Luisa Fernanda Molano

With nearly a decade of immersion in the IT sector, I've played integral roles across diverse support teams, development projects, and integration initiatives. My forte lies in meticulous analysis and attention to detail, enabling me to grasp the essence of each requirement, meticulously document procedures, and strategize tests to unearth any glitches or inefficiencies in the developmental phase. This unwavering commitment to quality assurance ensures impeccable deliverables for every client.

I thrive in dynamic environments, readily embracing change and relishing the opportunity to delve into emerging technologies and processes. I bring a wealth of experience collaborating with clients worldwide, adeptly navigating the integration of technical transformations and upgrades. My ultimate aim is to contribute to a collaborative team environment where I can put my skills to the test, showcasing the efficacy of my rigorous quality control processes through the consistent delivery of flawlessly executed development products.

Business Analyst - Corporativo FRAGUA S.A.B. de C.V.

(2023-10)

• Manage the functional and non-functional requirements of business units
• Collaborate with stakeholders from different areas, documenting and understanding their issues, processes, and needs
• Analyze agreed-upon requirements using methodologies based on business information
• Design functional solution proposals, with input from IT specialists to deliver the analysis and design of the solution
• Validate compliance of requirements with functionalities in the solution delivery systems.

Technical Business Analyst - QA/Test Analyst - IBM

(2020-02 - 2023-12)

Responsible for analyzing and testing changes or technical problems for SDLC projects

• Identified the changes planned to be implemented in the sprint to maintain and improve the state of applications and thus implement them effectively without affecting production.
• Documented and tested new requirements related to internal applications and support issues in multiple environments, solving errors assertively, and meeting the objectives of each sprint.
• Advised part of the technical team, teaching Salesforce features and functionalities so they were able to complement their development activities.
• Tested and confirmed changes during each sprint were correct, working on RCA in case to find errors and thus avoid them in future implementations.
• Created test scenarios, run them manually and automated using SoapUI, Postman and Swagger.
• Actively participated in Agile processes such as Sprint Planning, Daily Scrums, Sprint Reviews, Sprint Demos and Sprint retrospectives allowing effective communication and quality successful results in the implementations every sprint

Help Desk Associate - NTT DATA Services

(2020-01 - 2020-02)

Assistance to US hospital employees with technical problems

• Responded to technical requests guided by the service agreements established by the client via phone, web, chat. Allowing me to be in the top performer service agents within the team.

Helpdesk and QA Analyst - Cognizant

(2017-09 - 2018-09)

Technical support to L1, L2 to employees of an important food industry in the country, lead quality of interactions between service agents and users.

• Kept updated my assignments and that allowed me to be the leader of the department of quality, monitoring and reporting the level of support of the agents of my team

Service Desk Analyst - Cognizant

(2016-04 - 2017-09)

• Create articles for the internal use of the agents, in order to have a knowledge base and avoid wrong answers or solutions with our customer
• Performed quality control on hundreds of calls and online interactions in Spanish with users from LATAM, Spain and Portugal, reported metrics to account managers

Business Analyst Jr - Cognizant

(2015-05 - 2016-04)

• Requirement Elicitation phase participating on grooming sessions (Product and Sprint planning)
• Requirement analysis for the sprint, clarify queries/gaps
• Suitable acceptance criteria documentation
• Testing phase, review test cases and scenarios to ensure sufficient coverage
• Functionality testing for delivered story and act as a quality gate-ad-hoc
• Preparation of testing release notes
• Responsible for user case testing and sign off
• Participation in the testing and acceptance phase of the final product

Google Adwords Customer Service - Cognizant

(2014-08 - 2014-10)

Customer service for Latin-American advertisers supporting online advertising campaigns with Adwords, and multi product like: Adwords Express, Google Analytic and Google MyBusiness

• Provide customer support on the Google Adwords platform
• Tracking cases from start to finish

Bachelor's degree - Graphic Design - Universidad De Ciencias Empresariales Y Sociales (2014-01 - 2017-05)

Diploma - Web Page, Digital/Multimedia and Information Resources Design - Escuela Davinci (2013-01 - 2013-05)

Bachelor's degree - Graphic Design - Fundación Universitaria del Area Andina (2009-01 - 2011-05)