Service Delivery Management: MS Office, MS Outlook Express, Lotus Notes, Microsoft Share Point.

Languages: C, Java, SQL, COBOL

Databases: SQL Server 2005/2008, MySQL 5.0/5.1, Oracle 9i/10g

Productivity Tools: Cucumber, Eclipse, Watir, Quick Test Professional (QTP) & Ruby Mine

Test Management: Quality Center, Test Director, PVCS, Bugzilla, Jira

Domain Skills: Genesys - CME, IRD - (Call Routing Strategy), GAD (Email Routing Strategy), CTI tool bar and WORKSPACE DESKTOP EDITION (WDE) tool bar

Reporting: Genesys CC Pulse (Real Time Reporting) and SAP BO Reports

GUI: Siebel and Sales Force

Areas of Expertise: Automation Testing, Iteration Backlog Issues, Iteration Planning Meetings, Release Planning Meetings, Quality Metrics, Client-Server Applications, Web Services (SOAP)

Methodologies and Modeling Languages: Agile, Scrum, & Waterfall

PROFESSIONAL EXPERIENCE

Confidential - Columbus, OH

QA Analyst

Responsibilities:

• Involved in meetings with different teams and gathering teh requirements for each DM
• Responsible for dividing teh requirements into epics / stories and writing them in Jira
• Responsible for writing features for teh identified stories in Jira using Gherkin format
• Responsible for facilitating meetings with business and providing demo as a part of sprint review
• Performed Web service testing using SOAP UI
• Identified teh test scenarios and written test scripts in Gherkin format.
• Worked with different team to identify teh test data for validating teh identified scenarios
• Executed regression, functional, and system testing
• Involved in producing test summaries and defect reports
• Used TDD (Test Driven Development) techniques where first write atestthat fails before you write new functional code.
• Identified defects and requirement discrepancies
• Worked with ADM and release management leads to gain agreement on test strategy and approach.
• Ensured that planned testing TEMPhas coverage in accordance with risk-based testing principals.
• Prepared a IST QA Sign Off card in Jira for each Quarter and attached all teh testing related documentation.
• Responsible for getting teh votes on teh IST Sign off card for each CR from teh Team and teh ADM.
• Involved in updating teh items that are listed for each Quarter and providing teh information to teh QA Release Managers.
• Involved in Functional, Integration and Regression testing for DAO products for Customer Maintenance and Open and Fund Account web service for both Consumer and Business Banking using SOAP UI which involved teh following features (me) Validating teh conversion of Prospect to Customer (iii) Open and Fund Account for CHK and SAV accounts (iii) Debit Card creation (iv) Funding teh Account (External & Internal) (V) eCoupons Submit and Print (vi) Error Codes as mentioned in teh requirements.
• Involved in Functional, Integration and Regression testing for Analyze Check Payment Float Web service which involves teh Check Deposit through ATM.
• Validate teh logs using Splunk and FileZilla to ensure all teh responses from other backend systems involved are accurate,
• Involved in giving demos to teh business at teh end of each sprint as a part of Sprint Review.
• Participated in daily stand-ups and provided teh status to teh whole team on teh cards which
• Participated in Retro meeting and actively involved in providing teh inputs on What is working, What is not working and suggestions for improvement
• Research, provide POC (proof of concept) and develop new features and enhancements as part of teh development team
• Work with JIRA for test case management, defect management, test reporting, and other functions. Participate in defect triage
• Define and execute an automation strategy working with external groups
• Execute QA and automation processes on all Engineering projects with direction from a team manager
• Conduct demos to teh clients on work done. Seek feedback from clients and adjust automation work accordingly
• Develop scripts to test API’s using Cucumber and Java
• Actively identify areas to implement automation and provide automation solutions to improve teh process
• Manage framework and test automation suite
• Monitoring testing, including tracking test deficiencies, teh development of improvements and gathering a metrics to report Automation progress to Senior Manage team

Environment: Eclipse, Soap UI, FileZilla, Splunk, IntelliJ, Jira, Confluence, MS Excel

Confidential - Columbus, OH

QA Lead - Consultant

Responsibilities:

• Accountable for developing test plans & test scripts, executing test scripts and defect management.
• All testing is considered complex and involved contact center technology which includes IVR, CTI, WORKSPACE DESKTOP EDITION (WDE) tool bar and Multi Media (Email Routing)
• Monitored and maintained end to end call routing test scenarios for voice calls and email routing
• Expertise in Call Center Pulse+ (CC Pulse) which is used for real-time reporting
• Coordinating on deliverables, keeping track of defect/bug reports in Quality center.
• Worked closely with teh Business Analysts, Developers, and Database Architect in identifying teh outstanding issues in User Requirements and Specifications.
• Responsible for complete QA Sign-Off’s on teh project applications.
• Added/updated agent skills, role privileges using Genesys CME 8.1
• Prepared test status reports.
• Provided teh estimates for teh assigned tasks.
• Lead and worked on multiple projects which involved analyzing teh requirements, preparing test plan document, identifying teh test scenarios, writing teh test steps, executing teh scenarios, identifying teh defects, re-testing teh defects and UAT support:
• Siebel Version Upgrade (2) Siebel and CTI (3) WORKSPACE DESKTOP EDITION (WDE) and Sales Force (4) WORKSPACE DESKTOP EDITION (WDE) and Siebel (5) Cicero - Siebel and CTI (6) Cicero - WORKSPACE DESKTOP EDITION (WDE) and Siebel (7) BO Reports - Advisor, Consumer, Auto Opp, DC Direct, Pensions Inquire (8) NW Bank - WORKSPACE DESKTOP EDITION (WDE) Tool bar
• Developedscriptswith Ruby for Seibel CRM web applications.
• Utilized Sequel, Cucumber, Watir-WebDriver gems along with other gems.
• Participate and provide inputs in 3 amigos and other cadence meetings
• Worked in Acceptance Test Driven Development (ATDD) techniques where to bring customers into teh test design process before coding TEMPhas begun.
• Using Cucumber for Automating Regression Suite.
• Automated web based applications using Page Objects and Watir Web Driver with Ruby.
• Used Active record for backend testing.
• UsedALM to manage test procedures and report defects
• Performedfront end,back end,GUI,Functionality, Securitytesting on teh application
• Involved in writing Test Plans by incorporating Performance Testing Objectives for Siebel / Sales Force applications which includes (Screen pops, Call Transfers & Email Transfers
• Worked with App-Dev, Production, Technical and Business Managers in planning, scheduling, developing, and executing performance tests.
• Performed services testing using SOAPUI and automated tests for same
• Created automation bed using Ruby mine
• Wrote features, step definitions in Ruby to facilitate unit, characteristics and system testing.
• Involved in validating teh BO reports for different IVR which included Advisor, Consumer, Auto Opp, etc.
• Performed quality-control tests and analyses to ensure that software meets teh standards and end-user requirements
• Working noledge of using Rational Requirements Composer (RRC) and Rational Team Concert (RTC) tools for project and NW line requirements
• Collaborated with various business functions and IT roles to develop simple and innovative solutions
• Partnered with Automation Lead on approach and test data tasks for building Siebel and Sales Force regression suite.
• Used Genesys tools like CME (Configuration Management Environment), CCPulse to configure/setup test login IDs and also validating teh configurations and reports
• Conducted daily Defect review meetings to assign and review defects
• Validated teh reports used by call center managers/supervisors. Reports include Business Objects, CCPulse (real-time reporting)
• Managed testing applications at organization/department that TEMPhas several multimillion dollar projects running throughout teh year, by completing estimates, assessing teh current work force, assigning projects/tasks to resources using RTC tool.
• Triaged and resolved daily defects related to System, Integrated System Testing and User Acceptance Testing. Managed defect logging and tracking in Quality Center.
• Utilized SOAP UI to test various web services and reporting bugs found in them

Environment: Siebel 8.0, Ruby, Cucumber, Watir-web driver, Cisco, Genesys CC Pulse -Reporting 7.5, Genesys Framework -Configuration Manager, Toad-9.0.1.8, Cicero, Quality Center 11.0. CTI, WORKSPACE DESKTOP EDITION (WDE), BO Reports, Sales Force and GAD

Confidential - Roseville, MN

QA Lead - Consultant

Responsibilities:

• Analyze User Requirements and Specifications and developed Test Plans and Test cases
• Written and executed test cases for both View level Access Control and Data level Access Control
• Accountable for developing test plans & test scripts, executing test scripts and defect management. All testing is considered complex and involved contact center technology which includes IVR. (routing and reporting)
• Identifying teh problems, prioritizing them and communicated teh bugs to teh developers using Bug Tracking Tool Quality Center.
• Attended Life Line Bridges to resolve teh issues before deployment.
• Expertise in Contact center technology experience, including Genesys and computer telephony integration
• Involved in testing teh Call-flow, grammar spec’s, and dialog testing.
• Involved in testing call is routing to teh appropriate agent based on teh skill set configured in Genesys-CME.
• Monitored and maintained end to end call routing
• Expertise in Call Center Pulse+ (CC Pulse) which is used for real-time reporting
• Expertise in testing all teh CTI functionality for inbound and outbound calls, calls transfer and conference calls
• Tested Soft-phone functionality which are Accept Calls, Transfer Calls, Survey Routing
• Coordinating on deliverables, keeping track of defect/bug reports in Quality center.
• Worked closely with teh Business Analysts, Developers, and Database architect in identifying teh outstanding issues in User Requirements and Specifications.
• Responsible for complete QA Sign-Off’s on teh project applications.
• Involved in testing different web services using WSDL files, SOAP UI for address validation for teh accounts
• Created Test Strategy document for larger initiatives and involved in doing estimates for each enhancement request
• Managed testing activities for a multi year development/enhancements project having 5-9 testing resources during teh projects life

Environment: Genesys CC Pulse -Reporting 7.5, Genesys Framework -Configuration Manager 7.6, QC 9.2, PEGA Soft Phone, Fusion, IVR.

Confidential - Columbus, OH

QA Lead - Consultant

Responsibilities:

• Performed QA Lead role in teh creation, preparation, and conduct of quality assurance reviews and teh development and execution of test plans and test scripts
• Accountable for developing test plans & test scripts, executing test scripts and defect management. All testing is considered complex and involved contact center technology which includes IVR.(routing and reporting)
• Handled multiple projects simultaneously, NBH OCM (LM and DM), Auto Dialer (AD), OCR Prompter Improvements, NSS BI, ITSD Allied Apps Integration with NSS, PLSC Request for New Tier Reports, Remove Hammered Calls from reports, Fast Fact HR Form updates.
• Expertise in Contact center technology experience, including Genesys and computer telephony integration
• Monitored and maintained end to end call routing
• Expertise in Call Center Pulse+ (CC Pulse) which is used for real-time reporting
• Expertise in testing all teh CTI functionality for inbound and outbound calls, calls transfer and conference calls
• Tested Soft-phone functionality which are Accept Calls, Transfer Calls, Survey Routing
• Coordinating on deliverables, keeping track of defect/bug reports in Quality center.
• Worked closely with teh Business Analysts, Developers, and Database Architect in identifying teh outstanding issues in User Requirements and Specifications.
• Responsible for complete QA Sign-Off’s on teh project applications.
• Managed teh testing activities for call recording implementation validations to add call recording to various call centers across nationwide call centers.
• Responsibilities include - validating agent’s/CSR profiles in recording tool.
• Validating CTI/T-Server configurations, validating each hard/soft phone for proper recording of teh voice/screen, live monitoring of recordings, post-implementation monitoring and sending post-implementation monitoring status reports
• Tested Staffing Views, Summary views and State group in Genesys WFM

Environment: Siebel 7.8, Genesys OCM 7.2, Qfiniti (Call Recording), Genesys CC Pulse -Reporting 7.5, Genesys Framework -Configuration Manager, WFM 8.1,Toad-9.0.1.8, QC 9.2,Soft Phone, Quality Center 9.2

Confidential - San Jose, CA

QA Lead - Consultant

Responsibilities:

• Designed and developed Project Test Plan, Test Processes and developed Test Strategies based on teh Use Cases, Requirements and Functional specifications.
• Created test cases corresponding to business rules and other operating conditions in MS Excel.
• Involved in daily meetings with teh technical managers and development test leads regarding teh schedule, resource management and activities tracking.
• Provide testing status as well as testing analysis for implementation go/no go decision
• Attended teh Business requirements review meetings and System Requirement specification review meetings along with Business Analysts, Project Manager, Enterprise Architect, Data Architects at teh early phase of project define phase involved in Data Setup for System testing.
• Involved in User Acceptance testing and trained End users.
• Used SQL queries to test teh database to verify whether teh data is properly populated.
• Participated actively in team meetings with Functional/Development Team for fixing teh defects.
• Used Ant tool to build and is hosted on Apache Tomcat web server
• Enhanced their Xindice Browser. dis is an open source browser part of teh xml.apache.org projects. dis browser is used to browse teh contents of teh XML Xindice (Zeen-Dee-Chay) database
• Interacted with developers to report and track defects using Service Request -Siebel OD.
• Prepared status summary reports with details of executed, passed and failed test cases.
• Responsible in providing regular test reports to teh management.
• Participated in developing test scripts for UAT (user acceptance testing) based on requirements
• Reported teh bugs, Email notifications to teh developers using teh Service Request - Siebel OD.
• Lead process improvement initiatives; be innovative in finding ways to improve current processes to improve customer experience, drive simplification, and reduce operating expenses

Environment: Siebel On Demand Ver.15, J2EE Web Application (SSP), XML, Oracle PLM, Oracle Fusion, Power point, MS Visio, MS Excel

Confidential - San Jose, CA

Business Analyst, QA Lead & Offshore Coordinator

Responsibilities:

• Writing and executing software System Test plans and Test cases.
• Lead process improvement initiatives; be innovative in finding ways to improve current processes to improve customer experience, drive simplification, and reduce operating expenses
• Developed and managed full -scale project plans and associated communications documents, including project milestones, timelines and deliverables
• Documented Test cases corresponding to business rules and other operating conditions in Quality Center.
• Created and executed automated test scripts using QC for Regression testing and E2E Testing.
• Co-ordination with on site team to get teh project requirements, gather and communicate teh project status to teh off shore team.
• Involved in daily meetings with teh technical managers and development test leads regarding teh schedule, resource management and activities tracking.
• Co-ordinate with teh off shore team for teh project updates, work assignments and daily activities for testing on daily basis conference call.
• Worked closely with teh Business Analysts, Developers, and Database Architect in identifying teh outstanding Issues in User Requirements and Specifications
• Involved in Data Setup for System testing
• Used Quality Center for defect tracking and defect reporting.
• Involved in User Acceptance testing and trained End users.
• Used SQL queries to test teh database to verify whether teh data is properly populated.
• Participated actively in team meetings with Functional/Development Team for fixing teh defects.
• Performed CTI Testing which involves Billing System and Siebel Application.
• Performed Warm and Cold Transfers using teh CTI Functionality
• Tested Call Center Application by creating and updating teh Opportunities and Agreements and perform teh Functionality, Integration and System Testing.
• Interacted with developers to report and track defects using Quality Center.
• Prepared status summary reports with details of executed, passed and failed test cases.
• Responsible in providing regular test reports to teh management.
• Conducted browser compatibility test of application
• Reported teh bugs, Email notifications to teh developers using teh Quality Center.
• Investigated software defects and interact with developers to resolve technical issues.
• Coordinated On-Shore and Off-Shore file delivery and receipt processing activities.

Environment: Siebel 7.7, People Soft 8.0, Quality Center, Web Logic Server, Oracle 10 G, Aqua Logic (Middle Ware Tool), Toad, Power point,, Genesys, IVR, MS Visio, MS Excel.

Confidential - Atlanta, CA

Sr. QA Analyst - Consultant

Responsibilities:

• Tested Opportunity, Account, Contact, Events, Contributions, Programs, Service Request and Activities to meet teh business requirement.
• Defect tracking is done in teh Siebel through Service Request Tab to add, review, repair and analyze defects.
• Performed Regression Testing after teh fixes.
• Interfaced with developers to resolve technical issues and investigated software faults.
• Tested Pick lists, MVG’s, Applets, Screens and Views to meet teh User Interface Layer requirements.
• Generated teh defect reports using Remedy Call Tracking. Performed call fixes verification and followed up with R&D to failed defects
• Involved in testing of Standard Reports whether teh data is populating in teh fields.

Environment: Siebel Call Center, Quality Center, Remedy, MS Excel, Oracle 9i, SQL.

Confidential - Atlanta, CA

Business Analyst, Sr.QA Analyst Lead & Offshore Coordinator - Consultant

Responsibilities:

• Analyze User Requirements and Specifications and developed Test Plans and Test cases.
• Identified and resolved issues and conflicts within teh project team to keep delivery on track
• Identified gaps and developed implementation plans to close any gaps identified.
• Tested Call Center Application by creating and updating teh contracts and proposals and perform teh Unit Test, Regression Test, Performance Test, Functionality Test, Integration and System Testing.
• Involved in Computer Telephony Integration (CTI).
• Validate E2E calls routing to agent desktop on Siebel softphone Tested CTI tool bar control futures
• Tested IVR applications interfacing with API through webservices to teh database.
• Tested Dialog states, play prompts, branch conditions & database dips on teh IVR.
• Reviewed Voice user interface documents and prepared test plan & test scripts.
• Tested all teh CTI functionality for inbound calls outbound transfer and conference calls
• Tested Soft-phone functionality which are Accept Calls, Transfer Calls, Survey Routing
• Tested Siebel Interaction - To ensure that an interaction record is created for incoming calls
• Performed testing in Conference Calls to extension and to ACD Queue, Transfer to ACD queues
• Worked closely with teh Business Analysts, Developers, and Database Architect in identifying teh outstanding Issues in User Requirements and Specifications.
• Identifying teh problems, prioritizing them and communicated teh bugs to teh developers using Bug Tracking Tool Test Director and Quality Center.
• Assisted Project Manager in project planning and leading JAD sessions.
• Attended teh UAT conducted by teh CARE and worked closely with teh Architect Team.
• Trained teh CARE CSR’s in testing teh Siebel Application.
• Tested web clients and dedicated Clients and Perform Synchronization with Siebel server.
• Wrote SQL Queries to retrieve teh data from database and verified teh same on Siebel UI.
• Wrote Integration Test Plan and associated Test Scripts for how Siebel interacts with teh applications already in use. These applications varied extensively from in-house developed tools to front-line origination applications (Citrix, J Payment, RTD (Rule Engine) and SAP).
• Analyze User Requirements and Specifications and developed Test Plans and Test cases.
• Co-ordination with on-site team to get teh project requirements, gather and communicate teh project status to teh off shore team
• Acted as liaison between business units, customers (internal and external) and various stakeholders.
• Co-ordination with teh off shore team for teh project updates, work assignments and daily activities for testing on daily basis conference call.
• Involved in forecasting of workload and required staff.
• Involved in analysis and monitoring of teh entire process.

Environment: Siebel CRM 7.7(eComunications), SAP, TIBCO, Cisco, Genesys, IVR, Citrix, RTD (Real Time Decision Engine) Quality Center 9.0, Test Golden.