Experience — Alexandra Catalina Poede

Resume created on DoYouBuzz

Experiences

Bug reporting: Finding bugs and log them on YouTrack based on their severity, priority and defect type;
Testing principles;
Learning about testing models, SDLC and STLC according to V-Model, Waterfall and Agile methodologies;
Testing types: Functional (Sanity, Smoke, Retesting, Regression, UAT, Alpha, Beta, etc.) & Non-Functional (Performance, Load, Stress, Usability, Security, etc.);
Black Box testing: equivalent partitions, boundary validation and decision table;
Testing Levels: unit testing, integration testing, system testing and acceptance testing;
Understanding SQL database practicing on an internal database making different queries using JOIN, Aggregate Functions (as SUM, COUNT, MAX, AVG, etc.) – using MySQL Workbench;
Test plan content
Test cases: practicing on an internal blog application. Based on requirements I created a traceability matrix and test cases using positive and negative test data;
Learning about APIs;
Tools: Postman, YouTrack, Jing, MySQL Workbench, Putty;

Management of Service Now tickets for two clients, against SLAs and contracts;
Daily meetings with both clients, discussing about backlog and improvement plan;
Maintaining good relations with all suppliers and resolving teams;
Having strong customer centric focus, relationship management with key stakeholders;
Escalation to TL / SDM / Resolving Teams/ OPS where tickets may or have been breached;
Escalation point for client issues, taking necessary actions to get the resolution, communicating with the customer about status and actions taken;
Ownership of the accuracy and quality of information on all logged incidents; regular evidence of constructive feedback on the accuracy and quality of logged incidents;
Monitoring the tickets from all the queues in order to avoid breached, non-actioned or non-conforming tickets;
Realizing periodically service reports (daily, weekly, monthly) or ad-hoc reports requested by SDM /OPS /TL;
Attending meetings with SDMs, discussion figures and issues/improvements on incident management process;
Perform Quality Checks on SD's agents;
Informing SD regarding the modification of Incident Management procedures;
Creating Incident Management procedures and Work Instructions;
Training with SD members on different Incident Management procedures;
Monitoring the outages tickets and request updates from MIM team
I had interviews with new candidates

Providing a first point of escalation for the team in respect of technical support
Problem monitoring, resolution and escalation
Day to day ticket management
Perform symptom analysis on incidents to determine next course of action, - User account administration (Active Directory, VPN, SAP, New Joiner process)
Ensure that all of the terms and conditions specified in the Service Level Agreement are followed
Contact with user via phone and mail, troubleshooting and resolving users technical
Acting as single point of contact for users, logging and managing calls within SLA
Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact;
Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages;
Proactive flagging incidents where no knowledge solution was found;
Meeting or exceeding the level of Service when responding to all incoming incidents;
Accurate and timely hand off to other resolving teams.
Providing training for new joiners.

Answer the incoming calls from clients and customers and provide them with the required information and resolve their queries
Attend meetings to gain knowledge about the new products launched, features introduced and existing products removed
Make note of the complaints, suggestions and grievances of the customers. Take immediate action against them. Give them a call back to ensure their grievances have been resolved.
Explain products, services, and prices, and answer customers questions.
Obtain customer information such as name, address, and payment method, and enter orders into computer system.

Conducting interviews with readers, sources and anyone directly involved in a story.
Quickly collecting and analyzing information on any breaking news stories.
Involved in picture selection and the layout design of a page.
Attending press launches, meetings and conferences etc.
Answering the telephone on the news desk and dealing with any enquiries.
Following up leads for potential new stories.
Coming up with catchy headings for features.
Producing marketing and promotional material for the publication.

Alexandra Catalina Poede