Priyadarshini Somani
Oakleigh South,Australia
Summary
Results-driven IT professional with over 8 years of experience in software testing, development, and Unix/SQL support. Proficient in SQL and PL/SQL, including stored procedures, functions, packages, triggers, and performance tuning. Strong team collaboration skills and a track record of guiding and supporting peers throughout project lifecycles. Holds a Bachelor of Science in Computer Science. Seeking a challenging role to advance technical skills and drive organizational success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service SME
Telstra Limited
04.2024 - Current
- Delivered empathetic, customer-focused support, especially for vulnerable customers, ensuring a seamless experience.
- Resolved billing, product, and payment inquiries using Telstra tools and systems.
- Applied deep product knowledge to provide personalized solutions and de-escalate complaints effectively.
- Demonstrated cultural awareness and ownership in managing end-to-end service delivery.
- Supported agile practices to drive continuous improvement in customer experience.
- Completed acting team lead training; conducted coaching sessions and case evaluations for compliance.
- Achievements:
- Consistently recognized by my team lead and colleagues for my willingness to take on additional responsibilities and support my teammates.
Senior Software Engineer
Wipro Technologies
09.2015 - 05.2018
- Developed and executed SQL queries for backend testing and database validation.
- Validated source data files to ensure accurate loading into target tables.
- Designed and developed PL/SQL components including procedures and functions.
- Created and executed test plans and test cases for application enhancements and fixes.
- Performed Input Validations, User Interface Validations and Navigation testing.
- Independently analyzed issues, documented defects, and recommended software changes.
- Used HP Quality Centre for defect tracking and test result documentation.
- Collaborated with QA team to ensure comprehensive test coverage and business alignment.
- Participated in UAT defect triage's and change management activities (SIT/PCT/UAT/PAR/PROD).
- Mentored new team members and maintained training and technical documentation.
- Engaged in client and onsite coordinator calls for requirement clarifications.
- Conducted regression testing to validate that new enhancements did not disrupt existing functionality, resulting in a reduction of critical defects.
- Achievements:
- Recognized for contributions to both development and testing phases of projects, improving overall application quality and performance.
Senior Executive
Vodafone Shared Services India
11.2013 - 07.2015
- Supported key operations related to SIM and NM management, Number Portability, and Customer Service Management (CSM) within the TISC team.
- Maintained and enhanced in-house tools using Shell scripting and Perl; developed and optimized DBI (PL/SQL) scripts for bulk data updates.
- Managed reporting and analysis of Incidents, Service Requests, and Problem tickets across the department.
- Enhanced reporting scripts based on evolving business requirements using Shell and Perl.
- Developed and maintained database objects including stored procedures, packages, functions, and triggers.
- Provided on-call and onsite application support, ensuring high availability and performance.
- Conducted system analysis to identify and address implementation gaps.
- Authored and maintained technical documentation and process guidelines.
- Generated custom reports using complex SQL queries to meet client-specific requirements.
- Performed data fixes and integrity checks as needed.
- Successfully transitioned project responsibilities during an onsite assignment in Germany.
- Involved in requirement analysis, bug fixing, and application enhancements.
- Participated in application builds and modifications to support new features.
- Prepared and updated knowledge transfer (KT) and technical documentation.
- Achievements:
- Travelled to Germany for project transition. Successfully managed the transition process, which earned the client's recognition for a smooth handover and exceptional support.
Senior Subject Matter Expert
Amdocs DVCI
09.2009 - 11.2013
- Created PL/SQL stored procedures, functions, and packages for collecting the data from different order management systems.
- Created and modified UNIX shell Scripts as per the requirement of the project.
- Handling and resolving job failures in billing and EOD maps.
- Checking file systems and handling space issues.
- Support outages, release, and maintenance activities.
- Push files manually. Retrigger FBF maps manually.
- Do health checkup of system by running and validating data after maintenance.
- Basic understanding of how data flows from all the sub systems of Ensemble: CSM, USAGE, MAF/MPS, BILLING, FBF, AR, COLLECTION.
- Preparation of KT documents during the transition phase of the project.
- Created SQL scripts for data manipulation and validation on the production.
- Involved in production support to fix the defects.
- Preparing release and hot fix documents.
- Mentoring new Team Members.
- Achievements:
- Awarded for excellence in client interactions and proactive initiatives leading to improved service delivery.
Education
Bachelor of Science - Computer Science
Pune University
01.2009
Skills
- Agile and Waterfall project management
- Proficient in user acceptance and regression testing
- Project tracking and issue management with JIRA and HP Quality Centre
- Telecommunications and banking insights
- Skilled in Java, C, C, and basic Perl scripting
- Test data organization
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Resolved product issue through consumer testing.
Certification
- MCP - Microsoft Certified Professional
Languages
English
Full Professional
Hindi
Native or Bilingual
Additional Information
Passionate about transforming business testing practices using AI, predictive analytics, and production monitoring tools to ensure quality assurance in real-time.
Additional Information
Tools and technologies
- Salesforce - Agent console
- AMDOCS - OSS/BSS Suites
- BMC Remedy/ITAM
- Splunk
- PL/SQL
- Python, JAVA, PERL , C/C++
Timeline
Customer Service SME
Telstra Limited
04.2024 - Current
Senior Software Engineer
Wipro Technologies
09.2015 - 05.2018
Senior Executive
Vodafone Shared Services India
11.2013 - 07.2015
Senior Subject Matter Expert
Amdocs DVCI
09.2009 - 11.2013
Bachelor of Science - Computer Science
Pune University
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