Aishwarya Joshi

905-***-**** adle9h@r.postjobfree.com Toronto, ON www.linkedin.com/in/aishwarya117

“You can have data without information, but you cannot have information without data” - Daniel Keys Moran

Summary of Qualifications

● Dedicated and result-oriented professional with a sound knowledge and 2 years of experience in Business Analyst and Project Management and Business management.

● Experienced in Software Development Methodologies (Agile, Rational Unified Process and Waterfall) Hands- on knowledge of database management, data analysis and data modelling.

● Exceptional documentation skills for writing business requirement documents (BRDs), Functional Requirement document (FRD’s), User Story, Use Case Narrative and Functional specification.

● In depth knowledge and experience in all phases of the Software Development Life Cycle (SDLC) including requirements gathering, analysis, design, implementation, testing, and deployment phases as well as software engineering methodologies like Waterfall, Rational Unified Process (RUP) and Agile.

● Fluency in English and Gujarati. Great communication and presentation skills that can bridge the gap between business and technology.

Technical Skills

Operating Systems: Windows, Android, iOS, Mac OS, Linux Applications: ServiceNow, Microsoft Office 365, GanttProject Tools: VMware, G Suite by Google, Packet Tracer

Project Management: Agile, RUP, Waterfall, Scrum and Gantt Charts Requirement Tracking Tools: JIRA, HubSpot, HaLight, Rally, Rational Requisite Pro, Word, Excel Modeling & Designing Tools: MS Visio, Enterprise Architect Wireframe Tools: Azure, MS Paint

Databases: MYSQL

Languages: HTML, PHP, CSS, JavaScript, Python (Pandas, Numpy) Data Analysis: Python [Data Importing, Data Cleaning, Data Exploring, Data Visualization (Matplotlib, Seaborn, Tableau)], SAS

Education & Certifications

CompTIA A+ August 2020 Cisco IT Essentials Certification August 2020 Junior IT Analyst Program May - Sept 2020

NPower Canada Toronto, Ontario

14-week in-class training with hands-on experience including: Assemble computer components based on customer requirements,Install, configure, and troubleshoot: hardware and software components, Windows, iOS, Android, and Linux operating systems,Networking basics: IPv6, network topologies, installing wireless and SOHO networks Security/forensics,Mobile device installation/configuration: Laptops, smartphones, tablets,Basics of virtualization, desktop imaging and deployment,Cloud Computing,Implementing preventive maintenance measures on workstations,ServiceNow Foundations Training

Master of Science in Computer Science December 2017 Monroe College New Rochelle, NY Honors and Awards GPA: 3.92

Course taken includes Operating systems Design, Data Mining, Object Oriented Software (Python), Database Systems (SQL), Software System Design, Computer Networks, Computer Security and Privacy, Cloud Computing

Bachelor of Arts Concentration in English Literature April 2015 University of Gujarat Gujarat, India Honors and Awards: First Class

Course taken includes History of English Literature, Phonetics, English poetry, Critical Analysis, Psychology Diploma in Web-Designing and Multimedia March 2012 Indira Gandhi Institute of Vocational Training Gujarat, India

Work Experience

Technical Support Advisor November 2020- Present

Transcom Worldwide

● Troubleshooting technical issues with iOS devices and finding correct resolution for errors.

● Working independently and in teams to achieve goals.

● Providing great customer-service to customers on a daily basis by asking probing questions and logging details in a specific manner with calm and respective tone.

● Leading customers to resolution by following knowledge base articles and making sure customer satisfaction and issue resolution at the end of each call.

● Demonstrating great written and verbal communication skills with organizational and Time management skills in a fast- paced environment.

Digital Activation Lead/ E-commerce Coordinator September 2020- October 2020 Mosaic ShopHERE Program (Internship) Toronto, Canada

● Demonstrated success in a client facing digital marketing role, including developing strategy, campaigns, and executing projects.

● Worked independently and in teams to achieve goals.

● Participated in daily scrum meetings.

● Provided great customer-service to client on daily basis to gather business requirements with a goal of creating a web store for their business through Shopify or Square and get them digital.

● Conducted on-on-one meetings with my clients to brainstorm about marketing support on platforms like Google, Facebook and Instagram.

● Demonstrated great written and oral communication skills with organizational and Time management skills in fast- paced environment.

● A basic understanding, obtained through experience, of building a digital marketplace (using platforms like Shopify, Squarespace, Square, Wix, Canva, etc), including best practices, technical configuration and support Worked with digital technologies for small business (e.g: web, social media, e-commerce) Helped co-workers(with non-technical background) solving errors regarding HTML, CSS, JavaScript and Liquid codes to enhance customer satisfaction.

Jr. Business Analyst February 2019 – July 2019

MetLife New York, USA

The goal of the project was to re-engineer the group protection customer facing application. Moreover, single sign on capabilities were added to provide a seamless user experience to the following user roles: Employers, Employees, Brokers, and Third Party Administrators. The re-engineered application included added capabilities to manage claims, which eliminated the time consuming manual process and offered enhanced customer satisfaction.

● Managed product backlog and worked closely with stakeholders to identify features for upcoming release.

● Documented user stories and supported team with UML activity diagram and wire frame.

● Used Rally as a tool to manage product backlog and document user stories.

● Worked closely with the developers and testers and conducted sprint-planning meetings to review user stories.

● Conducted weekly sprint review meetings with stakeholders to demo the features accomplished during the sprint.

● Identified different actors along with their entitlements to implement user identity and access management.

● Managed the application support product backlog using Rally cards.

● Conducted Monthly Business Prioritization meetings with the stakeholders identify Rally cards to be scheduled for the upcoming release.

● Performed functional and GUI testing to ensure that the user acceptance criteria was met.

● Co-coordinated the User Acceptance Testing (UAT) on a monthly basis with the SMEs to make sure that all the requirements are addressed in the application.

● Documented release notes for monthly release to provide an overview of features accomplished. Jr. Business Analyst January 2018 – December 2018

Credit Union New Jersey, USA

The goal of the project was to re-engineer the existing retail online banking application, which shall allow the customer to efficiently perform following tasks:

Manage Accounts Online, Online Bill Pay, Statement Delivery, Account Alerts

● Created - As-Is Business Models, required for auditing purposes as well as To- Be Business Models used as standard operating procedures.

● Facilitated brainstorming sessions with the SME's from underwriting, finance, customer service, and fulfillment departments to capture self-service portal requirements.

● Created Wireframes for the self-service portal and authored the Functional Requirement Document.

● Conducted Wireframes and Functional Requirement Document walkthroughs with the Business Owner's and took a sign-off.

● Created-To-Be Business Models based on UML Methodology using Enterprise Architect.

● Assisted the web development team in understanding the requirements and supported the implementation efforts by answering questions of the developers related to the business or requirements.

● Identified Use Cases and wrote Use Case Narratives.

● Conducted requirement workshops among all project stakeholders to verify and validate the business requirements.

Volunteer Experience

Volunteered in International Conference January 2014 Asia Pacific Association for Computer- Assisted Learning Language (APAcall) The Pacific Association for Computer- Assisted Learning Language (Paccall) Gujarat, India International Conference on Computer- Assisted Learning Language (CALL) promoting CALL through Globalization and Localization in CALL (GloCALL)

Certifications & Awards

Npower Award September 2020

Most Supportive Award

Acclaim Digital Badge August 2020

CompTIA A+ Certification CompTIA

Acclaim Digital Badge May 2019

Introduction to Statistical Concepts SAS E-learning Acclaim Digital Badge April 2019

SAS Programming: Essentials SAS E-learning

Achieved Medal for ranking highest for final year in bachelor’s Degree April 2015 Gujarat University Gujarat, India

Certificate for ranking Highest for Diploma in Web-Designing and Multimedia March 2012 Indira Gandhi Institute of Vocational Training Gujarat, India

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