Apurba Chakraborty Email & Phone Number

Toronto, Ontario, Canada

Ontario, Canada

Manage pre-sales, customer engagement and provide technical support for web-based products , services and related hardware units.Responsibilities handled:• L1/L2 Support for clients and stakeholders remotely through a series of actions to provide prompt support.• Using Microsoft Dynamics CRM platform for customer management, retention and service delivery.• Support customers with installations, troubleshoot technical issues, web services and service orders. • Verify and log in issues and escalate unresolved issues to the appropriate levels.• Maintain technical documentation for troubleshooting, training and references for quick resolutions. • Follow up with clients to ensure their systems are fully functional after deployed solutions and create reports.

Toronto, Canada Area

Serve as a primary customer service professional to assist all clients with their needs on a daily basis.Responsibilities Handled:• Adhere to established business and location escalation procedures and all Quality Standard Guidelines.• Manage POS systems, kiosks, address customer concerns, collect feedback with online/in-store surveys.• Support staff with transactions; resolve critical issues and report matters to the management.

Toronto, Canada Area

Worked as a liaison between client business team and developers to communicate requirements in 3 levels (business, software, and information) using textual and visual models to implement banking solutions on both mobile and web platforms with the help of meetings, stakeholder interviews, and review sessions.Project: Alexor, Domain: BankingScope: State of the art notification widget which allows audio/video messages to be delivered to users on mobile app and web.Key accomplishments:• Single-handedly designed screen mock-ups for the mobile user interface that received instant approval from the client.• Utilized technical knowledge to helped the development team with unit testing before each deployment which aided in reducing the defect percentage by 40% in the later stages of testing.• Compiled business requirements, developed user stories, use cases, and defined the Minimum Viable Product (MVP)s.Responsibilities handled:• Collaborated with a cross-functional team of senior business analysts and interviewed stakeholders to analyze business needs.• Actively participated in Scrum meetings, for backlog refinement sessions and validate the quality of user stories and prioritize the features list accordingly.• • Performed manual testing, UAT and usability testing to validate accessibility using Achecker.

Kolkata Area, India

Led the testing team and looked after version testing, training, peer reviews, delivery, and gave final sign-off from the testing-end for version packaging and deployment. Projects: Tata Business Support Services- TBSS, Domain: Auto-InsuranceScope: Development and modification of an Online Broker portal as a part e-Service web application that is accessed by registered dealers (Ford, Renault, and Tata Motors India) and allows for a variety of needs ranging from policy management to billing.Key accomplishments:• Conducted formal and informal product design reviews throughout the SDLC, consulting on functional requirements, designs, and potential issues. Leveraged coding knowledge to communicate effectively with the development team, quickly gaining their respect and becoming a valued, ‘go-to’ team member on challenging test cases. • Effectively conducted RCA (Root Cause Analysis) of critical blockers, resolved issues by troubleshooting with a 100% success rate with minimum escalation, and preventing showstopper issues.• Acted as UX/SME advocate for the team and represented end-users from ideation to final implementation.Responsibilities handled:• Wrote manual test cases, providing coverage to positive and negative case scenarios, troubleshoot, and tracked improvement against test metrics using arrays.• Utilized Browser Developer Tools to define locators to GUI elements as prerequisites to scripting tests.• Constructed an automation framework, including the entire process in order to achieve Continuous Integration/ Continuous delivery model using Jenkins and Team Foundation Server.

Kolkata Area, India

Worked with Tata Business Support Services- TBSS, India in testing and maintaining its web application - which deals with the development of modules in the form of a Broker portal (like Home Page, Underwriting, Billing & Payment, Claims, Accounts and MIS) Key Accomplishments: • Identified, replicated, and resolved 500+ errors, improving software quality by 40% as per yearly reports.• Ensured time-saving by developing a low maintenance automation framework using reusable actions. • Recipient of TCS Gems recognition for outstanding contribution for the financial year of 2015-16. Responsibilities handled:• Involved in analysis of the business requirement and its impact on the current system functionality and solution implementation following all the CMMI L5 standard procedures.• Conducted exploratory and end-to-end testing, by simulating workflow for web applications and claim portals.• Performed Black Box Testing, Data Flow Testing, Unit Testing, and Integration Testing.• Responsible for creating the functional testing framework using Selenium WebDriver, TestNG to automate the UI components of the web application and configuring Jenkins to set up a continuous integration process.• Executed queries for backend Database testing and created SoapUI scripts for web services testing. • Addressed urgent Client Requests (CRs) with high priority. Tested critical issues and delivered them as hotfixes.

Kolkata, West Bengal, India

Conceptualized business requirements and managed testing lifecycle to produce detailed test reports on 12+ complex online products with an asset portfolio ranging from $200,000 to $5Million with a team size of 4-25 people. Projects:1) United India Insurance Company (UIIC), Domain: General and Property Insurance, and2) Magma HDI General Insurance Company Limited, Domain: Health InsuranceScope: Next-generation end to end Underwriting solutions that allow users to quote, underwrite policies, and register claims. It also allows users to make endorsements, perform cancellation, policy correction and rollovers, broker modification, and renewal.Key accomplishments: • Developed a monthly Defect prevention causal analysis (DPCA) report to highlight key pointers in performance trends and track issues, which gave an overview of the overall quality of the system and reduced the occurrence of recurring bugs by almost 50%.• Conducted live demos and walkthroughs for clients before version release and actively contributed to User Acceptance Testing(UAT).• Recognized as a top performer for comprehensive technical knowledge and outstanding client support in 2014.Responsibilities handled:• Created test cases/scenarios for all kinds of applications at the Modular, End-to-End, and Integrated Levels.• Drove significant efforts in handling functional, integration, system, regression, and compatibility testing.• Participated in smoke testing in every test cycle, usability, and accessibility testing. Database testing using SQL.• Implemented test cases thereby analyzed results besides conducted defect tracking and generated defect report.

Post Graduate Certificate, Information Systems Business Analysis

Activities and Societies: International Institute of Business Analysis™ (IIBA®) Courses: Foundations Of Business Analysis | Competencies &.

Bachelor Of Engineering - Be, Computer Science

Project: Prevention of Denial-of-service attacks (DOS) attacks. Seminar: Smart Dust technology.