Business Analyst

Kiran Patel

SUMMARY:

 Over 9 years of extensive and diversified experience as Business Analyst with 3 years of
Project/Order Management, 10 years of Telecommunications and 14 years of Call Center
experience. Worked in multiple domains such as, Telecommunications, Food Service, and
Manufacturing.
 Known for a natural entrepreneurial spirit and ability to develop and implement processes that
control and positively impact the enterprise.
 Strong work ethics, taking ownership of all duties and responsibilities, efficient time
management skills, self-motivated with outstanding conflict resolution skills.
 Exceptional Documentation and Presentation skills, effective communicator with customers
and team members, easily interfacing between the technical and non-technical with ability to
communicate effectively with technology, executive, and business audiences.
 Experience in Requirements Gathering, Analysis, developing, evaluating and creating Software
Requirement Specifications (SRS), Business requirements document (BRD), Use Case
Specifications, Functional Specifications (FSD), Systems Design Specification (SDS),
Requirement Traceability Matrix (RTM) and testing documents, solution assessment and
validation, UAT, QA support and User Training.
 Skilled in Stakeholder communication by working with executive, senior business sponsors
and technical specialists for proposing any changes in existing applications or building new
applications.
 Experienced in facilitating and conducting Joint Application Design (JAD), interviews,
workshops and requirement elicitation sessions with stakeholders and end-users.
 Practiced in creating Business Process Models, Use Case Design and Analysis, Use Case
specifications, Business Processes documentation, Workflow diagrams, Wireframes and
Mockups for Prototypes.
 Actively worked in various phases of Software Development Life Cycle (SDLC - Requirements
Analysis, Design, Construction, Testing, Implementation, Support), Project Life Cycle and SDLC
Models – Waterfall and Agile Methodologies.
 Tracked, validated, and communicated requirements using Requirement Traceability Matrix
(RTM), Performed SWOT Analysis, Risk Analysis, Impact Analysis, Root Cause Analysis, Cost
Benefit Analysis and GAP Analysis between As Is and To Be models for conducting Enterprise
Analysis.
 Collaborated with SME, technical teams, Development, QA teams to resolve issues, defects
towards the satisfaction of the users. Participate in design reviews and provide input to the
design recommendations.
 Well-informed in Defects tracking and logging through all the phases of Software Testing Life
Cycle.
 Generated custom Reports, Dashboards and analytical snapshot for management and various
business unit personnel to provide detailed information on key performance indicators (KPI)
 Prepared Training Manuals and Knowledge Transfer Manuals, conducted training sessions as
needed for various software and process deployments.
 Business Analyst

TECHNICAL SKILLS:

Operating Systems Windows DOS/NT/98/2000/XP/vista/7/10/11, Mac

OS, Linux/Terminal.
Business Applications

MS Project, Microsoft Office Suite – Excel, Access,

Word, Outlook, PowerPoint, Publisher, Adobe
Acrobat, Visio, Project, Lucid Chart, G-Suite.

BI/Analysis Tools Cognos, MicroStrategy Office, Business Objects,

SharePoint.
Defect Tracking Tools JIRA, Remedy, RT (Request Tracker).
ERP/CRM Technologies

Salesforce CRM, ManEx, OptEL, CCA, Interact.

Software Models,
Methodologies
Waterfall, Prototyping, Agile.

Technologies/Protocols VoIP, SIP, TCP/IP V4, FTP, Telnet, HTML, XML, CSS

EDUCATIONAL DETAILS:

 Bachelor of Science, Network and Communications Management | 4.2 | DeVry University, North
Brunswick, NJ.

CERTIFICATION DETAILS:
 Business Analyst

 Azure Fundamentals
 Azure Data Fundamentals
 International Institute of Business analysis

PROFESSTIONAL DETAILS:
Client: Virtex - Plano, TX February 2020 – Till Date
Role: Analyst - Product Owner
Responsibilities:

 Work with all users across the company to maintain RTM for Manex and Optel ERP systems.
 Conducted Functional Walkthroughs and developed User Manuals for the enterprise.
 Effectively communicate technical issues to non-technical stakeholders and end users of the
application.
 Own all defects, escalate defects via support ticket or phone calls to remote support teams to
deploy and test fixes.
 Tested final operational deployment of Optel ERP for Usability and to verify whether all the
User Requirements were delivered.
 Pull data from multiple systems using SQL, Excel etc. to create reports for all users as needed.
 Create process flows and best practices documents based on reoccurring issues, reduce
production downtime by introducing visual workflows for technically challenged end users.
 Enhance operational efficiency and reduced downtime by conducting periodic user training of
most commonly used functions of the ERP systems.
 Create and actively maintain user matrix with active rights for each user and role-based user
template for each ERP system for quick activation and deactivation of users.
 Identify, resolve project issues, and effectively communicate risks to project sponsor,
stakeholders, team members and external team.

Client: MacArthur Beer and Wine - Irving, TX September 2017 - February 2020
Role: Lead Business Analyst
Responsibilities:
 Business Analyst

 Create and manage all implementation documentation such as Scope, project plan, schedule,
status reports, risk management reports, business requirements document, training materials,
pre and post deployment testing.
 Primary point of contact for business owners in planning and delivering the project, end-to-end
ownership of the project starting from project kick off.
 Create BRD and RTM for new POS system by interviewing business owners, preforming
operations observation and end user interviews.
 Map and create process workflows, document procedures and conduct solution design sessions
with all potential solution providers.
 Perform market analysis of various Point of Sale systems and created cost benefit analysts and
ROI documents for easy decision making by business owners.
 Maintain post deployment defects documents, assisted software vendor to test and deploy
solutions for each issue.
 Generated training documentation and provided hands on training and operational support to
users at all level in the business post deployment.
 Work with business owners to map and document KPI for the business, provided
comprehensive reporting requirements document to the software vendor to generate KPI
reports.
 Conduct meetings with software vendor to perform data mapping between legacy system and
new system.
 Monitor and compare actual project performance to schedule, cost and resource baseline, hold
vendor accountable for lapses in delivery phases.

Client: Vonage - Holmdel, NJ February 2010 - May 2017

Role: Business Analyst II
Responsibilities:

 Lead analyst on Remedy 7 implementation, delivered a six-person FTE savings and brought
mean time to repair (MTTR) to 94% within a critical four-hour benchmark.
 Successfully deployed Salesforce integration project and reduced call handling by the time 120
seconds. Boosted customer satisfaction scores by 5%, 80% to 85% and first-call resolution to
90% from 80%.
 Devised and documented a front-to-back technical and process workaround for Caller ID
validation issue. Cut caller ID verification error rates by 72%, from 18% to less than 5%, and
significantly enhanced the customer experience.
 Technical Support CRM enhancement: Slashed ticket response time from 16 to 4 hours and
reduced call handling by 120 seconds. Boosted customer satisfaction scores from 5% to 85%
and first-call resolution to 90%.
 Business Analyst

Client: Vonage Inc - Holmdel, NJ October 2006 - February 2010

Role: Advanced Operations Support Supervisor
Responsibilities:

 Managed a combined team of 25 Tier 3 and Tier 2 phone and e-support agents and maintained
an average AHT of 15 minutes per call and 4 hours for e-support exceeding department KPI
goals.
 Coached, trained, and guided the team to set department leading Average Handle Time of 12
minutes and First Call Resolution of 96%.
 Performed data and stakeholder analysis, customer surveys to improve key metric of First Call
Resolution from 90% to 95% for technical calls.
 Conducted data analysis of technical support calls and trouble tickets to present the business
cases for departmental restructuring.