Customer Support analyst Resume

SUMMARY:

Technically sound professional with nearly 6.5 years of experience in area of product support, functional testing,, Point of Sale testing, black box testing
Working as Retail Customer analyst for Micros products in Oracle. (Xstore suite products and Oracle Retail Brand Compliance, Order broker, Relate)
Experience in product support (Production support, Test support, Customer support)
Experience in web application testing, Oracle Xstore POS testing
Worked as QA resource from onsite for 6 months for a leading cosmetic retailer client at their Hong Kong office.
Experience in Test Case Development, Test Scripting, Test Execution & Verification, Bug Reporting & Test Reporting.
Ability to map the requirements, plan in a constructive manner and resolve complex problems.
A good team player with proactive attitude towards problems and their solutions.
Excellent communication and interpersonal skills with abilities in resolving complex software issues.
Trained in Java technologies during 4 months of formal training of Infosys, Mysore.

TECHNICAL SKILLS:

Software/OS: MS Office, MS Windows XP/7/8/8.1

Database: RMS, JDA, SQL, Oracle, Xcenter

Tools: Quality Centre, HP Application Lifecycle Management, Bugdb

Domain expertise: Retail

Applications: Oracle Xstore suite (Xstore POS, Xenvironment, Xadmin, Xcenter), Order broker, Relate, Oracle Retail Brand Compliance, ACT, PLM,SAM, SCMS, RMS, WMS, RIFS, Toad, QC, Trade Stone, Item Master, Folio, Box, SQL developer

Development IDEs: Eclipse

Others: HTML

FUNCTIONAL SKILLS:

Strong knowledge on oracle Xstore POS functionalities along with other suites in the integrated environment such as Xenvironment, Xadmin, Xcenter, Customer Engagement, Order Broker
Exposure to all phases of Software Testing Life Cycle
Well versed with Test Case Design Techniques
Proficient in Writing, Reviewing and Execution of Test cases
Extensive experience in Smoke, System, System Integration, End to End and Regression testing
Worked in both waterfall as well as agile based projects

PROFESSIONAL EXPERIENCE:

Confidential

Customer Support analyst

Environment: Windows, IOS

Testing Tools: Quality Centre, HP Application Lifecycle Management

Responsibilities:

My responsibilities included Test case preparation, Test execution and verification, Preparation of defect and daily / weekly status reports.

Confidential

Customer Support analyst

Environment: Windows

Testing Tools & Applications: Jira, Toad, Confidential Portal, Confidential Applications - ACT, PLM, SCMS, RMS, Trade Stone, Item Master, Folio

Responsibilities:

Test case preparation, Test execution and verification, Preparation of defect and daily / weekly status reports
Coordination with various teams such as DC (Warehouse Management System, WMS), JDA, EDI, HQA, E-Fashions team.

Confidential

Customer Support analyst

Environment: Windows

Testing Tools & Applications: Jira, Toad, Confidential Portal, BOX Confidential Applications - ACT, PLM, SCMS, RMS, Trade Stone, Item Master, Folio

Responsibilities:

Test case preparation, Test execution and verification, Preparation of defect and daily / weekly status reports
Coordination with various teams such as DC (Warehouse Management System, WMS), JDA, EDI, HQA, E-Fashions team.

Confidential

Customer Support analyst

Environment: Windows

Testing Tools & Applications: Oracle Xstore, Xenvironment, Xadmin, HP ALM

Responsibilities:

Identifying the Test scenarios and designing the Test cases.
Test execution and verification, Preparation of defect and daily / weekly status reports coordinated testing which facilitated handshake between onsite and offshore to execute device dependent test cases

Confidential

Customer Support analyst

Environment: Windows

Testing Tools & Applications: Oracle Xstore, Xenvironment, Xadmin, Xcenter, SQL Developer, HP ALM

Responsibilities:

Identifying the Test scenarios and designing the Test cases.
Test execution and verification, Preparation of defect and daily / weekly status reports
System testing, system integration testing, Sanity, Regression testing
Functionality Testing, Integration Testing, sanity Testing, System Testing and Ad-Hoc Testing
Developing test scripts for User acceptance testing in customer provided format
Follow up of defects with Developer team coordination with testing team members as well as other integrated teams such as developer, environment/infrastructure, integration
Direct customer interaction during 6 months of testing period from onsite

Confidential

Customer Support analyst

Responsibilities:

Take up service requests raised by Customer for the above mentioned products
Understand the issue preferably through communicating with customer directly through OWC call (Oracle Web conference)
Setup Local base environment and Recreate issue
Coordinate and work with various teams such as development, cloud hosting teams to resolve the issue and provide an effective solution to the customer.
Also acting as automation lead and knowledge Management lead for India/Japan/China team.

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