Business Analyst Customer Service

Zain Khan

630-***-**** ● Villa Park, IL ● ***********@*****.***

PROFESSIONAL SUMMARY

Organized systematic Business Analyst with successful experience in fast-paced office settings. Hardworking team-player with expertise completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Have experience building flowcharts, User Stories, Acceptance criteria and wireframes.

EXPERIENCE

Business Analyst Feb. 2018 - July 2022

New Heights Consulting Gurnee, IL

•Collect, distribute, and analyze daily, weekly, and monthly performance reports for various IT operational teams

•Maintaining successful client relations (operation managers)

•Capturing minute meetings and converting into documents and artifacts for various teams involved

•Managed agile framework artifacts such as: Product Backlog, Sprint Backlog, Created User Stories, Acceptance Criteria and UML Diagrams

•Lead projects with single or multiple stakeholders to elicit requirements, prioritize needs and deliver solutions

•Playing an active role in gathering, analyzing and writing Business Requirements and translating them into Functional Requirements, and created supporting artifacts

•Compile and distribute reports from Business Objects and Service Now Platform

•Meet with Onsite and Offshore Stakeholders for walkthrough sessions and discovery sessions

•Evaluate and draw conclusions from data related to uncover areas for improvement, developing and implementing solutions

•Worked with PM and the deployment team to provide support during project releases with deployment activities and roll-out specifics

•Sound understanding of Software Infrastructure while working closely with Business and Architectural team in defining the business process flow to enhance the underwriting process which involves front-end, back-end systems and web-services for system interaction

•Model Business objective/capabilities for various teams in locations such as London, New York, Santa Monica

•Perform Ad Hoc reports/Analysis as needed for all office locations

Help Desk Support May 2017 – Jan 2018

T-Mobile Lions, IL

Created flowcharts and Excel documents that aided in daily meetings for team members

Responsibilities:

•Provided Level 1 systems support to all company personnel

•Troubleshooted LAN and WLAN connectivity issues

•Provided administrative support by resolving account lockouts, password issues, etc

•Created user and administrator documentation (manuals/trainings)

•Provided ActiveSync support for mobile devices (Apple, Android)

EDUCATION

Devry University Bachelor of Technical Management 10/2021

VOLUNTEER WORK

Helping Hand for Relief and Development Aug 2017- Sept 2017

Sorted donated articles of clothing, packed and shipped to those in need.

Cancer Council June 2019

Knocking door to door for donations, participating in bake sales and charity drives.

Downers Grove Public Library August 2016- November 2017

Organized and filed books in the correct manner. Provided exceptional customer service to those needed

SKILLS

Microsoft Office Products: Excel, Outlook, Office, Word, PowerPoint, Teams.

Wireframing tools: Visio, Lucidcharts, Mindmanager

Project Tracking tools: MSP, Trello, Todist, Kanban, Jira, Servicenow

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