Ehsan Karami

• Resolved system and customer issues by troubleshooting and providing effective solutions.
• Managed customer relationships by delivering prompt responses to questions.
• Tested product components to identify root causes of issues.
• Updated team on progress and addressed concerns to meet established project deadlines.
• Performed root cause analysis by reviewing logs, code and data, and implemented corrective actions.
• Tested troubleshooting methods, devised innovative solutions and documented resolutions for inclusion in knowledge base for support team use.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Maintained response times in compliance with internal policies to support business continuity.
• Served as primary point of contact for support relating to owned solutions and products.
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
• Documented reported faults and bugs for referral to development staff's use in iterative updates.

• Developed and deployed load test scripts with Loadrunner and Jmeter.
• Used monitoring tools like Dynatrace and Splunk tools on frequent basis.
• Gathered and defined business and functional requirements for each program.
• Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.
• Identified and tracked defects with JIRA and ALM and supported developers in resolving problems by completing additional tests.
• Collaborated with other teams to define test data and environment requirements .
• Supported and maintained virtualized services, components and environments by using Service Virtualization tools (CA DevTest) to enable functional and non-functional testing.
• Find ways to improve processes and delivery.
• Supported automation and test data management strategies.
• Continuously enhanced knowledge and expertise.
• Coached colleagues and act as reference for requirements management life cycle.
• Promote and develop awareness of testing methodologies and standards

Accomplishments:

• Initiated and lead Service Virtualization initiative for application to reduce data complications, which in turn have saved projects costs, on each release.
• Broaden Scope of my tasks, to compensate for unavailable resources to take initiatives through finish line, by taking over repackaging and deploying application, as well as confirming data in database.
• Achieved Consultant of the month award Oct 2019

• Responsible for adjusting and maintaining back-end and front-end of CUPC.ca. Managed to adapt and keep up, while joined in late.
• Adjusted code that was already setup whether PHP, JavaScript, CSS or HTML to meet desired results.
• Mentored other team members whether on web design, development or marketing team on how to adjust their HTML and CSS to get desired result with wordpress.
• Educated myself on wordpress and some addons and templates in order to find solutions.
• Reported progress to team, and discussed problems and solutions regarding different aspects of conference with team online and during weekly meetings.

• Collaborated with client to provide them with rapid, robust and client-acclaimed front- and back-end web development.
• Upgraded skills to HTML5 and CSS3, and educated myself on responsive web design, and gained valuable knowledge.
• Challenged by learning new skills, while meeting deadlines, but both were done and gained another happy client

• Part of semi-technical team, and hired to improve design on their SharePoint team site, and enhanced users’ experience, as well as prototyping mobile application.
• Responsible to make design decisions, conducted survey of other team members to study needs and effects of changes.
• While trying make changes to team-site, learned about SharePoint design and development, as well as iOS development and story boarding.
• Objected by user-groups and access levels of team-site, had to go in more depth to learn structures, and fix own mistakes.