• Provided knowledgeable technical support and troubleshooting guidance to customers on network, Internet, and cable. • Communicated effectively with customers to determine and document problems experienced, diagnosing and resolving technical problems encountered. • Documented customer records with log of problems and solutions for use by other Technical Support Representatives. • Delivered exceptional customer experience while promoting and selling client products and services.

Postgraduate diploma in Project Management completed with High Honors.

• Accomplished client goals by providing quality technical projects and updated customers and senior leaders on progress and roadblocks.• Managed multiple project teams in an Agile environment, realizing success through the application of SDLC methodologies and exceptional leadership skills.• Performed also as Scrum master and handled Spring grooming, planning, review, retrospectives, daily standups, backlog grooming, and issue management.• Gathered requirements through discussions, meetings, and walkthroughs with potential users and developed business requirements documents (BRD), functional requirements documents (FRD), and user mockups.• Implemented methods to guide projects from conception to implementation and maintenance, including developing project plans.• Maintained project schedules by managing timelines and making proactive adjustments.• Collaborated with business users, technical teams, database administrators, and testing teams during kickoff meetings, joint application designing, and planning sessions to validate requirements.• Built and utilized reporting systems to keep customers and management in the loop with the latest information.

• Assessed software bugs and compiled findings along with suggested resolutions for development team members.• Experienced testing in websites, mobile apps, desktops, and software.• Creation of utility classes and functions and execution of scripts using WebDriver Selenium. Responsible for root cause analysis of defects and present the report to the management.• Worked in System Integration Testing (SIT), End To End Testing (E2E), ST, and UAT.• Execute test cases, carry on different testing methodologies, bug logging and tracking, bug verification, and closure, creating and maintaining complex test environments for the many permutations required by the test product.• Involved in the creation of Test plan document, Test strategy document, Test estimations, logging defects, and Defect Triage.• Involved in exploratory, structural, performance, and load testing.• Tested and managed content management system for dynamic content creation on web pages.• Trained and guided onsite and offshore team members in quality assurance standards, policies and procedures.

• Followed Agile methodology and participated in Sprint planning meetings with business users and prioritizing user stories.• Supported ERP team in migrating data from different systems to centralized data repository by writing scripts to transform and load.