Summary
Overview
Work History
Education
Skills
Awards
Timeline
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Amit Rana

Amit Rana

Mumbai

Summary

Results-driven Test Engineer and Tech Support Specialist with 9+ years of expertise in manual testing, customer support, and process optimization. Proven track record in designing test scenarios, resolving critical technical issues, and enhancing system efficiency. Adept at cross-functional collaboration, defect management, and creating scalable solutions—like implementing a payment workaround that benefited 2,000+ users. Recognized with multiple awards (e.g., Tester of the Year – 2023) for excellence in quality assurance and customer satisfaction. Passionate about mentoring teams, optimizing workflows, and delivering high-impact results.

Overview

13
13
years of professional experience

Work History

Test Engineer

Packt Publishing
Mumbai
08.2023 - 04.2025
  • Create comprehensive test scenarios to ensure full coverage
  • Execute functional and regression tests across multiple platforms and browsers (web and mobile), recording detailed evidence
  • Facilitated User Acceptance Testing(UAT) to ensure system alignment with business needs.
  • Raise defects/bugs with high detail and follow through with retesting
  • Collaborate with the Customer Relations team to address user-reported issues by creating Jira tickets with required details
  • Prepare and share weekly testing reports, highlighting the top 3 issues of the week
  • Act as the point of contact for the testing team in the absence of the manager, including sharing the weekly QA team report
  • Follow up with developers on critical and major issues to ensure timely resolution
  • Work effectively in an Agile/Scrum environment by participating in daily stand-ups, sprint planning, and retrospectives to ensure smooth collaboration and continuous improvement
  • Used TestCafe to execute regression tests after major releases, with GitHub used as the repository

Senior Tech Support Specialist

Packt Publishing
Mumbai
04.2020 - 07.2023
  • Diagnose and debug problems with Packt platforms using available tools
  • Collaborate with QA to triage and raise bugs effectively
  • Analyze existing processes and suggest improvements to enhance team performance
  • Monitor and analyze the effectiveness of promotions run by the CR team
  • Prepare and update various reports, including customer complaints and resolutions
  • Acted as a Bar Raiser and conducted technical interviews to ensure high hiring standards.
  • Coordinate with multiple teams to ensure timely resolution of customer queries
  • Research and reduce customer complaints by implementing preventive measures
  • Manage order cleanups and coordinate with printers to clear delayed orders
  • Document policies, guidelines, and solutions to improve operational efficiency
  • Create SOPs for repetitive issues that can be handled by L1 teams

Tech Support Specialist

Packt Publishing
Mumbai
04.2018 - 03.2020
  • Investigate and resolve customer issues related to various Packt platforms.
  • Work closely with the QA team to identify and document bugs.
  • Monitor the effectiveness of promotions and report key findings.
  • Prepare and update guidelines for CR processes to enhance customer satisfaction.
  • Process refunds and clean up stuck orders to ensure smooth order processing.
  • Coordinate with printers and teams to clear order delays
  • Resolved a critical payment issue affecting Indian customers by identifying a workaround when traditional solutions were not feasible.
  • Leveraged insights from failed transactions in Zuora to manually add subscriptions and capture payments, preventing revenue loss and improving customer satisfaction.
  • Successfully implemented a solution that is still in use by the CR team, benefiting over 2,000+ users

Customer Relation Executive

Packt Publishing
10.2015 - 03.2018
  • Provided multi-channel support (email, chat, social media) to resolve customer inquiries efficiently
  • Investigated and resolved complex customer complaints, implementing long-term solutions to prevent recurrence
  • Collaborated with authors and reviewers to address errata and technical queries
  • Developed a breakthrough solution in Sugar CRM that enabled bulk cancellation of pre-orders with one click
  • Replaced a manual, time-intensive process that previously took days to complete
  • Solution remained in use until platform migration, significantly improving team productivity
  • Created and maintained updated process guidelines to standardize CR operations
  • Identified opportunities to streamline workflows and enhance customer experience
  • Conducted classroom training sessions for new hires
  • Mentored team members on best practices and troubleshooting techniques
  • Served as a go-to resource for complex customer issues

Web Research / Data Entry Operator

Crosscheck Technology
06.2014 - 03.2015
  • Researched and compiled domain information for US-based clients (Veri-Site)
  • Identified websites selling illegal firearms, unapproved drugs, and counterfeit products
  • Analyzed and compiled weekly and monthly MIS reports

Computer Operator

Manish Estate Agency
04.2013 - 05.2014
  • Managed computer troubleshooting, OS setup, and software installations
  • Handled clerical duties, including records management and data entry

Information Retrieval Officer

Justdial Ltd.
05.2012 - 03.2013
  • Provided required information to customers using computer applications
  • Handled inbound calls and addressed product-related queries
  • Generated potential business leads to support the sales team

Education

Bachelor of Science - Information Technology

Sikkim Manipal University
Mumbai
04-2010

Skills

  • Manual testing
  • Zuora Billing Expertise
  • Jira management
  • Functional testing
  • DevTools
  • Agile/Scrum methodologies
  • Cross-functional teamwork
  • Test case writing

Awards

  • Tester of the Year – 2023
  • Star Performer of the Quarter – 2022
  • Trailblazer Award – 2022
  • CSAT Champ of the Quarter – 2020

Timeline

Test Engineer

Packt Publishing
08.2023 - 04.2025

Senior Tech Support Specialist

Packt Publishing
04.2020 - 07.2023

Tech Support Specialist

Packt Publishing
04.2018 - 03.2020

Customer Relation Executive

Packt Publishing
10.2015 - 03.2018

Web Research / Data Entry Operator

Crosscheck Technology
06.2014 - 03.2015

Computer Operator

Manish Estate Agency
04.2013 - 05.2014

Information Retrieval Officer

Justdial Ltd.
05.2012 - 03.2013

Bachelor of Science - Information Technology

Sikkim Manipal University

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Amit Rana