Pamela Sulema
SS&C Technologies
Adelaide,SA
1
Certification
27
years of professional experience
Experienced testing professional prepared for this role with strong focus on team collaboration and achieving results. Skilled in test planning, execution, and defect tracking, ensuring reliable software performance. Dependable in adapting to changing needs and known for thorough analysis and effective problem-solving. Skilled in manual and at an introductory level for automated testing using AI tools such as Claude, ChatGPT, Github CoPilot.
Work History
Senior Test Analyst – Superannuation and Financial Services
9 Years 6 Months- Superannuation processes and procedures
- Test Planning, Test Data preparation, Test Execution, Defect identification
- Agile methodology
- Showcase presenting
- SQL Script Writing
- OCTOPUS deployments
- Sprint planning sessions
- Batch job processing
- Environment and database setup
- ALM/XRAY test case planning
- Superannuation Clients: DDH, Super SA, MINE, Fund Host, State Street, Aware Super, High Trust, IFL, MLC.
- Developed comprehensive test plans to validate software functionality.
- Executed detailed test cases, ensuring alignment with project requirements and specifications.
- Introduction to Claude and GitHub Pilot for coding and test case creation.
- Ensured compliance with industry standards and regulatory requirements throughout the testing process.
- Conducted in-the-line testing and evaluated resulting measurements to identify variances in output using current production methods and compare against application-specific tolerances.
- Developed and maintained defect databases for known issues.
- Developed custom test scripts for complex applications, increasing defect detection capabilities.
- Completed in-depth usability testing on Windows, Android and iOS mobile devices.
- Validated system requirements through targeted functional, regression, and performance testing efforts.
- Participated in available trainings to improve software knowledge.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Kept scripts and test cases updated with current requirements.
- Optimized test cases to maximize success of manual software testing.
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Advised developers on problems with databases, performance and other issues.
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
- Strengthened cross-functional collaboration through proactive communication with developers, business analysts, and project managers.
- Collaborated with cross-functional teams to identify and resolve defects efficiently.
SAP Senior Test Analyst – Pharmaceuticals
5 Months- SAP Interaction Centre Functional Testing
- Defect management
- Test Case creation, execution within Spira Test Management Systems
- Led test planning and execution for critical pharmaceutical applications, ensuring compliance with industry standards.
- Collaborated with cross-functional teams to identify and resolve software defects efficiently.
- Managed stakeholder communications regarding project status, risks, and quality assurance findings.
- Improved testing processes by implementing new test strategies and methodologies.
- Collaborated with development teams for seamless integration of testing results.
- Testing Strategy document preparation
- Testing Summary Report preparation
- Showcase activities to the Business Users
- Optimized test cases to maximize success of manual software testing.
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Advised developers on problems with databases, performance and other issues.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
SAP Senior Test Analyst
5 Months- System Testing of the MyGov Centrelink Platform
- ALM Test Planning, Test execution and defect management
- SAFe Agile for Teams Accreditation
- ISIS Mainframe Centrelink Testing
- Integration with other mygov departments such as the mygov mailbox, child support etc.
- Agile Processes and Scrum processes.
- Collaborated cross-functionally with project teams to identify testing requirements and streamline workflows.
- Executed regression and user acceptance testing to validate system functionality prior to deployment.
- Improved testing processes by implementing new test strategies and methodologies.
- Directed team members to follow specific testing standards and guidelines as outlined in project requirements.
- Provided comprehensive reporting of test results to stakeholders, enabling informed decisionmaking.
- Completed in-depth usability testing on Windows, Android and iOS mobile devices.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Kept scripts and test cases updated with current requirements.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Optimized test cases to maximize success of manual software testing.
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
Test Analyst – SAP and Financial
9 Months- Testing of the My Sap Services - Staff Application (SAP Product) and mentoring Business users on User Acceptance Testing processes.
- Testing of the Australian Taxation Office Website Calculators and Tools comprising of: Medical Expenses Tax Offset, ECDT and SGET (Employee Contractor Decision Tool and Superannuation Guarantee Eligibility), Debt release tool, Are You A Resident, Fuel Tax Calculator, Small Business Income Tax Offset (SBITO), GST Food and Beverage Classification (and others)
- Conducted regression testing to ensure consistent application behavior across updates.
- Mentored junior analysts on best practices in testing methodologies and tools.
- Led initiatives to streamline testing processes, resulting in reduced turnaround times.
- Directed team members to follow specific testing standards and guidelines as outlined in project requirements.
- Designed and executed test cases to validate system functionality.
- Tested functional and compatibility of the new program in comparison to existing applications.
- Maintained accurate documentation of all testing activities, enabling efficient review of results by project stakeholders.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Kept scripts and test cases updated with current requirements.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Increased overall test coverage, prioritizing high-risk functionalities for thorough examination.
Test Analyst – SAP and Financial
9 Months- UAT Co-ordination
- Agile Methodology
- Browser Stack Testing
- JIRA and Application Lifecycle Management (ALM)
- Designed and executed test cases to validate system functionality and performance.
- Collaborated with cross-functional teams to identify and resolve software defects.
- Conducted regression testing to ensure consistent application behaviour across updates.
- Mentored junior analysts which were business users on best practices in testing methodologies and tools.
- Identified critical defects, conducting root cause analysis and collaborating with the development team for timely resolutions.
- Ensured smooth communication between QA and development teams, participating in regular meetings to discuss progress updates and address challenges collaboratively.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Kept scripts and test cases updated with current requirements.
- Documented testing procedures for developers and future testing use.
- Increased overall test coverage, prioritizing high-risk functionalities for thorough examination.
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Collaborated with cross-functional teams to ensure seamless integration of system components during end-to-end testing.
- Improved software quality by designing and executing comprehensive test plans.
- Met with quality assurance, developers and project managers to assess scope and sequence of project.
- Completed in-depth usability testing on Windows, Android and iOS mobile devices.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
Lead Senior Test Analyst – SAP
6 Months- Success Factors (SAP HR)
- SAP Modules: Employee Central, Learning Management System, Performance and Goals
- ADP payroll and Global View
- Payroll results validation
- Presence of ITT (vendor engagement)
- Led cross-functional teams in identifying defects, recommending solutions, and enhancing product performance.
- Developed and executed comprehensive test plans to ensure software quality and functionality.
- Analyzed test results and provided detailed documentation to support decision-making processes.
- Assisted in defining project goals and objectives related to quality assurance activities.
- Strengthened cross-functional collaboration through proactive communication with developers, business analysts, and project managers.
- Ensured compliance with industry standards by rigorously following established QA procedures and guidelines.
- Kept scripts and test cases updated with current requirements.
- Documented testing procedures for developers and future testing use.
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Optimized test cases to maximize success of manual software testing.
Software Test Analyst
9 Months- SpCheckmate (asp. Net Technologies)
- MSS Member Service Site (asp. Net Technologies)
- R2 Reflection (Oracle Forms)
- Superb (Oracle Forms)
- ALM Quality Centre 11.52/HP QC
- PowerShell, FileZilla, Control M, SOPUI
- SQL Server Management Studio
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
- Agile Methodology/Waterfall Methodology
- Facilitated smooth product releases by collaborating closely with developers to resolve issues promptly.
- Project: Australian Stock Exchange Investment Self-Managed Project
- Developed and executed comprehensive test plans for software applications within superannuation systems.
- Collaborated with cross-functional teams to identify and resolve defects in financial software solutions.
- Conducted regression testing to ensure system stability after updates and enhancements.
- Analyzed test results and documented findings to drive continuous improvement in software quality.
- Designed user acceptance tests to validate new features against business requirements effectively.
- Maximized software compatibility across various platforms and browsers by executing cross-platform and cross-browser testing efforts.
Senior Software Risk Analyst
6 Months- Digital Replatforming of the Medibank website
- Device manual testing of the Medibank website
- Agile methodology (showcases, scrums)
- Test planning from User stories, epics, style guides and UX designs.
- Test execution using various mobile and tablet devices across various browsers
- Defect raising and retesting
- ALM (Application Lifestyle Management 11.52)
- JIRA, Confluence, ALM
- Mobile and device testing of the Medibank website.
- Maximized software compatibility across various platforms and browsers by executing cross-platform and cross-browser testing efforts.
- Collaborated with cross-functional teams to ensure compliance with regulatory requirements and industry standards.
Software Test Analyst/Defect Manager
10 Months- SpCheckmate (asp. Net Technologies)
- MSS Member Service Site (asp. Net Technologies)
- R2 Reflection (Oracle Forms)
- Superb (Oracle Forms)
- ALM Quality Centre 11.52/HP QC
- PowerShell
- Developed and executed comprehensive test plans to ensure software quality and functionality.
- Improved software quality by developing and executing comprehensive test plans and test cases.
- Maintained up-to-date knowledge on industry trends through participation in conferences, workshops, webinars, online forums related to software testing domain expertise.
- Increased customer satisfaction by identifying critical bugs before release, preventing costly post-launch fixes.
- Collaborated with cross-functional teams to establish quality assurance benchmarks aligned with organizational goals.
- FileZilla, Control M, SQL Server Management Studio, SOAPUI
- Agile Methodology Processes
- Projects: LCP Legislative Change Project for 2013/14 for CBUS, AUSSUPER, HESTA, HOSTPLUS, IRIS
- Reduced time to market with efficient management of testing resources and prioritization of high-risk areas for testing.
- Enhanced software reliability through meticulous identification, documentation, and tracking of defects.
- Projects: ASX CBUS Self-Managed Implementation
- Projects: ePass Platform Upgrade
Senior Test Analyst
7 Months- Tempus (Invoice Processing System)
- Novus (Workers Compensation System)
- ACCtion (Mainframe database)
- FileNet (Document Repository)
- ALM Quality Centre
- Enhanced software quality by identifying and resolving critical defects before product release.
- Provided comprehensive reporting of test results to stakeholders, enabling informed decisionmaking.
- Increased efficiency of test execution by prioritizing high-risk functionalities and scenarios.
- DB Visualiser
- QTP Quick Test Pro (to run scripts)
- SOAPUI
- Conducted in-the-line testing and evaluated resulting measurements to identify variances in output using current production methods and compare against application specifics.
- Cucumber/Squirrel SQL/XML Spy
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Completed pre-implementation testing for new system modifications to assess potential impacts.
- Project: EDRMS Document Management Project
- Preparing a System Test Plan detailing the test approach for the Scanning and Imaging Component of the EDRMS Project.
- Preparing the System Test Plan for the Data Migration of eFile (Worksafe’s current document repository) to FileNet. Preparing Test Cases for eFile Migrations and Data Setup for eFile Migratio
Business Analyst (1 month exposure opportunity)
- E2E process map for the Document Management Project
- Collaborated with cross-functional teams to gather requirements and streamline project workflows.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
Senior Test Analyst
1 Year 5 Months- Customer Document Management Project
- Thunderhead Review Case Editor
- Thunderhead Job Manager Console
- Thunderhead Admin
- SOAP UI script running and troubleshooting
- Completed in-depth usability testing on Windows, Android and iOS mobile devices.
- Kept scripts and test cases updated with current requirements.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Developed and executed comprehensive test plans, ensuring alignment with project specifications and requirements.
- Collaborated with development teams for seamless integration of testing efforts, resulting in faster issue resolution.
- HP Quality Centre, Confluence, JIRA, Notepad ++
- Following Agile Methodology processes with Scrum meetings and sprint timelines.
- Developed custom test scripts for complex applications, increasing defect detection capabilities.
- Collaborated with cross-functional teams to identify software defects, facilitating timely resolutions and improving user experience.
- Preparing Key testing documents such as System Test Plans, Test Entry Reports, Test Summary Reports
- Amending Transaction Data XML to suit scenarios
- Performing Smoke Testing, Configuration testing, Functional Testing, Scenario Testing and Regression Testing.
- Running automation scripts prepared by the automation team.
- Thunderhead ERP system
- Repository ERP system
- Chairing defect triage meetings.
- Preparing Test Cases for a Document Management project
- Assigning work to other Test Analysts working within my area of the Document Management Project.
- Reviewing other Test Analysts work output and results during the system test phase.
- Chairing Test Acceptance Meeting with key project stakeholders where System Testing results are presented in a Test Summary Report.
- Providing estimates for anticipated work effort
- Making decisions whether or not take deployments depending on risk to the current release.
- Testing on EDRMS systems
- Testing on Open Text Capture system
Senior Test Analyst
6 Months- System Testing on a web-based incident management program called AIMS a product developed by iSOFT.
- Responsibilities: Preparing Master Test Plan for Functional Testing
- Preparing and writing Test Cases in HP Quality Centre 9.2
- Executing Test Cases
- Collaborated with cross-functional teams to identify software defects, facilitating timely resolutions and improving user experience.
- Preparing Test Summary Reports detailing test results.
- Mentoring other staff in the use of HP Quality Centre
- Create the Functional Test Plan even though there were no business requirements documents.
- Create Test Cases even though there were no business requirement documents.
- Developed an understanding of Medical terminology and operational processes within hospitals.
- Analyzed test results and provided detailed reports, driving data-informed decision-making within the development team.
- Streamlined test case management by implementing best practices and efficient organization methods.
- Validated system requirements through targeted functional, regression, and performance testing efforts.
- Participated in available trainings to improve software knowledge.
- Kept scripts and test cases updated with current requirements.
- Documented testing procedures for business users and future testing use.
- Educated Application Specialists in the creation of test cases
- Educated Application Specialists how to use HP Quality Centre.
- I was the only Functional Tester assigned to the project.
- Clear and effective communication to achieve results
SAP HR Payroll Consultant
- Processing payroll for the company with the Human Resources Payroll Manager
- Generating Payslips for staff
- Using Kronos
- Streamlined payroll processing using SAP HR, enhancing efficiency and accuracy in payroll delivery.
- Delivered expert guidance on payroll compliance and regulations, minimizing risk for clients.
- Analyzed payroll data discrepancies, implementing corrective measures to ensure data integrity.
Test Analyst
5 Months- Mainframe
- SALMAT
- System Testing/SIT Management Program for the Water Billing Phase 3 project.
- CRM Customer Relationship
- Priority of work requests approaching dead lines.
- Conduct System Testing/System Integration Testing
- Collaborated with stakeholders to address defects and verify resolutions efficiently.
- Optimized test cases to maximize success of manual software testing.
- Identified critical defects, conducting root cause analysis and collaborating with the development team for timely resolutions.
- Evaluating test results and identify defects
- Monitoring the status of defect fixes and retesting defects
- Constructing High Level Test Plans
- Preparation of key testing documents such as Requirements Matrix and System Test Report.
- Participated in requirement reviews to identify potential issues before development phase.
- Met with quality assurance, developers and project managers to assess scope and sequence of project.
- Increased overall test coverage, prioritizing high-risk functionalities for thorough examination.
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Collaborated with cross-functional teams to ensure seamless integration of system components during end-to-end testing.
- Improved software quality by designing and executing comprehensive test plans.
- Identified bugs and issues within system and applied troubleshooting techniques for mitigation purposes.
- Analyzed test scenarios to ensure thorough understanding of requirements and objectives.
- Developed and executed test cases based on functional specifications and user stories.
Test Analyst
6 Months- Mainframe Testing in conjunction with Spider GUI Financial system (SAP)
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Kept scripts and test cases updated with current requirements.
- Documented testing procedures for developers and future testing use.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Advised developers on problems with databases, performance and other issues.
- Documented testing results, providing clear feedback for continuous improvement of applications.
- Collaborated with stakeholders to address defects and verify resolutions efficiently.
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Optimized test cases to maximize success of manual software testing.
- Analyzed test scenarios to ensure thorough understanding of requirements and objectives.
- Improved software quality by designing and executing comprehensive test plans.
- Evaluated product requirements, translating them into detailed test scenarios and validating expected outcomes.
- Maintained accurate documentation of all testing activities, enabling efficient review of results by project stakeholders.
- Reduced production issues by implementing rigorous regression testing before each release.
- Identified critical defects, conducting root cause analysis and collaborating with the development team for timely resolutions.
- Ensured smooth communication between QA and development teams, participating in regular meetings to discuss progress updates and address challenges collaboratively.
- Met with quality assurance, developers and project managers to assess scope and sequence of project.
- Evaluated data sets from multiple test implementations to determine and account for standard variance in test results.
- Priority of work requests approaching dead lines
- Documented current production methods to identify points of limitation to target for quantification through testing procedures.
- Evaluating test results and identify defects
- Monitoring the status of defect fixes and retesting defects
Finance lead Test Analyst/Test Analyst
1 Year 8 Months- Implementation of the Curam web-based CRM system in the testing of the new system for Workers Compensation.
- Customer Relationship within the organization which is a web-based application
- TOF: Technology One Interface for Financials (SAP)
- Evaluating the test results and identifying defects
- Using test director to update or raise new defects
- Assign priority to work requests
- Correspond with the business, developers, software vendor to follow-up on fixes for defects
- Providing estimates for the execution of test plans
- Providing Impact Analysis on Project Scope Variations
- Processed invoices and contacted appropriate parties for timely payment receipt.
- Holding Walkthroughs with Business Analysts and Business Specialists
- Scheduling batches for Technology One Interface and checking the files produced
- Regression, Functional & System Testing, System Integration Testing and UAT.
Test Analyst
3 Years 9 Months- Created Test plans, Test Cases and Test Data through the analysis of Functional Requirements.
- Functional Testing within a Customer Relationship management mainframe program CLOAS and GUICLOAS (CRM).
- Evaluating the test results and identifying defects
- Analyzed test scenarios to ensure thorough understanding of requirements and objectives.
- Developed and executed test cases based on functional specifications and user stories.
- Using test director to update or raise new defects
- Assign priority to work requests approaching dead line
- Correspond with the business, developers, software vendor to follow-up on releases and fixes for defects
- Providing estimates for the execution of test plans
- Providing Impact Analysis on Project Scope Variations
- Holding Walkthroughs with Business Analysts and Business Specialists
- Regression, Functional & System Testing
- Collaborated with stakeholders to address defects and verify resolutions efficiently.
- Documented testing results, providing clear feedback for continuous improvement of applications.
- Coordinated with development teams to establish testing timelines and resource allocation.
- Participated in requirement reviews to identify potential issues before development phase.
- Implemented automated testing tools to enhance efficiency of regression testing processes.
- Increased overall test coverage, prioritizing high-risk functionalities for thorough examination.
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Optimized test cases to maximize success of manual software testing.
- Collaborated with cross-functional teams to ensure seamless integration of system components during end-to-end testing.
- Improved software quality by designing and executing comprehensive test plans.
- Identified bugs and issues within system and applied troubleshooting techniques for mitigation purposes.
Unit Trust Administrator
1 Year 7 Months- Using platforms such as Trust, Basil and Cloas.
- Processing Redemptions, Applications and other Financial Transactions.
- Following Superannuation procedures and policies
- Customer interaction for internal and external clients
- Processed unit trust transactions ensuring compliance with regulatory requirements.
- Assisted in the preparation of client reports and account statements.
- Maintained accurate records of client information and investment activities.
- Collaborated with team members to enhance operational efficiencies in fund administration.
- Monitored daily cash flows and reconciled discrepancies in accounts.
- Implemented best practices for data management and reporting accuracy.
- Trained junior staff on unit trust administration procedures and systems usage.
- Led initiatives to streamline workflows, improving service delivery timelines.
- Collaborated with internal teams to resolve complex issues, improving overall service quality.
- Reduced errors in fund valuation processes by implementing rigorous quality control measures and crosschecks.
- Maintained strong relationships with external service providers, ensuring seamless coordination within the unit trust ecosystem.
- Enabled effective communication between stakeholders through clear reporting of key performance indicators and relevant information updates.
- Managed risk exposure through close monitoring of unit trust transactions and adherence to established procedures.
- Conducted periodic reviews of existing processes to identify areas for improvement and increase operational efficiency.
- Enhanced client satisfaction by providing timely and accurate unit trust administration services.
- Processed corporate actions such as mergers, acquisitions, and dividend payments to ensure accurate fund valuations.
- Streamlined processing workflows for increased efficiency in daily unit trust administration tasks.
- Contributed to business growth by identifying opportunities for process improvements and implementing strategic changes.
- Demonstrated strong problem-solving skills by identifying discrepancies in account balances and promptly resolving the matter to maintain client trust and satisfaction.
- Facilitated the onboarding process for new clients, ensuring a smooth transition into the unit trust program.
- Assisted in the development and implementation of training programs for junior staff members, fostering a knowledgeable team environment.
- Ensured compliance with regulatory requirements by diligently maintaining up-to-date records and documentation.
- Aligned operational strategies with evolving market conditions to optimize unit trust administration outcomes for clients.
- Safeguarded client assets through diligent tracking of account activity and strict adherence to custody rules and regulations.
- Efficiently reconciled cash movements for various funds while maintaining accuracy under tight deadlines.
- Promoted a culture of continuous improvement by actively participating in departmental meetings, brainstorming sessions, and sharing feedback on processes or policies as needed.
- Supported organizational goals by staying informed about industry trends and incorporating best practices into daily operations.
- Played an integral role in successful audits by providing thorough documentation and demonstrating sound record-keeping practices.
- Evaluated transactions and reporting for adherence to applicable regulatory guidelines and data integrity.
- Assessed financial data and determined suitable actions for investments.
- Created key performance indicators to measure and assess investment performance.
- Devised and implemented hedging strategies to decrease investment risks.
- Monitored regulatory or tax law changes to achieve fund compliance and to capitalize on development opportunities.
- Consulted with potential investors to assess objectives and discuss optimal strategies.
- Investigated market changes and devised approaches to take advantage of emerging opportunities.
- Conducted due diligence checks on investment opportunities and determined rates of return and risks to clients.
- Modeled and simulated potential investments to gauge returns and diversify portfolios.
Customer Service Consultant/Internet Banking Specialist
3 Years 7 Months- Delivered exceptional customer service through effective communication and problem-solving skills.
- Assisted customers with account inquiries, ensuring timely and accurate responses to enhance satisfaction.
- Facilitated onboarding process for new clients, providing guidance on banking products and services.
- Collaborated with team members to streamline processes and improve overall service delivery efficiency.
- Resolved complex customer issues by utilizing internal systems and resources effectively.
- Trained new staff on customer service protocols, enhancing team knowledge and performance consistency.
- Maintained up-to-date knowledge of bank policies to provide accurate information to customers.
- Identified opportunities for service improvements, contributing to enhanced customer experiences and retention strategies.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while remaining courteous and professional.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Increased client retention through exceptional service and timely solutions to issues.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Provided feedback on potential areas for improvement within the department based on personal experiences and observations.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
- Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.
- Collected and verified application data such as employment histories and financial documentation to determine plan eligibility.
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
- Collaborated with team members to share best practices and improve overall performance within the department.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Maintained comprehensive knowledge of product offerings and company policies through continuous learning initiatives such as workshops or webinars.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Enhanced team communication through regular briefings, fostering a more cohesive working environment for better productivity levels.
- Credit Card, personal loan, investment and home loan enquiries
Education
SAFe For Teams Accreditation - Information Technology
Agile Fundamentals - Information Technology
ISTQB Foundation Certificate in Software Testing
Diploma of Human Resources
Diploma of Social Media Marketing Management
Certificate IV - Human Resources
Bachelor of Arts - Economics, Public Policy and Legal Studies
- Travel and Tourism
Skills
SuccessFactors (SAP HCM HR HRIS)
GUI Interface testing on SAP
TESTING payment interface system such as SPIDER and GUICLOAS
Web based testing on CRM system such as CURAM
MSS
R2
Document Management Program Thunderhead 3rd party vendor program
TOF Technology One Interface
OCC – Open Capture Centre Program (ERP Program)
VRD – Vignette Records Management web based program
AIMS Incident Management system
ASP .NET
Oracle Forms
Unix
COBOL
Selenium IDE
Cucumber scripts
Digital Device testing (Mobiles
tablets)
Mainframe (COBOL) manual testing
SAP HR (Success Factors) and SAP Financial Testing
SAP Modules: Employee Central
Learning Management System
System Integration Testing
User Acceptance Testing management/execution
System Test Plans/Test Strategy
Test Case Preparation and execution
Test Summary Reports
SQL Queries – basic/medium
Superb
Reflection – CRM Programs
Agile Methodology (Scrum
epics
user stories
UX Design)
Customer Relationship Management (CRM)Testing
JIRA – defect management/JIRA for user stories. Tempo for time management.
Confluence – ability to share information across workspace
MS Office Suite
Oracle Forms Testing
Running web service tests
FileZilla
Powershell
SQL Query Manager
Atlassian
Confluence
JIRA
X-RAY
QTP/SOAPUI – to run scripts only
Team Player as always willing to mentor other team members on testing processes.
Self – Motivated with an ability to make decisions and achieve results.
Excellent Organisational Skills.
Willing to learn from others.
Ability to build strong friendly relationships with diverse cultures that are within the testing industry.
Time Management Skills.
User acceptance testing
Requirements analysis
Manual testing
Defect tracking
Agile methodology
Test execution
Scrum framework
Bug reporting tools
End-to-end testing
Test management tools
Regression testing
Integration testing
Test planning
Software development life cycle
Manual test analysis
Test data preparation
Functional testing
Test documentation
Cross-browser testing
Test reporting
Mobile app testing
Certification
- SAFe For Teams Accreditation (2019)
- Agile Fundamentals – Elabor8 (2018)
- SQL steps online course – SQL Steps
- ISTQB Foundation Certificate in Software Testing: - Plan IT
- User Acceptance Testing – Object Training
- Professional Testing Processes – Plan IT
EXTRA CURRICULAR ACTIVITIES
City to Bay Fun Run, Playing Soccer in competitions, Watching Essendon play in the AFL, Regular attendance of the gym City to Bay Fun Run, Playing Soccer in competitions, Watching Essendon play in the AFL, Regular attendance of the gym
Timeline
SAP Senior Test Analyst – Pharmaceuticals
Australian Pharmaceuticals Industries Limited
07.2021 - 12.2021Read More
SAP Senior Test Analyst
Federal Government – Department of Human Services Centrelink
03.2019 - 08.2019Read More
Senior Test Analyst – Superannuation and Financial Services
SS&C Technologies
01.2017 - CurrentRead More
Test Analyst – SAP and Financial
Australian Taxation Office (Federal Government)
04.2016 - 01.2017Read More
Test Analyst – SAP and Financial
Australian Taxation Office (Federal Government)
04.2016 - 01.2017Read More
Lead Senior Test Analyst – SAP
IXOM Australia
10.2015 - 04.2016Read More
Software Test Analyst
Superpartners (Link Financial Services) (Superannuation Industry)
01.2015 - 10.2015Read More
Senior Software Risk Analyst
Medibank Health Solutions
07.2014 - 01.2015Read More
Software Test Analyst/Defect Manager
Superpartners (Superannuation Industry)
09.2013 - 07.2014Read More
Business Analyst (1 month exposure opportunity)
Work Safe Victorian Workcover Authority
04.2013 - 04.2013Read More
Senior Test Analyst
Work Safe Victorian Workcover Authority
02.2013 - 09.2013Read More
Senior Test Analyst
CGU Insurance (IAG Limited)
08.2011 - 01.2013Read More
Senior Test Analyst
Dialog IT — Test Consultant Department of Health
02.2011 - 08.2011Read More
SAP HR Payroll Consultant
Kinetic IT — SAP HR Payroll Consultant
02.2011 - 02.2011Read More
Test Analyst
Government – Department of Families and Communities
09.2010 - 02.2011Read More
Test Analyst
Infosys Australia – Contracted to St George/Westpac Bank
03.2010 - 09.2010Read More
Finance lead Test Analyst/Test Analyst
Work Cover (Worker’s Compensation)
07.2008 - 03.2010Read More
Test Analyst
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Adelaide Training Academies
from Travel and Tourism
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Flinders University
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Alison.com Online Courses
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PLAN IT
ISTQB Foundation Certificate in Software Testing
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