Sugantha Sivaraj
Eastern Passage,NS
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans, and scripts. Dedicated to analyzing and resolving defects.
Knowledgeable Technical Support Analyst with solid background in troubleshooting and resolving technical issues. Adept at identifying root causes and implementing efficient solutions, ensuring seamless operations and user satisfaction. Demonstrated expertise in system maintenance and customer support, coupled with excellent communication and problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Yoga Teacher
Halifax Recreation Center
09.2024 - Current
- Instructed students in breathing, meditation and yoga poses to improve strength and flexibility.
- Established a welcoming and inclusive environment for students of all skill levels, fostering community growth.
- Planned, set up and led yoga classes for beginner through advanced practitioners.
- Tailored each yoga session according to the specific goals, abilities, and preferences of individual students or groups.
- Developed new yoga skills through continuous study and practice.
Yoga Instructor
Dalplex, Dalhousie University
09.2024 - Current
- Educated clients on the benefits of a consistent yoga practice for stress reduction, improved flexibility, and overall mental clarity.
- Planned and led yoga classes by selecting appropriate poses and sequences to meet abilities of individual students.
- Provided guidance and instruction on breathing techniques, meditation and other elements of yoga practice.
- Offered one-on-one or small-group instruction for students needing additional attention and support.
Technical Support Analyst
Royal Bank of Canada
03.2022 - Current
- Troubleshoot client’s technical concerns by being a single point of contact, following up with escalation partners and providing status updates to clients as appropriate
- Managing all kinds of technical issues, prominent in handling issues dealing with Active Directory, Hardware, Software and Mobile Device
- Communicated complex problems, concepts, ideas in a confident and well- organized manner through verbal, written and visual means
- Creating Service Now incidents and prioritizing based on requirement
- Troubleshoot and resolve Level 1/2/3 support issues from various support channels (phone calls, chats); document and escalate issues further as required
- Record all incident tickets under appropriate severity into ServiceNow call tracking system
- Provide technical support for various practice specific software applications and firm proprietary software
- Install and configure software, updates, patches
- Troubleshoot various IT hardware issues with PC, printers, etc.,
- Provide device and app support for various types of mobile devices - both iOS and Android
- Actively participate in various local and national IT projects/virtual teams as required
- Working knowledge in BI, Data manipulation
Service Desk Analyst
Service Desk Analyst
10.2023 - 10.2024
- Re-imaging laptop whenever required
- Worked on all Tier 1, Tier 2 and Tier 3, if needed will escalate tickets to next level
- Collect all contact information from Faculty/Staff and machine information from their Banner ID from ITS Tools and mention it in ticket
- Provide Hardware and Software support to employees by remote into user system using remote control tool – Beyond Trust Remote Support
- Document detailed summary and description for every request or problem reported, log all troubleshooting steps attempted, document detailed resolution on every ticket before closure
- Resolve issue related to Network Printer, Shared folder and given access to network, virtual Desktop access
- Have knowledge of Intune and Endpoint
- Have worked on resolving problems related to MS Office, Microsoft Azure, Printer issue
- Follow up on unresolved tickets assigned by email or by call to assigned bin members
- Will make sure if any Notices for applications and marked downtime have been created for day before starting shift or notify manger or group if any repeated issue occurs
- Knowledge in ITIL and worked on cloud
- Working knowledge in AWS, DevOps and Azure
Quality Assurance (QA) Analyst / Automation Engineer
Virtusa Consulting Services
06.2017 - 05.2021
- Designed and created test automation cases for front-end/web applications Payments (Citibank) and British Telecom; automated, created, and executed test scripts using Java, Selenium WebDriver, TestNG
- Performed Regression testing for new builds and every modification in application using Selenium WebDriver
- Used GitHub to maintain and manage build scripts, test data used, and other documents related to project
- Maintained, monitored, and documented behavior of application in different phases of testing; created detailed test plans, test scenarios, master test plans, and test cases according to business requirements and developed traceability matrix to ensure complete test coverage
- Created, managed, and executed E2E and API performance testing using SoapUI
- Used JIRA and HP QC/ALM for logging defects according to their severity and priority, assigned defects to developers
- Engaged in functional, regression, smoke, and sanity testing, collaborating with cross-functional teams comprising developers, business analysts, and project managers to ensure software products fulfill both functional and non-functional requirements
- Mentored junior QA testers on testing methodologies, tools, and processes and provided feedback for continuous improvements
- Involved in performing End to End testing such as GUI, Functional, Regression testing, System integration testing, and UAT/BAT testing
- Involved in performing both functional and non-functional testing
Education
Master’s - InterNetworking
Dalhousie University
Halifax, Nova Scotia12.2022
Bachelor of Engineering - Electronics and Communication Engineering
Anna University
Chennai, Tamil Nadu04.2016
Skills
- Quality Assurance Testing
- Defining Requirements
- Test Planning
- Test Case Execution
- Risk Analysis
- Generating Test Dashboards
- Waterfall
- Agile/Scrum
- SDLC
- STLC
- BDD
- Express Programming
- Defect Management Process
- Payment Domain
- Commercial Banking
- Wealth Management
- Healthcare
- Operating Systems
- MAC OS
Windows
- Unix
- Linux
- Defect/Tracking Management Tools
- JIRA
- Confluence
- HP Quality Center
- ALM
- Relational Database Management Systems
- SQL Server
- MySQL
- Web Technologies
- XPath
- Testing/Automation Tools
- Selenium WebDriver
- Cucumber
- Gherkin
- TestNG
- JUnit
- API Restful
- Postman
- SoapUI
- Git
- Maven
- REST API
- Jenkins
- Eclipse
- Oracle
- Frameworks
- Page Object Model
- OOPs Concepts
- Java
- Analytical Skills
- Problem-Solving
- Communication Skills
- Adaptability
- Teamwork
- Time Management
- Attention to Detail
- Leadership
- Stress Management
- Ethical and Professional Behavior
- Creativity
- Critical Thinking
- Remote Technical Support
- Hardware Configuration
- Customer Support
- On-Site Technical Support
- Network Administration
- ITIL Knowledge
- Ticketing systems
- TCP/IP
- Desktop support
- Customer service expert
- Microsoft Outlook
- Service support
- Technical documents comprehension
- Laptop Servicing
- Service Level Agreements
Volunteer Experience
- CANHEIT 2024 at Dalhousie University
- Taught Yoga at ISKCON
- Taught Yoga on Internal Yoga Day organized by INCA (Indo – Canadian Association)
Personal Information
Work Status: Permanent Resident
Languages
English
Full Professional
Certification
- ISTQB
- First Aid, CPR, WHMIS
- Registered Yoga Teacher (RYT) - Yoga Alliance.
Interests
- Volunteering at community kitchens and food-related charities
- Baking
- Cooking
- Pilates
- Yoga
Timeline
Yoga Teacher
Halifax Recreation Center
09.2024 - Current
Yoga Instructor
Dalplex, Dalhousie University
09.2024 - Current
Service Desk Analyst
Service Desk Analyst
10.2023 - 10.2024
Technical Support Analyst
Royal Bank of Canada
03.2022 - Current
Quality Assurance (QA) Analyst / Automation Engineer
Virtusa Consulting Services
06.2017 - 05.2021
Master’s - InterNetworking
Dalhousie University
Bachelor of Engineering - Electronics and Communication Engineering
Anna University
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