Senior Business Analyst with 17 years of Exp.

SAMRAT PAUL, CSM, ITIL

Calgary, AB • 647-***-**** • ****.**********@*****.*** • linkedin.com/in/samrat-paul15

SENIOR BUSINESS ANALYST DIGITAL TRANSFORMATION & DATA INSIGHTS

16+ years translating complex business problems into technology solutions for Fortune 500 Telco, Media, and E-commerce clients (AT&T, Comcast, Time Inc.) and Canadian enterprises. Expert in Gap Analysis, Requirements Elicitation, Process Mapping (BPMN, Visio), Process Re-engineering, Data Storytelling, and Change Management. Adept with Agile (Scrum, Kanban) and Waterfall SDLC, cutting cycle time, increasing data quality, and driving multi-million-dollar ROI. CORE BUSINESS-ANALYSIS SKILLS

• Requirements Elicitation (JAD, Interviews, Workshops) • Gap / Impact / Root-Cause Analysis

• BRD / FRD / User Stories / Use Cases • Process Mapping & BPMN (Visio, Draw.io)

• Stakeholder Management & Client Liaison • Scope Management & Risk Mitigation

• Agile & Waterfall SDLC, Scrum Ceremonies • KPI Definition, OKRs, Benefits Realisation

• Executive Reporting, Presentation & Storytelling • User Acceptance Test (UAT) Planning,

• Vendor Management & RPF Coordination Test Scripts, Defect Triage

• Change & Release Management (CAB, Go/No-Go) • Data Governance & PIPEDA Compliance TECHNICAL STACK & TOOLS

SQL • Power BI • Tableau • Excel (PivotTables, VLOOKUP, Power Query) • ETL Validation • Data Visualization • KPI Dashboards • Forecast Modeling JIRA • Confluence • AWS DevOps • Azure DevOps • MS Project • SharePoint • Incident Management

(ServiceNow, BMC Remedy) • Visio • ITIL-aligned Service Ops AWS (EC2, S3 – working knowledge) • Grafana • AppDynamics • HP ALM • Git • Jenkins SELECTED CAREER ACHIEVEMENTS

• Launched Comcast’s flagship e-commerce platform; coordinated 8 squads across 3 time zones and achieved Zero Critical release defects by planning every detail end-to-end and CAB Coordination.

• Automated incident-to-resolution workflow under the ITIL Framework, trimming MTTR by 32% and saving US $1M OPEX annually.

• Built enterprise KPI Dashboards & Forecast Modeling in JIRA/Power BI, that lowered reporting errors by 28% and enabled audit readiness.

• Recognised among Amdocs’ global “Top-50 IT Operations Leads” (2022) for service-excellence metrics and cross-functional collaboration.

PROFESSIONAL EXPERIENCE

HORIZON CANADA INC., Calgary, AB — Senior Business Analyst (Feb 2025 – Present)

• Partner with product owners and architects to capture and translate 120+ business requirements into Agile user stories; lowered re-work by 18%.

• Model current- and future-state processes (BPMN), identifying nine critical gaps and recommending automations that raised operational efficiency 20%.

• Developed Power BI service-performance dashboard viewed by V-level executives; reduced task turnaround by 20%.

• Collaborated with UI/UX teams to incorporate user-centered design principles, improving usability and user satisfaction scores by 15%.

• Instituted ITIL-aligned incident triage that cut priority-1 response time from 45 min to 33 min.

• Created data-quality rules and governance playbook, boosting dataset trust scores from 78% to 94%. AMDOCS — Client: Comcast, US — Project Manager / IT Ops (Jan 2020 – Dec 2022)

• Directed US $5M Agile transformation; uplifted squad velocity 21% and delivery predictability 17%.

• Authored 300+ refined user stories in JIRA; release slippage shrank to <3%.

• Piloted AI-driven monitoring (Grafana/AppDynamics) and Forecast Modeling for capacity planning; priority-1 outages fell by 20%.

• Supported delivery of secure IT solutions in regulated environments, ensuring compliance with data protection and access control policies.

• Ran CAB approvals, Go/No-Go calls, and rollback strategies for 40+ production releases with zero critical regressions.

AMDOCS — Client: AT&T, US — Project Coordinator / Business Analyst (Jul 2016 – Dec 2019)

• Managed four concurrent projects (CA$30K – $250K); maintained 98% on-time delivery via predictive risk model.

• Executed legacy-to-cloud migration (AWS) with zero data loss; documented ETL mappings and validation scripts.

• Rolled out Power BI real-time dashboard; improved executive decision lead-time by 25%. AMDOCS — Client: AT&T, US — Business Analyst (Sep 2012 – Jun 2016)

• Re-engineered order-fulfilment workflow, boosting throughput 24%.

• Led offshore knowledge-transfer program; reduced transition ramp-up by 40%. AXICOM TECHNOLOGIES — Client: MOL Group — Technical Analyst (May 2009 – Sep 2012) MINDTREE — Client: TIME Magazine — Programmer Analyst (Sep 2006 – Apr 2009)

EDUCATION

Entrepreneurship, Post-Grad Certificate, Saskatchewan Polytechnic, Moose Jaw, SK — 2024 Project Management, Post-Grad Certificate, Sheridan College, Mississauga, ON — 2023 Master of Computer Applications, Bangalore Institute of Technology, India — 2006

CERTIFICATIONS & MEMBERSHIPS

• Certified ScrumMaster (CSM)

• ITIL Service Management

• Member, Project Management Institute (PMI)

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