Saikat Dey

Responsibilities include: End to End testing of releases(Build, BAU and Bug-Fix) in JIRA and change tickets in ServiceNow, Managed and handled 360+ releases in a quarter to ensure smooth deployment of releases in production.

• Interact closely with the development and functional team to articulate problems found and also unblock if there are any blockers for testing
• Performing API testing using REST/SOUP UI
• Create and monitor bi-weekly targets for each team member
• Performed regression, exploratory and negative tests.
• Conducted regular audits of internal processes, identifying opportunities to enhance overall product quality and consistency.
• Developed customized training materials for new hires, promoting rapid onboarding without compromising attention to detail or adherence to quality guidelines.
• Estimated work requirements and labor hours for sprint planning.
• Communicated between product owners and developers to clarify features.
• Generate Monthly reports on QC/QA metrics to share with the Stakeholders

Enhanced call quality of a team of 25+ technicians by conducting thorough monitoring and analysis of agent interactions, guided them on verbiages and coached them on empathy statements for better relationship with Gold partners(White glove clients).

• Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
• Streamlined processes for call evaluation, increasing efficiency and accuracy of assessments.
• Maintained accurate records of agent performance evaluations, ensuring timely access to relevant information for coaching purposes.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Performed regression tests on updated firmware versions, validating previous functionality remained intact after software updates were implemented.

• Tested the compatibility of Intel processors, desktop motherboards and NUC. Worked on closed to 30 service tickets a day.
• Conducted stress tests on new designs, confirming durability under challenging conditions prior to market release.
• Cross checked and ensured the accuracy of details provided in Intel Ark product wise.
• Shipped faulty PCs to our Intel test lab and worked on live complaints/escalations registered by elite customers (Gamers, Scientists etc.) on Social Media platforms in order to isolate the issues within Intel products or the OEM products used by the customers
• Took continuous feedback from elite customers on the processor frequencies that mismatches with the website and escalated it to the higher level to take corrective measures
• Improved hardware reliability by conducting thorough testing and analysis on various products.