- Partnered closely with the Subscriber Experience Owner to develop and drive the journey vision and strategy, gathered business requirements- Analysed the Business requirements and site specifications to create Business Requirement Document (BRD) - Converted the User Requirements into Business Requirements, Functional Requirements and Technical Requirement- Involved in requirements for interfaces for integration with multiple systems, defined how/what data would be passed in XML, how data mapping would be done for source to target systems integration, how source system would process the data from XML and map it on UI screens- Interacted closely with developers and other stake holders to help understand the business process according to their perspective with possible alternate scenarios- Participated in meetings with team members to discuss business requirements, test planning, resource utilisation, and defect tracking.- Assisted the PM in setting realistic project expectations and in evaluating the impact of changes on the organisation and plans- Worked with business users to provide post-production support and work closely with the development team to get resolve issues- Oversaw support for production and created documentation and detailed test plans- Helped the testing team to port the non-critical data from the production database to the test environment and contributing in overall testing effort by identifying the key testing areas.- Involved in preparing test cases, unit testing, UAT, production support- Experience supporting SQL queries in order to analyze and review test cases, reports etc.- Worked on production support activities including management of reference data management and inbound data loads- Aided the release manager in new code release management into the production environment, end user communications regarding system availability and resolution of issues-based end user feedback

- Conducted detailed and comprehensive technical analysis by working with the IT staff, supervisors and end users in order to document Defects, Issues or Feedbacks and identify both functional and non-functional requirements to resolve support tickets..- Ensured timely completion of project tasks and deliverables with a high degree of quality by prioritizing tasks appropriately and resolving issues along with the project manager.- Documented user requirements in tickets and executed action items, followed-up with clients and reported ticket resolution timeline status to team leaders regarding clients and ongoing open tickets.- Worked with IT team to define user requirements and execute test plans for User Acceptance Testing (UAT).- Interacted constantly with the Business Users and Project Manager to keep business, IT teams updated with the latest updates.- Created the Data flow models capturing the flow of the data in Payment reconciliation System and Inventory Management System.- Created Use Cases and Activity Diagrams to define AS-IS state for Project Management Teams.- Converted End-User reported Requirements to the Functional Specifications.- Generated Unified Modelling Language (UML) diagrams such as Activity, State Transition and sequence diagrams to demonstrate critical processes. - Applied Microsoft Project to understand the resource requirements, analyze dependencies and track progress with respect to clients and their future projects.- Interacted continuously with different business stakeholders and business partners to keep them updated on upcoming changes. - Researched and coordinated efforts to implement improvements to existing processes and systems.- Prepared and updated existing Standard operating procedures (SOP’s) that will be utilized by the IT team following implementation of enhancements. The SOP’s included detailed description of the step by step process that will be followed after implementation.

Summary: As information assistant, I was first point of contact for students and visitors in college. Job responsibilities included providing courteous customer service, helping students in their on-boarding journey, be face of students services, managing study resources for students, assisting for accessing online college resources and answer all type of college information related queries. Below are major responsibilities:• Maintain Service Desk communication and resource binder• Front line customer service to students, employees and visitors to the College• Assist other team members at the desk with service delivery and general admin functions• Provide information about and directions to services for students at the College• Share information about Student Engagement and College activities/opportunities/servicesthat enhance student engagement• Respond to inquiries about the student activities occurring• Attend monthly staff meetings• Mandatory attendance at Orientation and participation in at least one Connect LeadershipWorkshop

- Provided functional system integrated testing services on multiple applications to ensure production readiness; created test strategies and plans; executed test cases and regression suites for new system development and maintenance changes.- Analysed and recorded defects into the JIRA and retested to closure- Restructured and simplified the test schedule and reduced required testing resources- Run Accessibility, cross-browser, and functionality tests on newly developed web pages- Implemented and ensured compliance with all operating procedures, processes and policies- Resolved complex issues by determining the needs of the clients and offering favourable solutions- Test and verified the modules of proprietary company product and services.- Maintained contact and followed up on issues that required special handling- Setup and run the robot framework script to verify all use cases scenarios for the enhanced remote access tools.- Communicated with UAT team on business requirement verification and resolved conflicts/issues. - Proactively tested the back-end functionality while performing Regression suite and smoke Suite Testing- Communicated extensively with users to define key requirements which included Compliance, Operational and Managerial reporting needs, Workflow Management, Quoting and Marketing needs, Policy Life cycle, Claims Management, Disaster Recovery procedures- Ensured timely completion of testing tasks and deliverables with a high degree of quality by prioritising tasks and issues along with the project manager.- Conducted and participated in daily standup meetings and sprint planning meetings with the product owner and other key stakeholders- Experience in developing GUI, working together with developers and end-users to perfect the end-users requirements.