Vidheesha Balasada
Melbourne
Summary
Results-driven Senior Technical Support Professional with 7+ years in IT operations and production support. Skilled in leading teams, managing incident lifecycles through JIRA, and collaborating with engineering teams to enhance system stability. Demonstrated success in delivering technical solutions and maintaining comprehensive documentation in Agile environments.
Overview
9
9
years of professional experience
Work History
Senior Test Engineer
Qualitest
06.2021 - 08.2025
- Sagesure web application is a platform enabling insurance agents and policyholders to quote, bind, service, and track claims.
- Led QA for 3-4 weekly deployments, creating test suites, writing test cases, and executing tests in TestRail to ensure quality and reliability.
- Conducted the production smoke test of deployments and validated user stories in production.
- Led production support team, conducting client demo presentations, addressing team issues, facilitating huddle calls, and preparing daily EOD reports.
- Mentored junior engineers in testing methodologies and best practices.
- Collaborated with other teams such as product management, engineering and customer support in order to provide timely solutions for reported problems.
- Trained new team members on software applications and customer service best practices.
- Conducted root cause analysis of incidents reported by users and automated monitoring tools to identify and resolve underlying issues.
- Provided technical assistance to customers, colleagues and managers on a variety of IT-related issues.
Test Engineer
Tech Mahindra
02.2017 - 06.2021
- RPLID (Retail Private Label Integrated Desktop) is a window-based application for which user acceptance testing was performed.
- Worked on the Application Lifecycle Management tool for test script writing, requirements mapping, test execution, and defect analysis.
- Tested functionalities including credit line increase, card requests, travel suppression, address changes, and generated periodic reports for team lead review.
- Co-led vertical efforts by scheduling demo calls, collaborating with scrum master, providing story points during backlog grooming, facilitating daily huddles, and offering insights in sprint planning and retrospective meetings.
- Handled password resets, software updates and issues promptly, escalating critical problems to appropriate resources.
- Responded to phone and email questions and concerns, resolving many issues daily.
- Provided technical support to users via phone and email channels.
- Supported users in installing and configuring company software solutions to ensure smooth onboarding and operational efficiency.
Education
Bachelor of Technology - Computer science and Engineering
Sri Venkateswara College of Engineering
Tirupathi, India06-2016
Skills
- Test case execution
- Test case development
- Test strategy development
- Test planning
- Functional testing
- Regression testing
- API testing
- Web application testing
- Requirements analysis
- Defect tracking
- JIRA proficiency
- Continuous integration
- Quality Assurance management
- Agile environments
- Sprint participation
- Team leadership
- Stakeholder communication
- Cloud infrastructure
- Technical troubleshooting
- Software configuration
- Incident management
- Software installation
- System troubleshooting
- Performance enhancement
- Problem solving
- Cross-team collaboration
- Adaptability
- Effective communication
Tools And Certifications
JIRA, ServiceNow, Microsoft Azure, Windows server, Remote Desktop, ALM, Confluence, TestRail, API postman
Roles And Responsibilities
- Active team member of UAT team and performed Smoke, Sanity, Exploratory testing, System Impacted Analysis testing, Regression testing, Functional testing, User acceptance testing, End to end testing and API testing.
- Always in contact with End users, Product owners, Developers, Clients, Scrum master, customers and Customer support team to figure out the common issues from users.
- Creates Web application test cases after Sprint planning call & merged those new test cases in related functionality test suites.
- Prepared test execution suites for every release and assign those test runs to other QA and performed test case execution.
- Actively participated in all the scrum calls with clients, Product owners, Business analysts, and Development team to understand the Requirements and specifications regarding the status of the project on daily basis and good teammate with excellent written and verbal communication.
- Creating reports for every sprint, release and shared with all team members, other vertical leads, Managers, Product owners and clients.
- Executing scripts and raising defects if any and tracking it till closure.
- Point of contact for Hotfix and Production validations for user stories.
- Key member in assigning the tasks to the team and provide status update in daily stand-up and huddle calls.
- Involved in providing Knowledge Transfer sessions to the new team members.
- Have expertise in preparing team's Monthly Management Reports/Timesheet Reports and EOD email.
Accomplishments
- Received appreciation from project clients and the HighQ award from Qualitest management for my excellent abilities demonstrated in planning and delivery of production product defects.
- Received the 'Bravo award' twice and the 'Pat on the Back award' once for performance excellence in the CITI project from Tech Mahindra.
- Received appreciation from CITI Bank clients for the excellent work in the Online Support vertical.
Timeline
Senior Test Engineer
Qualitest
06.2021 - 08.2025
Test Engineer
Tech Mahindra
02.2017 - 06.2021
Bachelor of Technology - Computer science and Engineering
Sri Venkateswara College of Engineering