Aswini Kesavan

• Provided application support using ServiceNow and Provance ticketing tools.
• Assisted in applying security controls such as MFA resets, password resets, and conditional access policies.
• Managed user access and security through Okta Admin.
• Monitored system performance via Dynatrace and Azure Log Analytics to ensure uptime and reliability.
• Handled incidents escalated from L1/L2 teams, reproducing issues in QA for accurate defect identification.
• Performed root cause analysis and resolved L2/L3 support tickets, reducing SLA from 3 days to less than 24 hours through efficient troubleshooting and knowledge-sharing.
• Identified recurring issues in the application and proposed implementation methods to prevent future occurrences, reducing incident volume.
• Ensured continuous application monitoring and system health checks to maintain seamless business operations.
• Conducted data analysis and troubleshooting using SQL queries, including manual updates where necessary.
• Documented issues and solutions in Wiki/Knowledge Base articles, ensuring timely ticket updates.
• Created and tracked defects and PR problem tickets, documenting root cause, prioritization, and assigning to Product Owners for resolution.
• Tracked development tasks, releases, and deployments through Azure DevOps.
• Designed, wrote, and executed test cases, including regression testing, to validate functionality and stability.
• Gained exposure to Playwright (JavaScript basics) for automated testing.
• Increased product reliability through meticulous bug tracking, documentation, and reporting.
• Provided technical support using knowledge of complex systems to solve problems and assist with new projects.
• Actively participated in Agile ceremonies to support collaboration and project efficiency.

• Conducted Web Application testing, End to end testing, Acceptance testing, System Integration and Functional testing
• Define boundaries, Improve tests, Scenario oriented, Custom formats
• Develop test scenarios based on user model
• Converted test scenarios into test cases
• Reviewed Test Cases and Test Data
• Experience in test case design technique.
• Wrote test cases and executed
• Developed Defect Tracking Report
• Good knowledge in Quality Assurance and Quality Control

• Mobile application Testing, Web application Testing, Functional Testing, API Testing
• Preparing Test Case, Test scenarios and executing the Test Case
• Expertise in Defect management, development of Test Defect report, Defect Tracking and Reviews
• Worked closely with development and support team to get the customer raised issue resolved
• Worked closely with development and support team to get the Defect resolution process
• Coordinating with the development team and operations team to get the build ready for testing

• Acted as the first point of contact for customers via phone and service portal, ensuring timely and effective support.
• Delivered knowledgeable, friendly, and professional service, promoting high customer satisfaction.
• Consistently achieved sales targets while fostering a welcoming and customer-focused environment.
• Collaborated with cross-functional teams to support organizational goals and improve service delivery.
• Troubleshot internet connectivity issues, configured routers, and provided step-by-step guidance to customers.
• Took remote access to assist customers in configuring routers, including TCP/IP settings.
• Applied a basic understanding of networking and cloud concepts to improve communication and technical problem-solving.
• Led and mentored a team of 20, driving collaboration, motivation, and skill development.
• Improved team performance by 15% through effective coaching, training, and process optimization.
• Successfully guided the team to achieve top 1 ranking in overall performance metrics.