Heena Saxena

EUC/SD Automation Solutions architect @ Tata Consultancy Services

About

• Working on various User First tools like Nextthink, MIA Chatbot, Vayusphere, Bomgar and Self-Service Password reset (SSPR) as an administrator, part of BAU. • Working as a Cognitive chat bot developer (MIA Web UI and MS Teams). • Involved in different integrations like MIA chatbot Integration with MS Teams, WDS, Vayu sphere, Chatbot as a Widget in different portal and service now. • Performed multiple additions and changes on SSPR tool on a back of change request. • Monitoring device’s health and coordinating with different teams to fix the issues. • Creating Dashboards as per customer requirements. • Investigation creation based on the customer requirement and the history data collection. • Preparation of Monthly analysis reports, Daily checklist, and Governance PPT. • Created SOP's and variations for Use Cases/FAQ's. • Involved in Internal audits of IT, Procurement and CLA domain. • Created monthly analysis and governance report of IT, Procurement and CLA domain • Preparation of tools trackers, different reports like weekly and monthly. • Performing testing of informational and interactive use cases on Web UI and MS teams. • Involved in addition of new domains in Chabot. • Provided tools training to team and new joiners. • Provided DEMO to new domains business unit owners • Interaction with different owners for new requirements, changes, and implementation.

Country

India

City

New Delhi

Industry

Information Technology & Services

Skill

Artificial Intelligence (AI), Azure AI Foundry, Proficient in Functional Testing, GUI , Retesting and Regression Testing., Design, Development and Maintenance of Test Cases using “Test Design Techniques”, Test Execution as per the Test Execution Check list., Good understanding of Defect Tracking and Defect Life Cycle., Understanding of Priority and Severity of a Defect., Good understanding of Test Plan., Understanding of SDLC and STLC., Automation Testing Tool: QTP, Basic understanding of Object Respiratory, Basic understanding of Parameterization Academic qualifications:, Identifying Issues, Chatbot Development, EUC, IT Service Management, Process Improvement, Customer Support, Project Management

Experience

EUC/SD Automation Solutions architect

Tata Consultancy Services

2022-8 - Present · 4 yrs 2 mos

New Delhi, Delhi, India

Working as a Solution architect for SD/EUC Automation solutions

Associate Consultant

HCLTech

2019-8 - 2022-8 · 3 yrs 1 mo

Noida, Uttar Pradesh, India

EUC Tools Consultant with 9 years ‘of experience into EUC Tools Management as part of BAU, Project Management, Integration with other IT Tools, Change Management and Chatbot Development.

Engineer

Ericsson Global India Pvt. Ltd, Sec-62, Noida

2017-2 - 2019-7 · 2 yrs 6 mos

Faridabad Area, India

Analysis of Requirement Document and prepare Query Log. • Update the Traceability Matrix. • Design and Execution of the Manual Test Cases. • Perform Integration, System, Re-Testing and Regression Testing. • Defect Tracking and Defect Logging. • Prepare DSR (Daily Status Report) and WSR (Weekly Status Report). • Test Execution as per the Test Plan.

Technical Consultant

Adobe India Pvt. Ltd., Noida

2014-12 - 2017-1 · 2 yrs 2 mos

• Responsible for support and troubleshooting issues of Adobe Connect. • Identifying issues of Adobe Connect hosted server clusters, analyzing and resolving accordingly. • Analyzing Connect Meeting server logs, Add in logs, Application logs and debug logs. • Using Adobe Connect APIs to perform complex operations. • Worked on tools like Hendrix, SKMS, SCO Log explorer, Connect Content recovery tool, Reporting server SQL browser, NAS vs. APP server etc. • Coordinated with other teams as well if there product is involved with our product and glitch is due to their product so keep coordination with other team and customer appropriately. • Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints. • Interacting with customers, understanding the Connect issues and troubleshooting accordingly. • Finding and checking the location, status and other details of an object through SQL queries from Adobe Connect Database using Reporting server SQL browser. • Understanding the Adobe Connect Workflow to determine issues in on premise environment. • Providing User account extension and update. • Queue Management. • Use the SAP CRM to document and manage problems and work requests and their respective resolutions. • Resolving Connect compatibility issues. • Worked on Windows 7, 8, 8.1, Windows server 2008, MAC OS version 9, 10. • Forwarding issues/escalations to next level of support for further resolution. • Analyzing the product, finding and logging Bugs.

Quality Analyst

SMS

2013-11 - 2014-11 · 1 yr 1 mo

Provides technical support via telephone, email and live chat. Handling International calls with clients to resolve their technical queries and enquiries regarding the product and services. Follow standard processes and procedures. Gather customer’s information and determine the issue by evaluating and analyzing the symptoms. Redirect problems to appropriate resource. Accurately process and record all call transactions. Follow up and make scheduled call backs to customers. Stay current with system information, changes and updates. Regular Call backs to be done. Each Call must be recorded Report Maintenance of each escalation. Delivery of all the reports to Team Lead. Participation in call and voice training sessions.

Quality Analyst

OSS Pvt Ltd

2012-7 - 2013-8 · 1 yr 2 mos

Faridabad Area, India

Provides technical support via telephone, email and live chat. Interact with customers to provide information in response to enquiries, concerns, and requests about products and services. Follow standard processes and procedures. Gather customer’s information and determine the issue by evaluating and analyzing the symptoms. Redirect problems to appropriate resource. Accurately process and record all call transactions. Follow up and make scheduled call backs to customers. Stay current with system information, changes and updates Regular Call backs to be done. Each Call must be recorded Report Maintenance of each escalation. Prepare DSR (Daily Status Report) and WSR (Weekly Status Report).