SUSHMA SREENATH KASHYAP
Henderson,AUK
Summary
Customer-focused professional with experience in both front-line service and technical testing environments. Skilled in troubleshooting, system testing, and providing clear guidance to non-technical users. Adept at documenting issues, collaborating with technical teams, and ensuring timely resolution of problems. Combines strong communication skills from customer service roles with analytical abilities from software testing, making an ideal fit for a Service Desk Analyst position, supporting New Zealand’s education sector.
Overview
4
4
years of professional experience
Work History
Software Test Analyst
Tech Mahindra(One NZ)
09.2021 - 11.2023
- Supported the integration of new features into existing systems through rigorous regression testing efforts.
- Logged defects in Jira, reproduced issues, and retested fixes
- Increased customer satisfaction by identifying critical bugs before release, preventing costly post-launch fixes.
- Facilitated smooth product releases by collaborating closely with developers to resolve issues promptly.
- Improved software quality by developing and executing comprehensive test plans and test cases.
- Improved software quality by meticulously executing manual test cases and identifying defects.
- Maintained accurate documentation of all discovered bugs, ensuring efficient tracking and resolution throughout the development lifecycle.
- Streamlined communication between QA and development teams, implementing a standardized bug reporting process that expedited issue resolution.
Sandwich Artist
SUBWAY®Restaurants
12.2019 - 08.2021
- Delivered high-quality customer support to a diverse customer base.
- Resolved service issues quickly, often in high-pressure situations.
- Trained new team members on processes, service standards, and safety compliance.
- Managed inventory levels by restocking ingredients and supplies as needed.
- Collaborated with team members to ensure efficient order fulfillment during peak hours.
Education
Post-Graduate Certificate - Computer And Information Systems
UNITEC Institute of Technology
Auckland07.2019
Bachelor Of Information Technology - Computer And Information Sciences
Sapthagiri College of Engineering
India 07.2014
Skills
- Customer Service & Relationship Management
- Technical Troubleshooting & Defect Tracking
- Manual Testing (Test Case Design & Execution)
- Incident logging and documentation
- Collaboration with Technical & Non-Technical Teams
- Strong Verbal & Written Communication
- Time Management & SLA Awareness
- Adaptability to New Platforms (ITSM, ESL, EdPay, TWA)
References
Will provide references upon request. Thanks
Additional Information
- Quick learner with ability to transfer testing and troubleshooting skills to service desk functions.
- Ready to undergo training for Ministry of Education systems (ESL, EdPay, TWA).
Timeline
Software Test Analyst
Tech Mahindra(One NZ)
09.2021 - 11.2023
Sandwich Artist
SUBWAY®Restaurants
12.2019 - 08.2021
Post-Graduate Certificate - Computer And Information Systems
UNITEC Institute of Technology
Bachelor Of Information Technology - Computer And Information Sciences
Sapthagiri College of Engineering
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