Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Dhara Patel

Plano,TX

Summary

  • In-depth understanding of waterfall, agile and hybrid project approaches
  • Needs Analysis and requirement synthesis for Business analysis initiatives
  • Solution Recommendations and Design Documentation with Lucid Charts, MS Visio, MS Excel
  • Use of Universal Modeling Language Techniques such as Use cases scenario mapping, process mapping, Context Diagrams, Decision Trees and Activity Diagrams
  • Working understanding of Software Development Life Cycle (SDLC)
  • Business Reporting with MS Excel, PowerPoint and Tableau
  • Project Tracking with Jira, Rally and MS Project
  • Customer Service and Operations

Overview

6
6
years of professional experience
1
1
Certification

Work History

Business Analyst and Product Owner

PwC
01.2022 - Current
  • Worked closely with business owners and stakeholders to outline business requirements
  • Acted as liaison between Between Business areas Subject matter experts, SME teams and development team throughout all phases of SDLC
  • Analyzed business needs, Defined the solutions and presented these solutions using UML diagrams and context diagrams to stakeholders, developers, testers and users at multiple levels
  • Gathered requirements through Interview, JAD sessions, questionnaires, document analysis and observation
  • Lead the Pre-project phase of the company's digitization initiative undertaking the roles of Business Analyst and Product owner
  • Analyzed and documented the current state business processes to ensure the context and implication of change is understood by the project stakeholders
  • Created Requirements Traceability Matrix(RTM) between Requirements, design components, use cases , Test cases and Test results

Client Support Specialist

IHSMarkit
03.2020 - 12.2021
  • Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
  • Assisted in the creation of internal resources such as FAQs, knowledge base articles, and training materials to improve overall team efficiency when addressing common client concerns.
  • Developed and updated databases to handle customer data.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Enhanced client satisfaction by addressing and resolving support issues in a timely manner.

Client Service Analyst

Medecision
06.2019 - 01.2020
  • Processing incoming and outgoing calls and emails mail about regarding application support
  • Identified and resolved problems through root cause analysis and research.
  • Queried databases for information needed for report processing.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.

Support Analyst

Addison Health Systems
01.2018 - 04.2019
  • Delivered Excellent Performance by Logging, Tracking and managing incident Tickets from inception to close and resolving documented issues
  • Analyzed and Tracked incident management, SLA adherence, Trending issues and ADHOC requests by generating weekly and monthly reports utilizing MS Excel
  • Performed day to day activities, including troubleshooting systematic errors for delivery app performance, account verification, order discrepancies, location services and account recovery
  • Gathered Customer Feedback and recommended features and enhancement to improve department performance
  • Developed Knowledge Base Articles (KBA), Quick Reference Guides(QRG) and Summary of Procedures (SOP) by participating actively in team resource library

Education

Associate of Science - Business Analysis

Tulsa Community College
Tulsa, OK
2010

Bachelor of Science - Computer Science

Sarvajanik Institute of Computer Education
Surat, Gujarat, India
2007

Skills

  • Microsoft Excel
  • Tableau
  • UML Diagrams
  • Requirement Synthesis
  • Agile Project Management
  • Business Analysis
  • JIRA
  • Problem Management
  • Issue Tracking
  • MIcrosoft PowerPoint
  • Microsoft Visio
  • Process Documentation
  • Customer Service
  • Decision Tree
  • Business Reporting
  • Phone Etiquette

Certification

CSPO

SSM 5.1

Additional Information

Volunteer Work


PTA Chair- Centennial Elementary Plano, TX

Coordinate, manage after school enrichment classes for grades K through 5 every week throughout the year.

HOA President – Preston Green Plano, TX

Facilitating board meetings, signing documents, creating meeting agendas, appointing committees, revising and defining CCRs, supervise spending, vendor management

Timeline

Business Analyst and Product Owner

PwC
01.2022 - Current

Client Support Specialist

IHSMarkit
03.2020 - 12.2021

Client Service Analyst

Medecision
06.2019 - 01.2020

Support Analyst

Addison Health Systems
01.2018 - 04.2019

Associate of Science - Business Analysis

Tulsa Community College

Bachelor of Science - Computer Science

Sarvajanik Institute of Computer Education
Dhara Patel