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, OK2010
Bachelor of Science - Computer Science
Sarvajanik Institute of Computer Education
Surat, Gujarat, India2007
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