*** ******* **** *****, ***********, Ontario-M1H 1T7
Email: firstname.lastname@example.org Cell: +1-647-***-****
OBJECTIVE: To secure the profile of Business Analyst and aim towards a lasting working relationship with a renowned and established organization.
HIGHLIGHTS OF QUALIFICATIONS
5 years of experience in data and business analysis.
Over 5 years of experience on CRM systems with reporting and data modelling.
Expert in Microsoft Excel with good knowledge of VBA macros, advanced formulas, etc.
Experienced working with team like Sales Operation, Product Operations, Advanced Solutions and Professional Services.
Experience working on configuration of Salesforce as per client’s needs.
Trained and experienced working with SalesForce.com cloud CRM and databases.
Good working knowledge on Microsoft Office Suite, for reporting, presentations, emailing, etc.
Create/modify SQL queries as and when required.
Basic knowledge on Tableau with data reporting.
Working experience on Agile Methodologies.
Excellent communication and inter-personal skills
Learned the concepts of Microsoft Dynamics.
Experience working in a customer service and support oriented role on a global scale
Adaptable, quick learner able to deploy new software and hardware technologies within a changing environment
Experienced working in a fast-paced environment and enjoy working collaboratively
Familiar with network penetration techniques and threat analysis
Verifone - Technical Support Tier – II Aug’2016- Current
MMCC Solutions Canada
Assists customers with installation, operational, maintenance and or training related inquiries for products and applications.
Assists team members with customer call support and act as a knowledge resource for Tier 1 Support Representatives Researches and resolves escalated and complex calls as directed.
Follow documentation and training materials to diagnose, resolve and escalate customer’s calls.
Enters all call activity into online Technical Support database and provides documented information to the Knowledge Base.
Serves as customer contact on technical and service related problems both internal and external.
Diagnoses mechanical, hardware, software and systems failures using established processes and procedures.
Develop and maintain positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.
Business Analyst/Solution Engineer Apr’2015- May’2016
Apttus Software Pvt Ltd.
Involved in gathering business requirements from the end users and management.
Analysed Requirements and created Use Cases, Use Case Diagrams, Sequence Diagrams.
Planned, coordinated, and monitored project levels of performance and activities to ensure project completion in time.
Manage/help with the global forecasting process for the business; delivering to deadlines and analysing the results.
Identify business rules and requirements and then documented them in a format that can be reviewed and understood by both business people and technical people.
User sessions, workforce for running and loading the data from source to target data warehouse.
Participated in Design walk-through with SME's to baseline the business architecture.
Worked closely with QA and Developers to clarify/understand functionality, resolve issues and provided feedback to nail down the bugs.
Maintained a close and strong working relationship with teammates and management staff to achieve expected results for the project.
Involved in writing Manual Test Cases and Test Scripts for checking the application.
Assisted the database modellers in preparing the logical and physical data models and ascertained that requirements have been met.
Was involved in UAT testing.
Prepared user training manuals and successfully conducted user training sessions.
Help the EVP prepare conference materials, product updates and other special conference related projects.
Windows 8, Salesforce, MS Office, MS Word, MS Outlook, SQL
Senior Analyst/Senior Data Stewards Analyst Feb’ 2011- Apr’ 2015
SNL Financial India Pvt Ltd.
Identify, analyse, and interpret trends or patterns in large, complex data sets.
Filter out bad data, clean and transform data into information to work towards actionable business decisions.
Take care of the ad-hoc task coming the way in the data cleaning process.
Trained and educated the team on all the processes and gave them Excel and SQL training to the new joiners.
Persistently monitor & analyse team performances. Also, help Manager with the interview process as and when required.
Recognized more than four times for outstanding performance in Data Quality initiatives, Data management and team management.
Collaborate with different business units like Sales Operations, Product Operations, BSMG team to improve and optimize decision making – including analysis and evaluating the impact of operational changes.
Continuously interacted with the Business Systems team to identify bugs in production or data and try to resolve them by giving extra hand as UAT (User Acceptance Testing).
Develop new system plan and maintain KPIs(daily), highlighting trends and analysing causes of unexpected variance and work on to resolve them.
Suggest new Improvement in Salesforce as per processes to make it more useful and easy end user.
Prepare Excel Templates connecting Salesforce and SQL to make team work more easy and less time consuming with the help of VBA (Macros) and Excel Formulae.
Followed a Scrum Agile development methodology within the cross functional team and acted as a liaison between the business user group and the technical team.
Used MS Visio for business flow diagrams and defined the workflows.
Performed data analysis for the existing data warehouse and changed the internal schema for performance.
Used user stories approach for describing the requirements using the user story template.
Wrote technical papers, gathered technical requirements, and compiled them to help the design system.
Created Use Case specifications, business flow diagrams and sequence diagrams to facilitate the developers and other stakeholders to understand the business process according to their perspective with possible alternate scenarios.
Performed data mapping from source to target.
Extensively used SQL for accessing and manipulating database systems
Participated in Design walk-through with SMEs to baseline the business architecture.
Facilitated in the overall management of the project including and mitigation, status reports, monthly business presentations, defining milestones, deliverables and establishing critical success factors.
Worked closely with QA team and developers to clarify/understand functionality, resolve issues and provided feedback to nail down the bugs.
Performed Acceptance Testing (UAT), Unit Testing and Documenting.
Maintained a close and strong working relationship with team mates and management staff to achieve expected results for the project team.
MS Office 2007, Salesforce, Demand Tools, Data loader, Share Point, PowerPoint, Windows 7, SQL
Post Graduate Diploma in Business Administration 2014
Symbiosis Center For Distance Learning, Pune
Bachelor of Commerce 2009
R.J. Tibrewal Commerce College, Gujarat University, Ahmedabad, India
REFERENCES AVAILABLE UPON REQUEST