Nazima Kamal
Application Support Lead at CommunityForce- Claim this Profile
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Topline Score
Bio
Credentials
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SAFe Advanced Scrum Master
Scaled Agile, Inc.Sep, 2019- Oct, 2024 -
CompTIA Security+ ce Certification
CompTIAJul, 2021- Oct, 2024
Experience
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CommunityForce
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United States
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Software Development
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1 - 100 Employee
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Application Support Lead
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Jul 2019 - Present
• Manage and document service desk queue for tickets and escalations, taking ownership to ensure proper resolution.• Ensure there is a process to address technical Support Requests during all company hours.• Provide clear and concise documentation that empowers end-users to self-resolve common issues.• Ensure Support Requests are handled efficiently to resolution and that details within are sufficient to meet the objective of searching the system to resolve similar issues in the future• New client onboarding and existing client training to ensure retention and customersatisfaction.• Part of Change Board to analyze and prioritize enhancements to the system.
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Business/Quality Analyst
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Aug 2017 - Jun 2019
FAMS (Forms and Access Management Service) • Worked directly with Product Owner (PO) and various stakeholders throughout the entire life cycle of project to define, design, and implement business process-based solutions.• Facilitated requirements gathering, Joint Application Design (JAD) sessions, capturing client requirements and feedback.• Authored requirements artifacts including user stories, acceptance criteria, functional analysis documents, software requirements documentation, and user guides.• Created data flow diagrams, wireframes and prototypes based off user stories that meet business rules and user objectives. • Drafted preliminary design specifications (mock-ups, site maps).• Created and spearheaded the Quality Assurance Team to create Test Plans, Test Cases and Test Scripts based on business requirements and use cases.• Lead a team of 3 testers to perform Functional testing, Regression testing, Integration testing, Database (SQL) testing.• Performed data accuracy, data validation, and data integrity testing by querying the database using SQL queries to verify the data in the server.• Worked with Performance testing team to validate scenarios for creating test scripts.• Facilitated the UAT process, creating test cases with traceability between the requirements, conducting the testing, and working with the business to receive the approval.• Worked with the appropriate production support team members to troubleshoot issues and/or operational questions.• Work directly with developers to translate functional requirements into application modules. • Participated in sprint demonstrations during Scrum meetings (daily stand-ups, sprint planning, review, retrospectives).• Experienced in using defect reporting tools like Service Now, JIRA, and WRIKE to report and track issues/bugs.• Responsible for liaison with business groups, development team, implementation and training team.
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Business Analyst
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Sep 2016 - Jul 2017
AFLSE• Gather requirements from stakeholders to create system modules.• Authored requirements artifacts including user stories, acceptance criteria, and user guides.• Created data flow diagrams based on user stories that meet business rules and user objectives. • Created Test Plans, Test Cases, and Test Scripts based on business requirements and use cases.• Performed Functional testing, Regression testing, Integration testing.• Facilitated the UAT process conducting the testing and working with the business to receive the approval.• Work directly with developers to correct bugs. • Used WRIKE and ServiceNow to report bugs and take them to completion.• Create user manuals and training materials to be used by trainers to train staff• Participated in sprint demonstrations during Scrum meetings (daily stand-ups, sprint planning, review, retrospectives).• Participated in the evaluation and feasibility analysis of tools like Assess, Verint, Question Mark, Qualtrics.• Responsible for liaison with business groups, development team, implementation and training team and software vendors.
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Quality Analyst
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Sep 2014 - Aug 2016
CF Scholars and Grants United • Created Test Plans, Test Cases, and Test Scripts.• Performed Functional testing, Positive/Negative Testing, Regression testing, Integration testing.• Generated reports and documented and communicated test results on daily bases • Analyzed different test scenarios and created test cases accordingly. • Analyzed and documented business requirements, software requirements, and user requirement documents to create test cases for manual testing. • Communicated with developers through all phases of testing to prioritize bug resolution. • Reported defects by reviewing the results of all tests and reporting anomalies into the defect tracking database.• Reviewed and tested User guides/Training Manuals.• Used WRIKE and SERVICE NOW to report bugs.• Worked as Cross Functional Team member and took extra responsibilities as need by a project.
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Education
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Osmania University,India
Bachelor of Science
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