Shipra Gupta, MBA
ac697g@r.postjobfree.com 401-***-**** N. Providence, RI
PROFESSIONAL SUMMARY
Master of Business Administration, specialized in Business Analytics, from Bryant University, 2018
Professional with 4+ years of insightful experience in Reporting, Data Analysis and Quality Assurance
Excelled in predictive modelling, modifying/cleaning, interpreting and visualizing data using SAS, SQL, R, Excel and Tableau
Multiple team management, handled offshore teams
Have valid US permit (OPT and eligible for STEM extension)
TECHNICAL SKILLS
Proficient in: MS Excel, MS PowerPoint, MS Word, MS Access, SAS Base; Predictive Modelling, Clustering, and Regression using SAS Enterprise Miner, SAS Enterprise Guide & JMP; SQL, Tableau, R, MEXL Software, Resolve, CDB, NOLS, BOXI, NetAct Citrix Software, Net Viewer, NOLS, CLics
Operating Systems Worked on: Windows, MAC
EXPERIENCE
Key User/Customer Performance Manager, Nokia Networks, India May 2013-Sept 2014
Deployed and transitioned new projects
Discussed CARE case progress and gained feedback from end customer on Governance Conference calls with region heads in Middle East
Prepared regular reports; monitored and analyzed major KPIs and case progress
Ensured end-to-end customer delivery and satisfaction and successfully handled 12 MEA customers
oReceived customer appreciation for uplifting their major performance KPI, ESFR (End to end SLA Fulfilment Rate) to the desired value
Improved ESFR for one of the major customers - MTC Atheer ZAIN KSA by 13-15%
Onsite travel to Baghdad for handover and knowledge transfer for Customer Performance Manager/Key User Role for one of the leading telecom of Iraq, MTC Atheer (ZAIN)
Performance Management Engineer, Nokia Networks, India July 2010-April 2013
Worked directly with customer heads in ZAIN, Kingdom of Saudi Arabia (KSA)
Analyzed network-related issues, such as CSSR and call drop, and recommended immediate solutions to improve the degrading KPI and improve overall network performance
Coordinated with Alarm Monitoring, Fault Management, Configuration Management and Value-Added Services teams to resolve issues
Prepared customized reports as per customer request or in case of any major network activity
oReceived customer appreciation multiple times for delivery of reports within SLA and for completion of additional requests
Worked on Hajj Project for the year 2010 & 2011 and Ramadan 2011, during which the call traffic is manifold the normal days, ensured full quality assurance as per SLA
Project Coordinator, PhiStream Consulting Limited, India August 2009-May 2010
Co-ordination and Project management for IOCL Third Party Certification
Preparation of Quality reports of Retail Outlets for IOCL Delhi and U.P. state offices
EDUCATION
Bryant University, Smithfield, RI August 2018
Master of Business Administration in Business Analytics GPA: 3.84
Academic Projects
Lotuff Leather - MBA Practicum Consulting Project
Created an integrated marketing campaign supported by data analytics that remains compliant with the changing data privacy legislation
oWon second place, out of 8 teams, in MBA Consulting Project
Baby Boomer- The Impact, Analytics Major Project
Used SAS® software applications and SQL to determine health trends, social security and labor force analysis for over 25 million observations
Employee Retention Based on Attrition Data, Predictive Analytics Project
Performed segmenting and clustering on employee data for predictive modelling to analyze the attributes responsible for employee attrition and retention
Punjab Technical University, Institute of Engineering and Technology, Bhaddal, India May 2009
Bachelor of Science in Electronics and Telecommunication Engineering GPA: 4.0
Academic Project
Six-Month Training Program with Central Scientific Instruments Organization
Researched on Fiber Bragg Grating under Scientists Grade E & B