👋🏽 Hi, my name is Arif🎓 Earned Bachelor Degree in Computer Engineering (Dec 2020).🐞Lead QA Engineer at JDAQA, hunting bugs and finding issues before they go into production.💼 Working with the Office of Technology Innovations (OTI) as Incident Manager.📚 Learning more about Cloud Architecture, Microsoft Azure, and Amazon AWS.🍔 In my free time, you can find me traveling for Food.💪🏽 React.js, JavaScript, Azure Administrator, Google Cloud Platform, Web Development, Marketing Research.More About me:I am an experienced IT Incident and Problem Manager based in Brooklyn, New York. With expertise in problem management, project lifecycle management, and IT service desk operations, I efficiently resolve technical issues and optimize service delivery.I also spealize in Software Testing where I Lead a team of 15 engineers in multiple projects like GameCaviar, WMATA, LendingWise, Serva Health, Materialize Labs, Neuroscience Innovations, and many more.Certified in ITIL V4, Problem Management, and CompTIA A+, I have a comprehensive understanding of incident and problem management methodologies. Proficient in Active Directory, Microsoft Azure, MS Office 365, and SharePoint, I effectively communicate incident reports and resolutions.As an Incident Manager at the Office of Technology & Innovation (OTI), I developed a ServiceNow dashboard and reporting system for efficient incident tracking and management. I also streamlined report preparation by implementing an Excel macro, reducing time by 50%.Previously as a Sr. Service Desk Resolver at OTI, I implemented ServiceNow with Teams application, reducing ticket response time by 40%. I created knowledge articles and guides on ServiceNow and SharePoint, improving incident resolution time by 30% and first-call resolution rate by 15%.I hold a B.S. in Computer Engineering Technology (cum laude) from New York City College of Technology. Proficient in Agile methodologies, LAN/WAN, project management, and ITSM ServiceNow, I drive successful IT operations.Keywords: IT Incident Manager, Problem Manager, Incident Resolution, Service Delivery, Problem Management, Project Lifecycle Management, IT Service Desk Operations, ITIL V4, Active Directory, Microsoft Azure, MS Office 365, SharePoint, Technical Writing, Agile Methodologies, LAN/WAN, Project Management, ITSM ServiceNow, Certified, CompTIA A+, Azure Administrator Associate, DevOps Foundations, Incident Management, Service Management.
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Sr. Lead Software Test EngineerJdaqa Software Testing Jun 2023 - Present- Lead end-to-end QA efforts at JDAQA, seamlessly blending manual and automation testing strategies to achieve 40% comprehensive test coverage and elevate software quality.- Achieve top-tier stress testing results at Explore.org, contributing to a #1 ranking in system reliability and performance metrics, showcasing an ability to excel under challenging conditions.- Successfully conducted performance and stress testing for a large-scale website (explore.org).- Identified and analyzed performance bottlenecks, leading to improved application stability and scalability.- Collaborate closely with development teams to ensure high-quality releases within tight deadlines.- Develop and implement QA processes, including test case management and bug-tracking systems.- Provide clear and concise communication to stakeholders throughout the testing process.Tools and technologies used during these projects:Automation:- Selenium WebDriver- Python- PlayWrite- Cypress- Appium- Katalon Studio- JMeter- LoadView- TestNG- Reflect.run- LeapworkDocumentation:- Jira- Google Docs- Leanear.com- TestRailManual Testing:- Exploratory Testing- Black Box Testing- White Box Testing-Usability Testing- Accessibility Testing- Performance Testing- Security TestingAdditional:- Git- Docker- Kubernetes- Jenkins- CircleCI
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Incident ManagerNew York City Office Of Technology & Innovation Feb 2023 - PresentBrooklyn, Ny, Us- Escalate potential priority 1 "critical" / priority 2 "high" incidents to internal/external agency support teams and senior management for review as needed. - Facilitate communications and bridge calls between internal/external agency support teams / 3rd party vendors to resolve IT operational incidents including technical email threads, accurate triage updates, incident resolution approvals, incident reports & related communications.- Review all post-incident problem ticket efforts for root cause determination, and risk mitigation, and ensure permanent resolution is put in place.- Deliver high-level communications and provide support for deploying Releases and Change-related maintenance, when required.- Follow-up on Problem tickets created from approved priority 1 "critical" / priority 2 "high" incidents to ensure the assigned Subject Matter Expert has identified the root cause and a short-term/long-term action plan to avoid the recurrence of issues identified. - Responsible for the day-to-day operational process administration of policies, procedure and across all IT service teams.- Provide a high level of customer service to support groups; ensure the effectiveness of operations support, processes, and controls; provide solutions, guidance, and direction for implementation and trouble solutions for long and short-term goals and objectives. -
Service ResolverNew York City Office Of Technology & Innovation Oct 2022 - Feb 2023Brooklyn, Ny, Us• Supervise and Mentor New Hire, New Interns, and Consultants in a fast-paced technology environment. • Perform confidently and authoritatively in the role of Resolver as a subject matter expert and lead customer personnel in responding to fast-paced incidents• Perform password, multifactored authentication (MFA) reset, and account management support in Password Self Service (PSS) and Active Directory (AD).• Outage Escalation and Notification - escalate to SD Management and the Incident Coordinators on shift when Major Incident is suspected.• Manage Enterprise Information Management (EIM) queue to ensure Service-Level agreement (SLA) follows Agency Goals.• Practice ITIL to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams, including application, infrastructure, third-party suppliers, and business units.• Clear, precise communication directly with the Executive level through reporting and documentation of incident events.• Coordinate first call resolution for global high-severity incidents for applications and servers hosted by the City, both in-house and vendor-hosted environments; supporting over 1000 internal and external end-users.
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Service Desk EngineerNew York City Office Of Technology & Innovation Oct 2021 - Oct 2022Brooklyn, Ny, Us• Supervise and train New Interns and Consultants in a fast-paced technology environment. • Bypass and Reset MFA with Microsoft Azure for 15 NYC Agencies• Perform password and account management support in Password Self Service (PSS) and Active Directory (AD).• Perform proper screening of calls and maintain clear documentation by utilizing supplied scripts within Service Now.• Document over 60 incidents per day and troubleshooting steps concisely in Service Now ticketing system.• Multitask to process 200 individual tickets every week to provide end-user support on systems and software.• Manage Enterprise Information Management (EIM) queue to ensure Service-Level agreement (SLA) follows Agency Goals.• Demonstrate strong knowledge of Agency standards and protocols during Quality Assurance and receive over 99% compliance.
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Service Desk Engineer (Consultant)New York City Office Of Technology & Innovation Oct 2020 - Oct 2021Brooklyn, Ny, Us• Bypass and Reset MFA with Microsoft Azure.• Perform proper screening of calls and maintain clear documentation by utilizing supplied scripts within ITSM ticketing tool (Remedy).• Perform password and account management support in Password Self Service (PSS) and Active Directory (AD).• Triage and support all application and connectivity issues including account access problems.• Document over 40 incidents per day and troubleshooting steps concisely in Remedy ticketing system.• Respond to 185 individual tickets every week to provide end-user support on systems and software.• Resolve average rate of 15 first closures of inbound technical support calls.• Demonstrate strong knowledge of company standards and protocols during Quality Assurance and receiving over 95%.
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Service Desk AnalystNew York City Office Of Technology & Innovation Mar 2019 - Oct 2020Brooklyn, Ny, Us•Bypass and Reset MFA with Microsoft Azure.•Directed calls to product line specialists, application and system specialists, and vendor resources and alerted management to recurring problems.•Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.•Documented solutions and troubleshooting steps concisely in the Remedy ticketing system and alerted other team members of new service solutions.•Kept customers informed about issue resolution progress and provided updated estimated times of resolution on an ongoing basis.
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Entry Level Software Test EngineerFiverr Jan 2019 - Oct 2022New York, UsServe as a key member of the software development team as QA tester on development projects for a private company. Supervise a five-member software QA testing team in developing and implementing quality-assurance and quality-control methodologies to ensure compliance with QA standards, federal regulations, and customer specifications. Results:Created and executed automated software test plans, cases, and scripts to uncover, identify and document software problems and their causes. Led QA testing that:-Prevented hundreds of thousands of dollars in erroneous charges to e-Commerce business by identifying software bugs in the payment-collection system.-Pinpointed previously undiscovered flaws in the new start-up website for an e-Commerce website, resulting in an early-stage to resolve the issue.-Identified the root cause of intermittent interoperability glitch in air-traffic control software, leading to a no-fault audit finding.-Transitioned software development efforts to a test-driven development (TDD) process, which brought QA testing in on the front-end of the development cycle for gains in code quality, software functionality, and programmer productivity.-Conducted formal and informal product design reviews throughout the software development lifecycle to provide input on functional requirements, product designs, schedules, and potential issues. -Leveraged developer background to communicate effectively with the software design team, quickly gaining their respect and becoming a valued, “go-to” team member on challenging test cases. -
Frontend Web DeveloperUpwork Apr 2018 - Oct 2022San Francisco, California, UsServe in a client-facing role translating business requirements into viable, scalable cloud solutions. Collaborate with the QA Engineering team to drive the DevOps strategy and prototype/execute on platform upgrades.• Delivered improvements to Call Center Hub. Created a modern new interface that contributed to a 15% increase in new user adoption rates within one month of the rollout.• Introduced a single-page interface to have employees reset passwords.• Collaborated with customers to determine needs and work through design options. • Conducted full life-cycle software development in multiple software environments. • Troubleshot tested and remedied issues before software deployment. • Built and applied reusable code to other projects to reduce consulting fees and development hours. • Reviewed information and elements regularly on websites and pages for accuracy and functionality. -
Customer Service RepresentativeGlobe Language Services, Inc. Jun 2017 - Oct 2017New York, Ny, Us• Exceeded company productivity standards 35% on a consistent basis, handling more than 15 clients each day. • Reviewed documents to establish and enforce rules when customers request an evaluation. • Documented conversations with customers to track requests, problems, and solutions. • Answered customer questions and addressed concerns, resulting in 23% reduction in complaint calls. • Answered 15+ inbound calls per day and directed to designated individuals or departments. -
College Assistance/TechnicianUrsula C. Schwerin Library Jan 2017 - Aug 2017• Educated students about the latest online databases and research options. • Developed the ability to multitask, to keep composure under overwhelming work conditions. • Created new student profiles and updated information in the college database. • Completed administrative support work to maximize laboratory efficiency. • Reviewed account and student information to give patrons correct details regarding college ID issues.
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Customer Service InternThe Mark Of Excellence At New Utrecht High School Sep 2015 - Jun 2016• Manufactured Hall Passes.• Engraved Plaques.• Greeted and took orders and processed payments.• Provided administrative support such as filing documents, copying paperwork and delivering packages.• Gathered data from market research surveys and entered information into computer system.• Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members.• Used school record to manage financial statements, accounts receivable, accounts payable, checks and invoices.• Followed up after sales to assess satisfaction and identify ongoing requirements.• Developed professional sales presentations, seminars and exhibitions to creatively communicate product quality and market comparisons.• Exceeded sales goals using consultative sales talents and effectively explaining programs and services to generate sales.• Implemented consultative sales techniques to generate revenues and exceed sales targets.• Planned and followed through with inventory management for each order.• Increased investment revenue by skillfully upselling and closing customer sales by driving product benefits around client needs.• Developed relationships with customers and presented promotions that increased shelf space, sales and profit.• Achieved $3000 in sales in 1 month, which exceeded gross profit objectives by 40%.• Answered customers' questions and addressed problems and complaints in person and via phone.
Md Arifuzzaman Education Details
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City Tech, CunyComputer Engineering Technology/Technician -
City Tech, CunyAssociate Of Applied Science
Frequently Asked Questions about Md Arifuzzaman
What company does Md Arifuzzaman work for?
Md Arifuzzaman works for Jdaqa Software Testing
What is Md Arifuzzaman's role at the current company?
Md Arifuzzaman's current role is Sr. Lead Software Test Engineer..
What schools did Md Arifuzzaman attend?
Md Arifuzzaman attended City Tech, Cuny, City Tech, Cuny.
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