SUMMARY:

• 8 years of Information Technology experience in Quality Assurance, System Analysis, requirements gathering and Software Testing using Agile/Scrum, Waterfall Methodology in Communications, Marketing and Healthcare domain.
• Involved in entire Software Development Life Cycle (SDLC), which includes Design, Development, Testing, Implementation, and Maintenance.
• Excellent experience in managing the whole testing process using Mercury Interactive Test Management tool Test Director & Quality Center.
• Extensive experience as a Quality Assurance Analyst in preparing Test Plans, Test Scripts and Test Cases for both Manual and Automated testing for Web Applications, IVR Testing, Back - end testing and RESTful Web Services API testing.
• Good Experience with Call routing on Genesys platforms.
• Strong Understanding of the Call Center and Telecommunications Technologies including IP based phone switches, VOIP, CTI and IVR and Agent Desktop Applications.
• Experience in Manual and Automated Testing including Functional Testing, Smoke Testing, UAT, End-End testing, Regression Testing, Load Testing and Performance Testing.
• Database querying and data manipulation using SQL and involved in back-end testing as well as front-end testing.
• Experience in using Mercury Automated Testing Tools like QTP, Load Runner.
• Experience with MTM, Visual Studio 2012, Visual Studio 2015, Rally, MDM API, Advanced Rest Tool, Postman Rest Client, Fiddler, TFS 2012/2015, Web Services, Microsoft Office 2010, SQL Server 2005.
• Expertise in analyzing Functional, Design Specifications and documenting Data Flow Diagrams.
• Involved in Creation and Maintenance of Test Strategies and Test Planning. Implemented testing methodologies and Test Processes.
• Excellent experience working in Test Director/Quality Center/ALM for Test cases Management, bug tracking and reporting. Extensive experience in Logging defects with high level of detail and informative recreation steps.
• Proficiency in testing the applications compatibility on UNIX and Windows 95/98/NT/2000/XP/7/8/10 platforms.
• Excellent experience in mentoring and training the QA members and others.
• Exceptional ability to quickly master new concepts, very co-operative team player, fluent communication skills, innovative, self-starter and self-motivated.

TECHNICAL SKILLS:

QA Testing Tools: Visual Studio 2012/2015, MDM API, Advanced Rest Tool, Postman Rest Tool, Fiddler, Win Runner 6.0, SQA Suite, Web Testing Tools, QTP 9.0, Clear Quest, Clear Case, Test Director 8.0/9.0, ALM/Quality Center 8.2/9.2/10.0/11.0, JIRA

Test Strategies: Integration, System, Regression, End-to-End, User-Acceptance

Source Control: TFS 2012/2015

Methodologies: Waterfall, Agile/Scrum, RUP

Languages: C, C++, HTML, Java, VB Script, Java Script, Visual Basic, PL-SQL

Development Tools: ASP 2.0 (IIS 4.0), FrontPage 98/2000, Visual Interdev

Database: Oracle 7.x/8.x/9i/10g, MS Access, MS SQL 6.5/7.0/2000/2005

Documentation: MS Word, MS Excel, MS PowerPoint, MS Projects, Visio

Operating Systems: MS-DOS, UNIX, Windows 9x/NT/2000/XP/7/8/10

IDEs: Visual Studio 2012/ 2015

PROFESSIONAL EXPERIENCE:

Confidential, TX

Call Center Genesys IVR Quality Analyst

Responsibilities:

• Worked in different phases (Phase white, Phase Orange, Phase Brown, Phase Green, Phase Blue) during migration of IVR applications from Avaya to Genesys.
• Attended Requirement Review Meetings, Walk through Meetings with Business Analysts, Project Overlay Schedule meetings with Project Managers and Team.
• Attended Defect Assessment Meetings, Trouble Shooting/Working Sessions with AT&T while resolving the defects and retested the defects after the fix.
• Logged and tracked the defects in the AT&T SharePoint.
• Responsible in creating Test Plans and Test cases based on the Business Requirement Documents (BRD).
• Worked in different IVR applications - Customer Support, AG, Energy, Engineering Support. TSOC, Transactional Team, PTC, Signal, Sourcing, Highway Services, MOW, eBusiness.
• Involved in testing the PTC Operations center including the Queue Priorities for Locomotive, Way Side and Others.
• Executed the IVR Routing Strategies based on Visio call flow documents.
• Worked in different Self-Service IVR applications- Man Power Engineering support, Remedy, RemedyTel, Secure Trace, Driver Trace.
• Worked in different Change Request enhancements related to Coal Desk, Demmurage, PARS.
• Verified the Skype calls across BNSF platforms (Genesys, Avaya, NEC, NEC PSTN, Avaya PSTN) including basic disconnects, 1-hour long call, forward attempts, transfer calls, 3-way conference calls, hold/resume calls and also tested the base line call features.
• Performed the peer review of the test cases and the sign off from the Test lead.
• Worked on IVR App’s, Routing Strategies, Reporting work stream for Call Center or Contact Center projects.
• Involved in reviewing output, logs related to exceptions, Alarm condition and Errors.
• Involved in End to End testing of Customer Call from the Customer through the Genesys agent to the Salesforce.
• Involved in QA testing in Lab, System Integration in Pre-Prod environment before GO-LIVE.
• Worked with business team and active participation in User Acceptance Testing.
• Involved with complex IVR call flow, SQL DB reporting, requirements gathering, and User Acceptance Testing.
• Involved in testing the skill based routing across all inbound channels, IVR, Call and Screen Recording.
• Worked on adding/updating skills for the different Genesys Agents in Configuration Manager.
• Starting and stopping of the servers through GEN ADMIN and SCI (Solution Control Interface).
• Worked on Genesys CCPulse+ for reporting purposes.
• Tested the Salesforce.com Agent Desktop Integration.
• Verified the KVP (Key value pairs) factors like IVR PIN, IVR App, Employee ID, Case Number etc.
• Verified the calls for the case owner routing in the salesforce and checked lookups for the case owner associated with the pin.
• Used the Verint Software for the Genesys Call, Audio and Video Screen Recording and Quality Management.
• Verified the Verint 12hr agent call recordings for SIP and NON SIP agents.
• Tested the BNSF TV application and verified the wall board statistics for the customer support applications.
• Coordinated with ATT and executed the functional scenarios during the failover from New Jersey to San Diego and vice versa.
• Responsible in providing regular test reports, status reports to the project stakeholders.

Environment: Agile/Scrum, Verint, Salesforce, Call Center, Excel, VOIP, IVR, Genesys Admin, SCI, Genesys CME, Genesys CCPulse+, WDE, Windows 10, BNSF TV, SharePoint

Confidential, TX

Sr. QA Analyst

Responsibilities:

• Worked on implementation and maintenance of standard QA processes, methodologies and templates for use on client deliverables.
• Worked on the definition, preparation and execution of testing strategies for client project engagements including Unit, Functional, System Integration, Performance, Compatibility, Smoke, Ad-hoc, security testing and User Acceptance test phases according to the defined QA framework.
• Conducted testing ‘post-mortems’ to define and document lessons learned and translate them into improvements to the QA framework.
• Developed testing solutions that meet Fusion.com, Admin UI and Web API.
• Worked on testing of webpages for call center application as per the needs to review and process the member points, activities, subscriptions, personal information, tier eligibility etc.
• Worked on testing the designed and developed web pages for member services website for new enrollment, referring friends, subscriptions, points, transactions etc.
• Worked on testing Email notification component for Enrollment, Forgot/Reset password, and Marketing Emails etc.
• Drive the discussions of acceptance criteria (BA, Developer and QA).
• Reviewed System Requirements and Specifications using Business Requirement Document (BRD) for multiple releases of each application.
• Designed Test Script, Test cases and Test Plan using Microsoft Visual Studio 2012/VS2015.
• Developed Positive and Negative test cases and executed Manual test cases.
• Worked with BDC (Offshore team) to ensure execution of automated test, functional and regression tests in the DEV, Unit and QA environment.
• Mentored (complete KT) New hire and junior QA’s to ramp up and clear their road-blocks.
• Documented issues/defects discovered during testing. Performed preliminary investigation of the issues and documented the analysis results sufficiently to facilitate the recreation of the defect by the development team.
• Performed Bug/Defect verification, confirming that existing functionality and usability have not been negatively altered.
• Involved in executing test cases for Multi-Browser testing on various versions of IE9, IE10, IE11, Firefox, Safari and Google Chrome using Add-Ons like Firebug and Developer Menu.
• Worked on RESTful Web Services.
• Tested Agility Harmony APIs, based on the HTTP protocol, pass requests and responses between server and the Agility Harmony servers. This allows client-developed applications to use HTTP methods when making API requests to Agility Harmony. The HTTP requests employ HTTP headers, URL parameters and JSON payloads to pass required information to appropriate Web Services.
• Used SQL Queries to retrieve Data from the Databases to perform required backend testing.
• Worked closely with Business, Developers, Scrum masters and Client/Product Owner.
• Worked with the developers to create test cases for each acceptance criteria and the writing of scripts to ensure quality deliverables with 99.99% as the goal.
• Facilitated communication with the Epsilon team and the client around activities.
• Perform Web Service Calls (WSC) testing, BULK Batch file testing, Daily Batch file testing.

Environment: Agile/Scrum, MTM, Visual Studio 2012/2015, .NET, Rally, MDM API, Advanced Rest Tool, Postman Rest Client, Fiddler, TFS 2012/2015, Web Services, Microsoft Office 2010, SQL Server 2005, Windows 7

Confidential, TX

Sr. Quality Assurance Analyst

Responsibilities:

• Attended Requirement Review meeting with Business Users and Developers and provided feedback comments.
• Involved in creating and updating the Regression and End-to-End Test Plans.
• Executed Test Cases for all the modules and performed different transactions to check the order flow. Test Cases were executed for both the IVR Application as well as online system.
• Gave an overview of Test Plans in Test Plan Review meetings to get them signed off.
• Interacted with Subject Matter Experts (SMEs) and Development teams to identify and refine test requirement.
• Involved extensively in the migration work from Test Director 8.2 to Quality Center 10.0.
• Analyzed the Test Scenarios based on the Business Requirements and Use-Cases.
• Developed Traceability matrix from Requirements document and detailed design.
• Developed Test Cases, created Test Sets, linked them with requirements and executed Test Cases in Quality Center and Test Director.
• Performed Smoke/Functional/Integration/UAT/Ad-hoc and Manual Performance testing.
• Extensively involved in Regression and End-to-End testing of eSync Health Portal application.
• Involved in creating and executing test cases for Multi-Browser testing on various versions of IE, Firefox, Safari and Google Chrome using Add-Ons like Firebug, Measure It and Developer Menu.
• Validated the Web Services (SOAP), both Request and Response messages.
• Tested the Middle-Tier (XML, SOAP, Web services).
• Experience in testing Web Services through XML.
• Involved in testing various modules of the project such as Health Assessment, Personal Health Record Forms, Trackers, Online Health Coach, Incentives, Portal Initialization and Integration between various modules and external systems.
• Involved in testing external applications such as Consumer Transparency, Business Incentives and Internal Solutions.
• Involved in testing the application in various environments such as Test, UAT and Stage environments.
• Involved in writing and executing SQL Queries in TOAD for Back-End testing.
• Involved in Server down time testing.
• Reporting, Tracking and reviewing defects using Quality Center and Test Director.
• Coordinating with Development and Business users to resolve any issues related to defects.
• Participated in system specification meetings, team meetings, status meetings, coordinated with developers and team members.

Environment: Test Director 8.0, Quality Center 9.3/10.0, Java, J2EE, XML, Microsoft Office, TOAD, JIRA 5.0, Oracle 10g, Citrix, Windows XP

Confidential, TX

QA Analyst/Tester

Responsibilities:

• Point of contact for the client data testing, data accuracy and accuracy of functionality.
• Developed high level documentation of Test Cases and test data to test GUI, Security, Performance and functional requirements of the application.
• Data mining using SQL and provide the test data for different test conditions.
• Defects were identified, provided documentation to the development team for debugging.
• Tested Patient Aging Reports based on Entry or bill date.
• Validated the EDI reports at the middle tier-Mckenson and verified the logs for the kicked off records.
• Performed Analysis of ICD 9 Procedure and Diagnosis Codes in accordance with ICD 10 CM and ICD 10 PCS Conversion Compliances.
• Tested several complex reports including Dashboards, Summary Reports, Master Detailed, Drill down.
• Prepared test cases, scripts based upon the business requirements documentation (BRD), use case documentations, and functional requirements specification (FRS).
• Performed manual testing of the application.
• Assessed ICD-10 impact to all Reports, Super bills and On-line applications including interpretation of business rules and requirements for Test systems.
• Performed Smoke and Sanity testing, Functional Testing, Web Testing, Performance Testing, Back end Testing, UAT, Regression Testing, System Integration testing and end to end testing.
• Mapped system requirements with Test Cases. Manually executed test cases in QC. Ensured traceability of Test Cases back to the Business Requirements using Quality Center. Prepared RTM for the application.
• Responsible for impact analysis and documentation of ICD 9 - ICD10 conversion codes.
• Extensively performed backend testing on databases by writing complex SQL queries.
• Performed Regression testing of the fixed issues in the new build until no new issues are identified.
• Participated in frequently held Defect Meetings which included Project Management, QA, Development, and Business Line teams and submitted weekly defect and test status updates during the Defect Management meetings.
• Submitted Final Test Report; required documentation for the project within assigned time frame.
• Involved in getting final signoffs from Test Manager and Business.

Environment: Quality Center 9.2, QTP, XML, ASP.NET 3.5, C#, T-SQL, Agile, SQL Server 2005, Windows XP

Confidential, AZ

QA Analyst

Responsibilities:

• Analyzed Business requirements, Functional Specification Documents and created Requirement hierarchy in Test Director.
• Developed test Scenarios and Test Scripts Based on Requirements and Design Documents.
• Involved in querying and updating records and Validate Database Records as Expected.
• Worked with user to define user acceptance test cases. Involved in UAT testing (User Acceptance Testing) and Implementation.
• Updating the test cases that designed from USECASE analysis to the Test Director.
• Performed Analysis of ICD 9 Procedure and Diagnosis Codes in accordance with ICD 10 CM and ICD 10 PCS Conversion Compliances.
• Performed database integrity testing using SQL queries ensures the data consistency.
• Managed Test Cases, Automated Test Scripts, Test Inputs and Test Suites in Test Director.
• Used Test Director to track the bugs.
• As part of the compliance testing worked extensively with HIPAA Toolkit and involved in setting up compliance maps and configuring them.
• Involved in claim exception resolution tasks in diamond and Quest Involved in entering a claim, resolving entry exceptions, and resolving held claim.
• Performed vigorous testing on syntax and semantics EDI files using Foresight EDISIM Analyzer and generated error reports.
• Involved in HIPAA/EDI Medical Claims Analysis, Design, Implementation and Documentation.
• Documented all the Development work submitted to the client in a report format.

Environment: Test Director 8.0, HTML, SQL, VB Script, MS Access, MS Excel, MS Word, Oracle 8i, Windows NT