Anushiya Kesavan
Cheras, Selangor
Summary
IT SPECIALIST 2, CLIENT ENGINEERING
Results-driven QA Specialist with four years of experience in manual and automated testing across software and hardware platforms. Proven track record in executing detailed test plans, analyzing results, and delivering high-quality validation reports. Additionally, having four years of customer service experience, I excel at solving complex problems and optimizing test processes. Managing SLAs and train the team members. With 8 years of total experience in IT industry, currently open to shift career paths and career advancement to leverage my skills in driving impactful results and contributing to innovative teams
Overview
7
7
years of professional experience
1
1
Certification
Work History
Software Engineer 2
Dell Technologies
04.2021 - Current
- Engagement Lead: Led the validation junior members in collaborating with stakeholders, and making key decisions to guide processes, estimate, prioritize, plan, and coordinate quality testing activities
- Developed and maintained comprehensive validation plans, protocols, and reports, ensuring 100% compliance with regulatory requirements
- UXR Documentation Enhancements: Spearheaded improvements, ensuring user-focused and accurate validation documentation, ensuring clarity and alignment with testing protocols
- Reviewer Board: Reviewing team members' reports for quality and accuracy before submission
- Investigated, analysed, and documented discrepancies, reducing production errors
- Collaborated with vendors and cross-functional teams to meet validation requirements, improving product reliability, ensuring that they meet the highest standards of performance, and user experience
- Conducted user-based software and hardware validation, leading to error-free product launches
- Experienced in Mobile Testing (Android & IOS), Azure DevOps, and others
- Trained juniors and new joiners on validation processes and procedures, to enhance their skills and performance resulting improvements in team productivity
- Worked on projects to enhance the Lab and Dell ecosystem for the Stakeholders testing
- Worked closely with QA automation engineers to integrate automated test cases into the Continuous Integration/Continuous Deployment (CI/CD) pipeline, improving build quality
- Provided detailed test reports and data-driven insights to stakeholders, driving product improvement and future development
- Received recognition for improving the quality of testing processes, leading to higher customer satisfaction and reduced post-release issues
- Attended leadership workshops and various training to further develop professional skills
Technical Support Executive
Fujifilm Malaysia
12.2019 - 03.2021
- Provided First Call Resolution (FCR) for printer hardware issues, achieving 90% issue resolution on the first contact
- Utilized troubleshooting techniques to identify and resolve customer problems
- Trained over hundreds of end-users on printers, increasing customer satisfaction
- Handled high-volume inbound and outbound calls
- Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded
- Led customer training sessions on the use of software applications
IT Helpdesk Engineer
Great Eastern
12.2018 - 11.2019
- Provided technical support within Service Level Agreements (SLAs), resolving complex software and hardware issues with a 98% success rate
- Troubleshot and dispatched incidents to appropriate support groups, ensuring smooth resolution processes and timely case closures
- Installed and configured desktop/laptop hardware and peripherals, improving system performance and efficiency
- Diagnosed and resolved hardware, software, and network-related issues in a timely manner
IT Remote Desktop Engineer
Fujitsu
05.2018 - 10.2018
- Managed and resolved customer technical inquiries through phone, email, and online channels, achieving a 95% resolution rate for incoming requests
- Applied strong analytical skills to identify root causes of technical issues and provide effective solutions
- Contributed to improving customer service and support processes by collaborating with other team members
Education
Diploma - Computer Science
University Tenaga Nasional
09-2016
Skills
- Operational support, Reporting & Review reports
- Team leadership & Collaboration
- Decision-making & Being Firm
- Communication Skills
- Problem Solving
- Customer-Centric Approach & Customer service
- Critical Thinking
- Software Development Lifecycle (SDLC)
- Performance Testing
- Mobile Testing
- Microsoft Intune, Azure, SCCM, VMWare, WorkspaceOne
- SSO, JIRA
- Microsoft Office 365, Exchange
- Power Automate
- Software & Project documentation
- Troubleshooting and resolution
- Technical data analysis & support
- New employee mentoring
- Hardware and software installation
Languages
English
Bahasa Malaysia
Tamil
Certification
- Certified Tester Foundation Level (CTFL) v4.0, 2024
- Empowering Diverse Leaders Certified, 2024
- SY0-601: CompTIA Security+, 2023
- PL-300: Microsoft Power BI Data Analyst, 2023
- VMware Workspace ONE: Skills for UEM [V21.x]
- Microsoft Power Apps for End Users (MS55265)
- Systrack Engineer Certification
- Managing Windows 11 Devices with Intune and Autopilot
- CERTIFIED TESTER (CTFL)
Volunteers
- CSR Activities
- UXR Documentation Enhancements
- Validation Documentations
- Reviewer Board: Assist to review team member's reports before sending out
Timeline
Software Engineer 2
Dell Technologies
04.2021 - Current
Technical Support Executive
Fujifilm Malaysia
12.2019 - 03.2021
IT Helpdesk Engineer
Great Eastern
12.2018 - 11.2019
IT Remote Desktop Engineer
Fujitsu
05.2018 - 10.2018
Diploma - Computer Science
University Tenaga Nasional
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