SUMMARY

• 7 years of diverse experience in Information Technology with emphasis on Quality Assurance of Client/Server, Web based SFDC/GUI applications systems.
• Have developed excellent professional skills by working independently and as a team member for Salesforce applications.
• Extensive experience working as SFDC Administrator and QA Analyst.
• Excellent understanding of Software Development Life Cycle and Test Methodologies starting From Project definition to post - deployment documentation.
• Exceptional understanding of QA methodologies starting from creation of System Test Plan, Test execution, Reporting Bugs.
• Experience in working with Agile methodology, V-model, Waterfall method.
• My expertise spans through Media, Health Care and Insurance Domains.
• Extensive experience in manual testing of Client server, Windows based and Web based Applications.
• Competence in writing and executing test plans, test cases and test scripts based on the Baseline Requirements (BRD), Functional Specifications (FRS) and Design documents.
• Proficiency in Blackbox, Functional, Regression, Smoke, Sanity, Ad-Hoc, Integration, End to End, User Acceptance.
• Solid experience in Quality Center, Test Director and QTP.
• Experienced in dealing with end clients, Developer, coordinating with Business Analyst Confidential various stages of QA life cycle.
• Followed up with RTM (Requirements Traceability matrix).
• Developed the Test case in tight schedule by doing root-cause analysis.
• Attended many peer review meeting and weekly Project Status meeting.
• Attended Triage Meeting.
• Ability to work in a team environment or independently.
• Responsible for meeting Deadlines on time, on Quality Commitments for assigned programs Or project Deliverables.

TECHNICAL SKILLS

Operating Systems: MS-DOS, Windows- X, UNIX (Solaris)

Programming and Scripting: C, C++, JAVA, XML, Visual Basic, HTML, VBScript, JavaScript

RDBMS: MS SQL, MS ACCESS, SQL Developer

Defect Tracking Tools: Bugzilla, Jira, PVCS Defect Tracker

Connectivity Tools: JDBC, ODBC

Testing Tools: Mercury Quality Center 8.2, HP Quality Center 9.0, 9.2, 10.0, Test Director, Clear QuestQTP

MS-Suite: MS-Word, MS Excel, MS PowerPoint, MS Outlook

IBM Tools: Sametime, Lotus Notes

Domain Knowledge: HealthCare, Media and Insurance

PROFESSIONAL EXPERIENCE

Confidential

SR Salesforce Integration QA Test Delivery Lead/Certified Scrum Master

Responsibilities:

• Review requirements specifications andtechnical design documentsto provide timely and meaningful feedback
• Experience in testing Integration End-to-End flow via TIBCO and ETL.
• Possess comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management, Quote, Forecasting, and Call Center.
• Extensive knowledge of Salesforce.com implementation cycle in Sales, Marketing, Service and support modules.
• Skilled in customizing standard objects like Accounts, Contacts, Opportunities, Products, Price books, Cases, Leads, Campaigns as per client’s need.
• Experience in data migration from ACT, Excel, MS outlook and Legacy Systems using Data Loader, Import Wizard, Informatica Data Loader, and Cast Iron.
• Expert in generating and analyzing custom reports and dashboard for management and various business unit personnel to provide detail information on key performance indicators.
• Developed process enhancements through automations including Workflow, Approval Processes, and Escalation Rules.
• Experience in SalesForce Testing and Administration spanning all facets of package software and SaaS application implementation.
• Strong knowledge & experience working in teams implementing Agile Methodologies.
• Experience working across various SFDC implementation scovering SalesCloud,ServiceCloud,Custom Cloud, Call center, Chatter & App-exchange applications
• Create detailed, comprehensive and well-structuredtest plansandtest cases
• Review Test Plan with Business and other team.
• Developed and executed test cases to verify that IT systems meet system requirements
• Created test Scenarios and test cases for all of the requirements.
• Developed test cases for change request and existing defect fix.
• Tracked all of the test cases in ALM and mapped then to requirements to create RTM
• Identify, record, document thoroughly andtrack bugs
• Perform thorough regression testing when bugs are resolved
• Conducted daily defect calls with development and UAT teams
• Created Automation framework, built the function libraries, executed parallel browser testing and modified the automation scripts by inserting the check points to verify the object properties.
• Done Regression suite and Smoke Suite Testing using Selenium test automation tool.
• By using CloudCraze inbuilt functionality of SFDC, I’ve fetched the data from integrated backend systems.
• Validated migrated data in SFDC.
• Performed sales force testing for different Roles/Profiles and Permission sets.
• Validated Page layouts in SFDC against Mockups.
• Worked in onsite/offshore environment.
• Created Escalation in Siebel (Rio) application and validated Net 360 flow in SFDC.
• Validated Dashboard and Reports in SFDC.
• Validated Error Message Confidential page layout and field level. (Validation Rules)
• Validated Update Field, Outbound message, Email tringle functionality (Workflow)
• Validated Approval Process, Permission set.

Environment: ALM, STMS, SFDC, Em-utils, Eplan, Lync, Microsoft Office, SFDC,Soap UI Testing

Confidential, El Segundo, CA

SR Salesforce Admin/ QA Test Delivery Lead/Certified Scrum Master.

Responsibilities:

• Review requirements specifications andtechnical design documentsto provide timely and meaningful feedback
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Implemented pick lists, dependent pick lists, lookups, junction objects, master detail relationships, validation and formula fields to the custom objects.
• Possess comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management, Quote, Forecasting, and Call Center.
• Extensive knowledge of Salesforce.com implementation cycle in Sales, Marketing, Service and support modules.
• Skilled in customizing standard objects like Accounts, Contacts, Opportunities, Products, Price books, Cases, Leads, Campaigns as per client’s need.
• Experience in data migration from ACT, Excel, MS outlook and Legacy Systems using Data Loader, Import Wizard, Informatica Data Loader, and Cast Iron.
• Expert in generating and analyzing custom reports and dashboard for management and various business unit personnel to provide detail information on key performance indicators.
• Developed process enhancements through automations including Workflow, Approval Processes, and Escalation Rules.
• Experience in SalesForce Testing and Administration spanning all facets of package software and SaaS application implementation.
• Strong knowledge & experience working in teams implementing Agile Methodologies.
• Experience working across various SFDC implementation scovering SalesCloud,ServiceCloud,Custom Cloud, Call center, Chatter & App-exchange applications
• Create detailed, comprehensive and well-structuredtest plansandtest cases
• Review Test Plan with Business and other team.
• Developed and executed test cases to verify that IT systems meet system requirements
• Created test Scenarios and test cases for all of the requirements.
• Developed test cases for change request and existing defect fix.
• Tracked all of the test cases in ALM and mapped then to requirements to create RTM
• Identify, record, document thoroughly andtrack bugs
• Perform thorough regression testing when bugs are resolved
• Conducted daily defect calls with development and UAT teams
• Written Automation Test Scripts using Java, TestNG, and Selenium WebDriver to run the Automation.
• Experience in creating strategy test plans, test cases and test estimation requirement traceability matrix.
• Identified test cases to automate. Automate those test cases using Selenium RC, TestNG and Java (EclipseIDE).
• Created Automation framework, built the function libraries, executed parallel browser testing and modified the automation scripts by inserting the check points to verify the object properties.
• Done Regression suite and Smoke Suite Testing using Selenium test automation tool.
• By using CloudCraze inbuilt functionality of SFDC, I’ve fetched the data from integrated backend systems.
• Validated migrated data in SFDC.
• Performed CTI testing with AMC Technology CTI adapter
• Performed testing of Java Shopping cart widget embedded with in Sales force.
• Assisted Automation team with test data and functional knowledge.
• Performed sales force testing for different Roles/Profiles and Permission sets.
• Validated Page layouts in SFDC against Mockups.
• Performed Compatibility Testing in IE 11.
• Performed Open CTI testing in IE 11.
• Worked in onsite/offshore environment.
• Created Escalation in Siebel (Rio) application and validated Net 360 flow in SFDC.
• Validated Dashboard and Reports in SFDC.
• Validated Error Message Confidential page layout and field level. (Validation Rules)
• Validated Update Field, Outbound message, Email tringle functionality (Workflow)
• Validated Approval Process, Permission set.

Environment: ALM, STMS, SFDC, Em-utils, Eplan, Lync, Microsoft Office, Avaya CMS tool, Avaya one X tool, Avaya all agent tool, OMS, DWS,SFDC

Confidential, El Segundo, CA

SR SFDC ADMIN/ Quality Analyst

Responsibilities:

• Review FSD and SAS document. And Provide approval to TA.
• Prepared high level RTM document.
• Prepare test cases for Sales support application, different module like create flow (To create new order), Cancel - Create flow (To cancel Previous order and create new order), Modify flow (To Modify existing order).
• Prepare test cases for campaign, to apply new campaign based on Data available under SFDC.
• Created different test data like Video only order, Video + lifeshield, Video +Bundle Order.
• Tested Video SCRM application which is build on Salesforce platform.
• Placed an order in Different Edge system like OMS, DWS, Dotcom, Sales CRM etc.
• Validated Jim scripting and RCC/Payment page scripting for different scenario.
• Prepare test cases to validate data available under agent dashboard.
• Prepare test cases to validate Agent Reskilling scenario.
• Developed test cases for SDP/SDR (CR) and executed them.
• Tested SCRM Web based application
• Uploaded test cases to ALM from Excel.
• Executed test cases and reported bug to Development team.
• Executed different test cases for MDU restricted, MDU connected, disconnected customer based on Data available in STMS.
• Executed Reskilling scenario, and validated Agent dashboard.
• Used the Avaya Supervisor Tool to Reskill the agent skill based on agent ID.
• Executed IVR/CTI related test cases.
• Created Order in Different Edge System Like SCRM, DWS and OMS.
• Perform data validation in SFDC for data generated in Front End system
• Run the Informatica and SFDC job.
• Run the query under Em-Utills and extracted the XML Request/Response for various Transaction in ALM to troubleshoot defect for development team.
• Worked as onsite coordinator.
• Attended Status meeting daily with offshore team and manage the team of 4 people.
• Used soap UI to validate API service request/response.
• Validated Cisco/Genesys Routing logic.

Environment: ALM, Sales CRM (Jacada), CTI, IVR, SFDC, Siebel(Rio),Em-utils, Eplan, Lync, Microsoft Office, Avaya CMS tool, Avaya one X tool, Avaya all agent tool, OMS, DWS, Soup UI

Confidential, El Segundo, CA

SR Functional test delivery lead

Responsibilities:

• Review FSD and SAS document.
• Prepared high level RTM document.
• Wrote test cases for CRM/CTI, IVR Test cases.
• Wrote test cases for different function like Ghost Calls, DNC, Escalation calls, Test Tools etc.
• Wrote transfer/conference test cases.
• Wrote Skill level transfer test cases, and test cases based on configuration available under LDAP and ICM
• Executed test cases and reported defect in ALM.

Environment: ALM, Sales CRM (Jacada), CTI, IVR, SFDC, Siebel (Rio),Em-utils, Eplan, Lync, Microsoft Office

Confidential

UAT / CRM /CTI / IVR tester

Responsibilities:

• Review SDD document.
• Developed test plans and test cases using translating Business requirements (Call flows) written in MS Visio.
• Created IVR Test Case for different types of flowchart.
• Worked on Clinical and MSCC (Member Service) module.
• Worked on global Routing Call flows like Entry Call Flow ex Main entry, Custom Entry, IVR Re- entry.
• Worked on Authentication call flow, Routing Call flow and Route Request call flow.
• Worked on Different Appointment flow like Appointment Schedule, Appointment Cancel, and Appointment Reschedule.
• Prepared Excel sheet for after hour’s message, Close Message, No Input Message and No Match Message for different flow.
• Wrote the test cases for Reporting Module for different component like Historical Telephony/IVR Reprots, Nice Reports, Opstel Reports, Knowlagent Reports, RT-NRT Reports, Genesys interactive insight reports, Merced Reports, Enterprise Fax-cisco.
• Wrote test cases for Auxiliary Application - Knowlagent, Opstel, Nice, WFM (Workforce management) etc.
• Developed the test cases for call center application for Clinical and MSCC (Member service call center) Line of business.
• Wrote the test cases for IVR based on Visio Provided.
• Wrote test cases for VAD, CTI.
• Tested the Frontend CRM application (Chats) - to validate the integration between IVR and CTI.
• Executed the test cases for different module like IVR, CTI, Reports etc and tested call center application.
• Created testdata to validate the reports.
• Logged the defect and track them by using Quality center.
• Uploaded test cases from excel to Quality center.
• Attended Triage meeting.
• Supported business user during execution.

Environment: Quality center 10.0, Genesys, Interactive Insight (Business Object), Knowlagent, Opstel, T Server, Nice, Aspect, Merced, Kronos, Timekeeping, CTI, Pega

Confidential

PEGA Software Tester

Responsibilities:

• Review CRM LSDD document.
• Updated existing Test cases as per new UI changes for different flows for CRM application like Manage MRN, Claim Appeal, Request to Reprocess Claims, Billing and payment Inquiry, Make a Payment, Complaint, KPIF Applicant, Web Inquiry, KANA
• Updated existing test cases for IVR and CTI (Computer Telephony Infrastructure), MCK.
• Wrote the test cases for Knowlagent, Genesys, Nice, Aspect, Merced and Opstel.
• Executed test cases in IE 8/Windows 7 operating system, and compare them with the windows XP Operating system.
• Validated the log in, log out, make a call, transfer call, conference call and agent status.
• Created the defect in Quality center.
• Attended Triage Meeting.
• Generated report using Business Object, and validated the data against UI Dashboard.
• Review the test cases and scenario with Business users and PMO Team.

Environment: Quality center 10.0, Java (Pega Tool), BO, Production Pega, SQL Developer, Avaya 3904/ 3905, Lyricall, Genesys, T-server

Confidential

UAT/ CRM (Manual Tester) (IVR Tester)

Responsibilities:

• Review BRD (Business Requirement document)
• Wrote test cases for (CRM application) Chats flow and validated composite details
• Wrote Test cases for Chats Screen pop UP(CTI-Computer telephony infrastructure) for a call received, Transfer and Conference Call
• Wrote test cases for CHATS Soft Phone, MCK Extender/ Hard Phone functionality
• Wrote test cases for Voicemail, Survey, IVR Routing logic
• Validated functionality of hardphone(Model Avaya 3904,3905) like log out, log in, make busy, not ready mode, ready mode, Transfer/conference of the call using Agent ID and Queue Number
• Validated soft phone functionality Transfer/conference functions
• Validated Synchronization functionality between chats and Hardphone
• Scheduled crystal reports according to parameter.
• Created defects, Involved in bug tracking meetings
• Worked closely with business users to understand requirement and review test cases with PMO team.

Environment: Quality center 10.0, Java (Pega Tool), BO, Production Pega, SQL Developer, Avaya 3904/ 3905

Confidential, Corona, CA

UAT Tester (Manual Tester)

Responsibilities:

• Wrote the test cases according to multi batch two iteration concepts.
• Wrote the test cases for data extraction export and import jobs failure and success email
• Created test data and executed test cases
• Validated the report according to mock up concept
• Tested Boundary value analysis
• Scheduled Crystal reports according to parameter.
• Created defects, Involved in bug tracking meetings
• Worked closely with business users to understand requirement and review test cases with PMO Team
• Worked closely with Developer to resolve the issue.
• Created Daily, weekly and monthly Report according to parameters
• Scheduled reports according to parameter.
• Wrote the different scenario for reporting like Filtering, Roll up, Drill down ECT.

Environment: Quality center 10.0, Java (Pega Tool), BO, Merced Reporting Tool

Confidential, Corona, CA

UAT Tester (Manual Tester)/ PEGA Software Tester

Responsibilities:

• Interacted closely with Business users to get Requirements.
• Created test scenario and UAT Test case for different Regions from the BRD.
• Developed Test scripts for Desktop (CRM Application) flows based on defined business/functional specifications.
• Performed Smoke, Functional, Integration and Regression for various Modules using Manual scripts.
• Developed the Traceability Matrix to ensure comprehensive test coverage of requirements, identify all test conditions and test data needs.
• Validated the UI with the requirements by passing dynamic data to the Test script, Such as MRN (Member Record number).
• Worked on different call flows like benefit, Claims, General, and Account Info/Update.
• Validated the UI with logging in as a customer, member, provider and prospect.
• Developed UAT Test Scripts for Authentication, Composite and Handoff Scenario for Tier 2.
• Developed UAT Test case to Handoff to Different Department like Claims, Deductible, CSC, Billing, MEMA (Member Administration), PBS ( Confidential t Business Service) and Workroom, who also use CHATS (Contact handling and tracking system)to respond to the service items handed over to them by the member services staff.
• Identified Different Handoff Reason in Tier 1.
• Identified different Workbasket from Requirement Document and UI.
• Prepared the Mapping Document for scenario between Tier 1 and Tier 2.
• Prepared the Mapping Document for the attribute from TMS Screen to element in UI.
• Prepared the Test data Sheet.
• Attended the Review Meeting with business user.
• Lead and Guide Team member.

Environment: Quality center 10.0, Java (Pega Tool), SQL Developer, Merced Reporting Tool, TMS, FS, Diamond, Xcelys, Soap UI

Confidential, Frisco, TX

Automation Tester

Responsibilities:

• Responsible for development and execution of detailed Test Plans, finding the Defects and proposing a strategy in fixing Defects.
• Performed backend testing by writing and executing SQL scripts on Toad.
• Responsible for designing and developing high quality data-driven modular Test Scripts in Quick Test Pro .
• Recorded the test script using QTP-Context mode and analog mode and imported the test results to Quality Center.
• Created the Test Data to parameterize the scripts using Data Driven Testing.
• Implemented Checkpoints and Output value in QTP scripts
• Use of parameterization to execute the same script for different data input.
• Invoked in execution of the Test Scripts for the content - Tools and calculator, Health news, Registration and eligibility, CSAT Modules.
• Worked with database support team to verify the registration process.
• Verified in the database about the employee account status whether it is active or not.
• Verified the Defects after development Team resolved them.
• Worked with the Authentication, Authorization and SSO.

Environment: Test Director, Quality Center, TOAD, Oracle DB2, SQL, HTML, QTP