Keval Shah Malad East, Mumbai/Maharashtra.
Email:-Cell No: -
Executive Summary:
• 4 year of professional experience in testing Web based, Client/Server, desktop applications.
• Experience in system analysis, Quality Assurance.
• Experience working in Agile and Waterfall methodologies.
• Expertise in analysing and creating Test plans, Test cases, and Test summary reports.
• Experienced in the different types of testing that include Integration Testing, Regression Testing, Ad –
Hoc Testing, Browser Compatibility Testing, Example Testing, GUI (Graphical User Interface) Testing
and Static Testing.
• 3 Year professional experience in Customer Service Agent.
• 2 Years professional experience in Administrative Assistance.
• 2 Years professional experience in Technical Writing.
• 2 Years professional experience in Accounting.
• Strong communication, analytical, interpersonal and presentation skills.
• Ability to perform under deadlines, good individual and team player.
• Ability to master new concepts and applications quickly.
Academic Profile:
High School Degree Commerce and Financial Accounting.
My Objective:
To be a successful professional in a fast growing company. 2 To obtain a challenging position in the area
of Quality Assurance & Customer Services, which would best utilize my education and skills, allow me to
enhance my future growth as well as progressive company's growth.
Technical Knowledge:
Methodologies: Agile, Waterfall Operating Environments: Windows 95/98/2000, XP, Windows 7,
Windows 8, and Windows 10. Others: MS Word, MS Excel
Project Profile: Few Apps which I have tested.
Manual Tester End Client: IntegrateCloud SAAS Pvt
Ltd. Duration: November 2015 – October 2019.
IntegrateCloud is a Software and App making and consulting company specializing in integration of
Customer Support Software (CRM) & other Software & Tools.
Listed Very Few Apps from the list.
01. Environment: Zendesk & JIRA
Responsibilities
• Production support and testing applications
• Manage the support processes for the websites and application issues using Zendesk.
• Troubleshoot, support, maintain and enhance Zendesk in use as per business process and project
needs
• Monitor and troubleshoot systems to correct technical issues that impede development or day-to-day
operations
• Communicate with Customers using Zendesk Public Replies
• Use Zendesk Internal notes to communicate with internal team members
• Expert in Zendesk Software.
• Experience in using Zendesk Ticketing solution as well supporting customers.
• Expert in Zendesk Software creating Custom fields
02. Environment: Zendesk – Asana
Responsibilities
• Production support and testing applications
• Manage the support processes for the websites and application issues using Zendesk.
• Troubleshoot, support, maintain and enhance Zendesk in use as per business process and project
needs
• Monitor and troubleshoot systems to correct technical issues that impede development or day-to-day
operations
• Communicate with Customers using Zendesk Public Replies
• Use Zendesk Internal notes to communicate with internal team members
03. Environment: Zendesk – Slack
Slack is an App for communicating with our team for creating tickets, updating comments regarding a
ticket, just normal work details or status update for a ticket etc.
Responsibilities
• Production support and testing applications
• Manage the support processes for the websites and application issues using Zendesk.
• Troubleshoot, support, maintain and enhance Zendesk in use as per business process and project
needs
• Monitor and troubleshoot systems to correct technical issues that impede development or day-to-day
operations
• Communicate with Customers using Zendesk Public Replies.
04. Environment: Freshdesk – JIRA
Freshdesk is a CRM Software & JIRA is a Bug Tracking Tool.
Responsibilities
• Production support and testing applications
• Manage the support processes for the websites and application issues using Zendesk.
• Troubleshoot, support, maintain and enhance Zendesk in use as per business process and project
needs
• Monitor and troubleshoot systems to correct technical issues that impede development or day-to-day
operations
• Communicate with Customers using Zendesk Public Replies.
Customer Service Agent. End Client: IntegrateCloud
SAAS Pvt Ltd. Duration: May 2016 – October 2019.
Responsibilities
• Helping Customers setting up apps in their respective environments’.
• To help Customers in solving queries about pricing.
• To help Customers in solving any bugs if they find in the app by following up with developer &
customers till end resolution.
• Following up with customer till sales,
• To help in understanding the Customer by giving Demo to Customer & explaining the product in
details.
• To help Customer solve their Accounts related issues.
• Experience in online chatting with customer using Olark (Online Chatting App) to solve issue &
doubts of the customer regarding product or its installation steps or payment related info etc.
Administrative Assistant. End Client: IntegrateCloud
SAAS Pvt Ltd. Duration: Nov 2016 – October 2019.
Responsibilities
• Handle Office task such as filling, generating reports
• Giving Demos for the customer.
• Setting up Demo with the Customer.
• Setting up meeting with developer & Customer to discuss the changes required in the application.
• Helped in maintaining polite and professional communication via emails.
• Experience in booking & keeping itinerary updated.
• Handling of Bank related works.
Accountant End Client: IntegrateCloud SAAS Pvt Ltd.
Duration: May 2017 – October 2019.
Responsibilities
• Making quote for the product depending on factors & customer requirements.
• Making invoice for the customer.
• Keeping renewals reminders for invoicing.
• Following up with Customer until complete payment is received.
• Maintaining Petty Cash for general expenses.
• Handling of Bank related works.
Technical Writing. End Client: IntegrateCloud SAAS
Pvt Ltd. Duration: May 2017 – October 2019.
Responsibility
• Writing Article for the Customer.
• Building Knowledge Base & FAQ for the Customer.
• Writing set up procedure (Installation Steps) for customers.
List of few Application whose installation steps are written & used by Customer
• IntegrateCloud Zendesk Asana Integration.
• IntegrateCloud Connector for Slack Lite V2.
• IntegrateCloud Connector for VSTS.
• IntegrateCloud Connector for GitHub.
• IntegrateCloud Connector for Office Teams.
• IntegrateCloud Zendesk JIRA Integration.
• IntegrateCloud Translation App.
• IntegrateCloud Freshdesk JIRA Integration.
• IntegrateCloud Freshdesk Azure DevOps (VSTS) Integration.
• IntegrateCloud Freshdesk Asana Integration is upcoming.
