Asmita Gautam

Client Support & QA Specialist with 4+ years of experience across financial systems, enterprise applications, and software quality assurance. Proven expertise in Tier 1 and Tier 2 client support, incident management, issue reproduction in test environments, and cross-functional resolution of complex technical issues. Strong background in QA testing, UAT, regression, API validation, defect lifecycle management, and production release support.

Experienced in supporting mission-critical systems, documenting solutions, improving support workflows, and enhancing QA processes. Adept at working in Agile environments, focused on efficiency, quality, and continuous process improvement, and delivering high-quality client service with a strong customer-first mindset.

Desktop Support Specialist at Sofina Foods Inc. (2023-11 – Present)

• Deliver Tier 1 and Tier 2 technical support for enterprise users through structured troubleshooting, issue reproduction, and resolution workflows.
• Manage high-volume service requests, incidents, and escalations while maintaining accurate documentation and asset records.
• Support business-critical applications including ERP, Citrix, AS400, MS O365, VPN, and Teams, ensuring maximum system uptime.
• Administer identity, access control, and permissions using Active Directory, Azure, and Intune.
• Act as a liaison between users, infrastructure teams, and application teams to resolve complex issues.
• Document solutions, standard operating procedures, and system configurations to improve operational efficiency.
• Provide end-user guidance, onboarding support, and application training in a support capacity.
• Contribute to continuous improvement initiatives to enhance service quality and user experience.

Software Engineer (Team Lead) at Seva Development Pvt. Ltd (2021-04 – 2021-12)

• Led QA activities for a large-scale travel platform web application.
• Designed and executed functional, regression, and UAT test cases aligned with business workflows.
• Reproduced production issues in test environments to support faster defect resolution.
• Managed defect lifecycle using Jira with clear reproduction steps and impact analysis.
• Collaborated with developers, BAs, and product teams to clarify requirements and resolve issues.
• Participated in Agile ceremonies and release planning cycles.
• Introduced automation concepts using Gauge/Taiko for regression efficiency.

Quality Assurance Engineer (Lead) at Prabhu Technology Pvt. Ltd (2019-09 – 2021-03)

• Verified payment processing, transaction functionality, and data accuracy for PrabhuPAY mobile and web platforms.
• Validated financial transactions, user workflows, calculations, and system data integrity in testing and production-like environments.
• Executed UAT, regression, functional, and edge-case testing across Android, iOS, and web platforms.
• Performed API testing using Postman and Swagger to validate backend transaction services.
• Created structured test plans, test cases, execution logs, and defect documentation with clear reproduction steps.
• Supported production releases through validation testing and live-environment verification.

Project Management & QA / SCRUM Master at Rooster Logic Pvt. Ltd (2018-04 – 2019-09)

• Delivered QA testing across functional, workflow, and UAT stages.
• Developed test strategies, documentation, and requirements traceability matrices.
• Facilitated Agile ceremonies and cross-team coordination.
• Supported product releases through quality governance and SDLC alignment.

Advanced Project Management and Strategic Leadership in Project Management and Leadership – Lambton College (2022-01 – 2023-08)

BSc. CSIT in Computer Science and Information Technology – St. Xaviers College (2014-10 – 2018-11)