Summary
Overview
Work History
Education
Certification
Timeline
Work Availability
Languages
Software
Skills
Interests
Accomplishments
Work Preference
Websites

Igsaan Kennedy

Test Analyst
Cape Town,WC
There’s no reality except the one contained within us. That’s why so many people live an unreal life. They take images outside them for reality and never allow the world within them to assert itself.
Hermann Hesse

Summary

Results-driven Senior User Acceptance Tester with extensive experience in software testing, quality assurance, and user acceptance testing (UAT). Adept at collaborating with cross-functional teams to develop and execute comprehensive test plans that enhance product quality and user experience. Skilled in utilizing industry-leading tools such as JIRA, SQL Server Management Studio, Postman, and SoapUI to manage test cases, track defects, and optimize testing processes. Strong analytical skills in identifying and resolving critical software issues, reducing defects, and improving application performance. Experienced in Agile environments, regression testing, and system integrations, with a keen focus on documentation, risk assessment, and process optimization. Proven ability to manage multiple projects in fast-paced settings while ensuring seamless product releases.

Overview

15
15
years of professional experience
5
5
years of post-secondary education
4
4
Certificates
2
2
Languages

Work History

Senior User Acceptance Tester

Group Investment Platform
Cape Town
11.2022 - Current
  • Collaborated with cross-functional teams to develop comprehensive test plans, improving overall product quality.
  • Utilized industry-leading tools for tracking and managing test cases, ensuring thorough coverage of all application functionalities.
  • Enhanced user experience by conducting thorough testing of software applications before deployment.
  • Reduced software defects by implementing rigorous testing procedures and methodologies.
  • Identified and resolved critical bugs, ensuring smooth application performance for end-users.
  • Implemented user acceptance testing with focus on documenting defects, identifying bottlenecks and executing test cases.
  • Increased customer satisfaction by identifying usability issues during the testing phase and recommending corrective actions as needed.
  • Effectively managed priorities while juggling multiple projects simultaneously in fast-paced environments.

Test Analyst

Direct Axis
Cape Town
09.2016 - 11.2022
  • Documented and executed detailed test plans and test cases and summarize and logged audit findings for reporting purposes.
  • Assessed products or services to evaluate conformance with quality standards.
  • Assessed software bugs and compiled findings along with suggested resolutions for development team members.
  • Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
  • Assisted team with development of web-based applications in Agile environment.
  • Carried out tests to identify, report and repair bugs and glitches.
  • Defined and identified test cases for new application development.
  • Teamed on planned tests and time-sensitive ad hoc requests.
  • Optimized test cases to maximize success of manual software testing.
  • Reduced production issues by implementing rigorous regression testing before each release.
  • Facilitated quick issue resolution through clear defect reporting, providing precise steps to reproduce along with relevant screenshots or logs when needed.
  • Participated in available trainings to improve software knowledge.
  • Continuously updated technical skills through training programs, staying current on industry best practices for software testing methodologies.
  • Met with quality assurance, developers and project managers to assess scope and sequence of project.

Real, Administrator

Direct Axis
Cape Town
01.2014 - 06.2016
  • Monitor contact center trends, including call volume, call patterns, staff productivity and resource allocation, toward the goal of minimizing variances from target service levels
  • Maximize efficiencies within the customer contact center by interacting with all levels of center staff to influence the following dimensions; forecasting, scheduling, intraday management, call monitoring, and reporting
  • Regulate real-time call volume in a multi-skill, virtual call center environment
  • Manage intra-day analysis function for re-forecasting and re-allocating resources based on interval trends, work pool sizes
  • Monitor and report real time schedule adherence impacts necessary for successful service level requirements
  • Profile skill changes, maintain daily exceptions, and monitor adherence to schedule
  • Maintain call prompts, queue structures, staffing requirements and skill levels required to meet contact center needs for the customer base served
  • Recommend strategic changes that will drive improvements in contact center performance & deliverables
  • Perform other duties as defined by leadership
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Improved employee productivity with effective time management strategies for daily tasks.

Fraud Agent

Direct Axis
Cape Town
03.2011 - 01.2014
  • Linking customers documentation & checking if it is Valid
  • Working the,
  • Request & scrutinize pay slips, bank statements, pension statements and Id
  • Residential documents
  • Confirm banking details with various banks
  • Inform fraudulent clients of declines
  • First level Risk reviews-includes dealing with new accounts
  • Registrations, purchases, withdrawals
  • Accessing profiles and taking action on emerging fraud trends
  • Requesting reviewing and approving / rejecting of customers documentation
  • Resolving of merchant queries via query tracking system, telephonically and via email
  • Listening to fraud or attempted fraud calls running links on fraud trends
  • Risk calls
  • Extra duties
  • 2IC duties
  • Changing agents skills
  • Coaching of agents
  • Side by side coaching
  • Weekly scorecard feedback
  • Monthly one on one session
  • Return to work interview
  • PE coaching
  • Drawing a report for management at the end of the month on the performance
  • Late coming report
  • IR processes
  • Monthly planning meeting
  • Logging leave(annual,sick,wellness,FR and unpaid
  • Update monthly performance tracker
  • Daily POA meetings with the Team
  • Assist with Training of new agents
  • Reported to: Team Leader
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Provided exemplary level of customer service to clients and company personnel.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Analyzed chargeback claims for legitimacy before processing refunds or adjustments, safeguarding company assets from misuse or abuse.
  • Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
  • Leveraged cutting-edge technology and analytics tools to identify potential vulnerabilities in the company''s systems, proactively addressing them before they could be exploited by fraudsters.

Call Center Agent

Direct Axis
Cape Town
05.2010 - 03.2011
  • Taking inbound calls
  • Making outbound calls
  • Data Capturing
  • Assisting Customers with 1st & 2nd loans
  • Assisting with customer account queries
  • Settling customer’s accounts
  • Working on Debtor system LMS & Core
  • Completing customer’s Loan Contract
  • Finalizing customer's contract in order for funds to be banked
  • Product knowledge:
  • Wesbank Cash power
  • Direct Axis, Call direct, Clientele, Sanlam, Cash power personal loans
  • NCA - National Credit Act
  • Loans Product knowledge
  • Personal Loan Product Knowledge

Education

Matric -

Hope School, Johannesburg
01.2000 - 04.2005

Certification

Tertiary Education: College Campus: 2006: Incomplete I.T Diploma

Timeline

Fundamentals of Business and Systems Analysis

07-2023
Senior User Acceptance Tester - Group Investment Platform
11.2022 - Current

Practical Software testing certificate

08-2018
Test Analyst - Direct Axis
09.2016 - 11.2022
Real, Administrator - Direct Axis
01.2014 - 06.2016
Fraud Agent - Direct Axis
03.2011 - 01.2014
Call Center Agent - Direct Axis
05.2010 - 03.2011

NQF level 4 long term insurance certificate

01-2007
Tertiary Education: College Campus: 2006: Incomplete I.T Diploma
01-2006
Hope School - Matric,
01.2000 - 04.2005

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Upper intermediate
Afrikaans
Intermediate

Software

Mendix

Jira

SQL Server Management Studio

Postman

Adobe Campaign

GitHub

Camunda BM

SoapUI

NIFI

Visual Studio

Visual Studio Code

Avaya

Conflence

Eclipse

Microsoft Excel

Microsoft Word

Skills

Test execution

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Interests

Learning languages

Music

Accomplishments

  • Developed an MS-DOS-based automation tool to streamline the initiation of a process that previously required manual execution on a virtual machine.
  • Implemented Decision Tables within the team to systematically assess and determine testing efforts, improving test coverage and efficiency.
  • Contributed to a testing team responsible for validating a migrated system, ensuring data integrity, functionality, and performance alignment with business requirements.

Work Preference

Work Type

Full TimeContract WorkPart Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsWork from home optionPaid time off4-day work weekStock Options / Equity / Profit Sharing

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Igsaan KennedyTest Analyst