Manohar Veerannaiah
Auckland,AUK
Summary
A highly motivated and detail-oriented professional with over 10 years of experience in technical support and a proven track record in User Acceptance Testing (UAT), seeking to transition into a Software Testing Analyst role. Leverages hands-on experience in testing mission-critical applications like Salesforce CRM and Bhoomi, with proficiency in logging defects via Azure DevOps. Combines a strong user-focused perspective from supporting global customers with a passion for quality assurance, currently enhancing skills in manual and automation testing methodologies to ensure software excellence and prevent defects before release.
Overview
15
15
years of professional experience
Work History
Senior Technical Support Engineer With UAT Respons
Dell International Services Pvt. Ltd.
, Bangalore, India
07.2014 - 07.2025
- Conducted User Acceptance Testing (UAT) for major application migrations (Salesforce CRM, Bhoomi), executing test cases, and validating functionality against business requirements.
- Identified, documented, and tracked defects using Azure DevOps (ADO), creating detailed bug reports to facilitate clear communication with development teams.
- Performed root cause analysis on complex software and hardware issues to determine core problems and enact effective corrections.
- Analyzed user-reported issues and trend data from a global customer base to identify potential software flaws, usability gaps, and areas for quality improvement.
- Advised senior leadership on process improvements that increased support quality and reduced ticket resolution time by [mention a metric if you have one, e.g., 15%].
- Researched and implemented new troubleshooting methodologies to shorten remediation times and improve the efficiency of the support lifecycle.
- Suggested software and hardware modifications based on trend analysis, leading to enhanced system performance, and reduced user-reported issues.
- Served as the primary point of contact for technical support, effectively communicating complex technical information to non-technical users, and project updates to stakeholders.
- Maintained meticulous records in the customer support database, ensuring accurate tracking of issues and resolutions.
- Collaborated with team members to share details of discovered issues and recurrent problems, promoting knowledge sharing, and proactive solution development.
Senior Technical Support Executive
Infinite Computer Solutions Pvt ltd
, Bangalore, India
11.2013 - 04.2014
- Extended analysis to assist the technology team's efforts to escalate and resolve issues.
- Oversaw troubleshooting, technical issue resolution, and consulting services to upgrade technology infrastructure.
- Tracked KPIs and created continuous improvement plans.
- Analyzed and developed service goals for the inbound call center.
- Cultivated procedures and standards for system monitoring, investigation, and maintenance.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Administrator
Microland Pvt ltd
, Bangalore, India
09.2010 - 10.2013
- Maintained personnel records and updated internal databases to support document management.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Troubleshot employee concerns and recommended corrective actions to resolve issues.
- Supported users in the setup and configuration of wireless bridge networks.
- Managed and administered home networks, routing, and shaping traffic to reduce service interruptions and network strain.
Education
Bachelor of Engineering - Computer Science
Kalpataru Institute of Technology (affiliated To )
Tiptur, Karnataka, India06-2010
Skills
- Manual testing
- Functional testing
- Regression testing
- User Acceptance Testing (UAT)
- SQL
- Worked on the tool Azure DevOps (ADO)
- Java (learning)
- Selenium (learning)
- Automation testing concepts (learning)
- Computer technical support for consumer and commercial products
Affiliations
- Software Testing Self-Study: Independently studying core manual testing principles including test case design, SDLC, STLC, and defect lifecycle management.
- Automation Testing Initiative: Actively learning the fundamentals of automation testing tools and frameworks (e.g., Selenium) through online courses and practical exercises.
- Mentorship: Member of my family who is working as Software test lead is providing training on software testing to stay updated on industry best practices and trends.
Languages
English
Professional
Hindi
Professional
Kannada
Native/ Bilingual
Accomplishments
- Process Improvement Champion: Proposed a modification to the troubleshooting workflow that was adopted by the team, resulting in major reduction in average ticket resolution time.
- Knowledge Base Contributor: Created and updated number of critical articles in the company knowledge base, improving information accuracy and enabling faster resolution for the entire team.
- Subject Matter Expert (SME): Designated as the go-to expert for [e.g., Salesforce CRM issues, Bhoomi application, or India, ANZ region technical problems], providing tier-2 support and mentoring junior colleagues.
- UAT Project Selection: Chosen from a large pool of support personnel to participate in the critical User Acceptance Testing (UAT) phases for the Salesforce CRM and Bhoomi application migrations due to demonstrated analytical skills and attention to detail.
Timeline
Senior Technical Support Engineer With UAT Respons
Dell International Services Pvt. Ltd.
07.2014 - 07.2025
Senior Technical Support Executive
Infinite Computer Solutions Pvt ltd
11.2013 - 04.2014
Administrator
Microland Pvt ltd
09.2010 - 10.2013
Bachelor of Engineering - Computer Science
Kalpataru Institute of Technology (affiliated To )
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