Customer Service Project
Resume:
NIKITA JAIN
Business Analyst
EDUCATION
Bachelor of Engineering, Information Technology
May 2007 – June 2011, First Division
University - Rajiv Gandhi Prodyogiki Vishwavidyalaya, India SKILLS
Tools:
SharePoint, MS Excel, MS Visio,
JIRA, IBM Cognos Report Studio,
Tableau, Planview
Business Analysis:
Requirements Gathering,
Prototyping, QA, User Acceptance
Testing (UAT), KPI Dashboards
Methodologies:
Agile (Scrum), SDLC (Waterfall)
CERTIFICATION
ITIL® 2011 Foundation Certified
CONTACT
ADDRESS:
45 Dunfield Ave, Apt. PH 15,
Toronto, ON, M4S 2H4
PHONE:
EMAIL:
******.*******@*****.***
WORK EXPERIENCE - TATA CONSULTANCY SERVICES
Business Analyst Citi Bank Nov 2015 – Feb 2019
Interviewed application teams to understand reporting artefacts for compliance trainings and budget allocation of IT projects
Collaborated with GRC business users and technical teams for timely deployment of project releases
Coordinated approvals from Citi’s IT security team for vendor teams to address login issues while accessing employee’s database
Participated in work sessions to learn and document steps to extract data pertaining to mandatory trainings accomplished by employees
Conducted walkthroughs for developers and QA team to demonstrate flow of project allocation data from Planview, IBM Cognos to SharePoint
Formulated business rules for reporting non-compliant employees, project hierarchies, and updated business requirement documents
Developed an overview chart using Visio to demonstrate the as-is flow of the compliance training reporting process for the development team Systems Analyst Toys R Us Mar 2012 – Oct 2015
Tracked and reported IT support SLA compliance across 800 Toys “R” Us stores to higher management
Reported project status, highlighted issues and organized meetings with specialist groups and technical team
Extracted raw files from IT Incident Management tool – BMC Remedy to feed to the analytics platform
Demonstrated collaborative efforts within the team that accomplished 100% CSI for two consecutive years
Redirected missed SLA instances to corresponding teams resulting in improved response time by 15%
Provided excellent customer service in a mission critical project by diagnosis of fault/issues
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