Roneel Deo
Auckland,AUK
Summary
Functional Quality Assurance Specialist and Service Desk Analyst with a robust background in enhancing QA process efficiency, ensuring product quality compliance, and managing incidents effectively. Proven ability to develop and implement quality assurance processes, collaborate with cross-functional teams, and maintain regulatory standards. Adept at performing manual and automated testing, documenting defects, and providing actionable feedback to development teams. Highly skilled in providing technical assistance, troubleshooting, and resolving customer issues promptly, ensuring high levels of customer satisfaction. Expertise includes developing test plans, utilizing bug tracking systems, conducting software compatibility tests, and engaging with stakeholders to define system requirements and user acceptance criteria. Demonstrated ability in incident management, providing technical support for operating systems and other products, guiding customers through problem-solving processes, and escalating issues when necessary. Committed to continuous improvement, staying current with system updates, training new team members, and ensuring reliable and user-friendly products and services.
Overview
17
17
years of professional experience
Work History
Quality Assurance Specialist
Air New Zealand
04.2023 - Current
- Assisted in developing strategies for improving efficiency of overall QA process.
- Collaborated with cross-functional teams to ensure product quality and compliance with regulatory standards.
- Documented all test results including, defects, discrepancies and issues reported during testing cycle.
- Coordinated quality analyses driving accurate results, timely completion, and proper responses and notification.
- Developed, implemented and maintained quality assurance processes to ensure product reliability.
- Collaborated with stakeholders to define system requirements, test plans and user acceptance criteria.
- Performed manual tests on web-based applications to verify functionality and usability.
- Designed test plans, scenarios, scripts, and procedures.
- Used bug tracking system and report defects to software developers.
- Monitored bug resolution efforts and track successes.
- Installed, maintained, and used software testing programs.
- Identified, analyzed and documented problems with program function, output, online screen, and content.
- Provided feedback and recommendations to developers on software usability and functionality.
- Conducted software compatibility tests with programs, hardware, operating systems, and network environments.
Service Desk Analyst 24x7
Air New Zealand
11.2015 - 04.2023
- Assisted in Incident management
- Leasing with internal and external stakeholders
- Provide technical assistance and support for incoming queries and issues related to Operating systems and other products and systems and network related issue.
- Walk customers through problem-solving process when required
- Ensure all queries are acknowledged and customers are kept informed of progress
- Respond to customer support items within agreed timeframes
- Provide updates to key stakeholders on support tasks and estimated completion times
- Escalate issues as required to Senior Technical Support, Systems Engineer, Configuration analysts or Development
- Provide on-call and rostered support as required
- Track support issues and provide information for reporting as required
- Assist with writing documentation as required
- Stay current with system information changes and updates
- Help and train new member of the team
- Create KB articles.
- Provided technical support to customers via phone, email and remote tools.
- Escalated unresolved issues to next level of support with strong corroborating documentation.
- Monitored help desk requests through service now ticketing system.
- Provided remote and onsite troubleshooting of hardware and software issues, resolving problems quickly and efficiently.
Customer Services
Cash Converters
09.2007 - 08.2015
- Duties involve sales of goods & equipment, also loan money on goods, personal loans
- Help solve Customer problems on goods, loans, repairing phones, laptops with software issues
- Serving customers
- Giving loans
- Buying of goods
- General Duties.
Contract Field Service Analyst
Air New Zealand
08.2013 - 12.2013
- Assist in the process to create and implement new workstations
- Upgrade existing workstations to Windows 7
- Removal of old equipment the setting up of new
- Test hardware & apps are performed as expected
- Ensure appropriate SLA response to all support issues for these workstations
- Receive enquiries and requests for support from internal customers and prioritise these requests in accordance with agreed SLA's and the needs of the organisation
- Troubleshoot Wi-Fi/LAN connectivity issues
- Ensure Incident Management procedures are followed, ensure incidents/requests are followed up and closed correctly, keep the client informed of progress, and manage customer expectations
- Investigate problems and other requests for support and determines appropriate action to take
- Perform troubleshooting and grey area diagnosis for all issues using the documentation resources and tools available attempting to resolve user issues at a 1st / 2nd level before escalating / assigning to other 3rd level support teams
- Perform software administration tasks for various applications (Install/Uninstall or repair applications)
- Proactively escalate trends identified through 1st & 2nd level issue management
- Assist with educating the user community in IT policy and security
- Build good working relationships with other internal support groups and support vendors
- Managing difficult customers with unreasonable expectations in a professional manner.
Education
Micro Credentials Cyber Forensics And Security - Information Technology
University of Auckland
Auckland, NZ09.2022
Bachelor of Information Systems (Networks) - Information Technology
Manukau Institute of Technology
Auckland, AUK11.2013
Diploma Information Communication Technology - Information Technology
Manukau Institute of Technology
Auckland, AUK11.2010
Skills
- Systems
- Ability to prioritize
- Ability to work under pressure
- Great listener
- Good Communication skills
- Good Troubleshooting skills
- Ability to work independently and with teams
- Troubleshooting hardware and software problems
- Ability to zero down the problem
- Liaising with internal and external vendors
- Building new relationships with clients and internal and external vendors
- Willingness to learn
- Flexibility
- Being able to self-manage
- Fast learner
- Windows 7, 10, 11
- Service Now
- Microsoft Azure
- Microsoft Office
- Microsoft Exchange
- Linux Ubuntu Desktop
- Detail Oriented
- Quality Assurance
- Problem-solving skills
- Analytical Thinking
- Decision-Making
- Team Collaboration
- Customer Service
- Quality improvements
- Data Analysis
- Quality Management Systems
- Sound decision-making abilities
- Team Leadership
- Documentation And Reporting
- Risk Management
- Agile Methodology
- Customer Focus
- Testing processes
- Functional Testing
- Application testing
- Manual Testing
- Test Planning
- Test Cases
References
DAVE MCINTYRE - Principal Software Engineer And Product Owner, Air New Zealand - Squad Product Owner
Dave.McIntyre@airnz.co.nz
NACA NABUNOBUNO - Quality Assurance Chapter Lead, Air New Zealand - Manager
Naca.Nabunobuno@airnz.co.nz
NICANOR BASABAS - Quality Assurance Specialist, Air New Zealand - Quality Assurance Colleague
Nicanor.Basabas@airnz.co.nz
SANTIAGO ALMIRON - Quality Assurance Chapter Lead, Air New Zealand - Chapter Lead
Santiago.Almiron@airnz.co.nz
Timeline
Quality Assurance Specialist
Air New Zealand
04.2023 - Current
Service Desk Analyst 24x7
Air New Zealand
11.2015 - 04.2023
Contract Field Service Analyst
Air New Zealand
08.2013 - 12.2013
Customer Services
Cash Converters
09.2007 - 08.2015
Micro Credentials Cyber Forensics And Security - Information Technology
University of Auckland
Bachelor of Information Systems (Networks) - Information Technology
Manukau Institute of Technology
Diploma Information Communication Technology - Information Technology
Manukau Institute of Technology
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