Analyst Support
Resume:
SAI PRIYA ARCOT OMKAR
(C) 469-***-**** addz8s@r.postjobfree.com Chicago, IL 60563
SUMMARY
Solution drove Business Analyst with payment flow experience leading cross-functional teams in the development, documentation, and delivery of process innovations driving the alignment of the business goals for the commercial and corporate banking sector.
SKILLS
●Strategic decision making
●Forecasting and planning
●Business process improvement
●Advanced problem-solving abilities
●Requirements gathering
●Scrum methodology
●Business process improvement, User training
EXPERIENCE
Business Analyst and Scrum Master JPMorgan Chase, May 2018-Current Chicago, IL
●Managed financial projects and served as a primary liaison between the client and multiple internal groups to clarify goals and meet quality standards and deadlines.
●Analyzed client business needs and assists in determining appropriate resources and strategies.
●Worked closely with Product Owners to capture project milestones and deadlines.
●Cooperated with other project partners to develop system analysis and new system design based on client specifications.
●Documented process flows and developed requirements for functional improvements and enhancements.
●Produced status reports for customers and senior management.
●Updated project plans based on changing objectives, specifications, and staff availability.
●Maintained close connection with project personnel to quickly identify and resolve problems.
●Utilized Agile Scrum practices to help the team increase their velocity within the first year of agile adoption.
●Facilitated release planning, sprint planning, backlog grooming, and retrospective meetings to build working relationships among the 3 agile teams across 3 regions.
●Removed team impediments on a daily basis to allow the team to deliver the sprint goals and deliverables
●Collaborated with members of the Product, business and engineering teams to develop and maintain product backlogs
●Identified potential project risks and helped developed a mitigation plan to resolve possible issues
●Managed the insight and opinions of multiple stakeholders and helped to ensure all stakeholders agreed with the current scope and roadmap of the product.
Application Support Analyst, JPMorgan Chase, October 2011-May 2018 Chicago, IL
●Recorded production data in daily logs.
●Consistently respond to customer service emails within the standard window for optimal response.
●Observed system functioning and entered commands to test different areas of operations.
●Documented repair processes and helped streamline procedures for future technical support actions.
●Updated software versions with patches and new installations to close security loopholes and protect users.
●Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
●Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
●Kept customers informed about issue resolution progress and provided updated estimated times of resolution on an ongoing basis.
●Collaborated with a support team to assist client stakeholders with emergent technical issues and develop effective solutions.
Technical Support Specialist, E Corp Service USA, October 2009-July 2011 Irving City, TX
●Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
●Developed a robust online knowledgebase for support staff to reference when responding to requests for assistance.
●Multitasked across systems and applications and resolved abroad range of technical issues.
●Worked with supervisors via live chat to address customer inquiries or technical issues beyond the scope of expertise.
●Resolved customer complaints and concerns by applying strong communication, conflict resolution, and negotiation skills.
Help Desk Analyst, Hudson Global, July 2008-July 2009 Plano City, TX
●Installed and configured components for hardware and software from HP, VMware, and Cisco.
●Offered technical helpdesk support to customers on printers, PCs and laptops and mobile devices.
●Supported customers with online billing, access and account issues.
●Created new accounts, reset passwords and configured access to servers and file management software for users.
●Conducted end-user training and provided technical support on hardware, software, and network issues.
●Tested performance, functionality, and security of network systems, individual workstations, and peripheral devices.
Technical Consultant, Right Staff USA, March 2008-June 2008 Texas City, TX
●Offered technical helpdesk support to customers on printers, PCs and laptops and mobile devices.
●Installed and configured components for hardware and software from HP, VMware, and Cisco.
●Coordinated the installation of updated computer programs and systems.
●Troubleshoot malfunctions with systems and programs to pinpoint the root cause of issues and restore.
●Troubleshot and resolved problems with programs and systems.
Associate Technical Analyst, Spherion Staffing, September 2007-December 2007 Plano, TX
●Evaluated customer account information to assess current issues and determine potential solutions.
●Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
●Delivered a high level of service and support to each customer, paving way for future business opportunities.
●Reviewed account and service histories to identify trends and issues.
●Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Associate System Engineer, Intelligroup INC - September 2005-March 2007 -India
●Reviewed current hardware and software and recommended modifications to increase system speed.
●Assisted end-users with software and hardware troubleshooting to determine the causes of system malfunction.
●Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
●Disassembled computer systems to troubleshoot and resolve hardware issues.
EDUCATION AND TRAINING
Master's
Middle Sex University, 2004
Bounds Green London UK London
Bachelor of Computer Applications
Osmania University - India
Diploma
Information Technology, Dublin Metropolitan University, London UK 2003
Bachelor of Computer Science
Osmania University, India September 2002
CERTIFICATIONS
●ITIL Certificate
Contact this candidate