Sapna
Seattle,WA
Summary
To pursue a challenging career in a leading , progressive organization offering opportunities to leveraging technical knowledge as an asset, and utilize skills towards the growth of the organization.
Overview
5
5
years of professional experience
Work History
Business Analyst
Etech-Medallia
08.2021 - 12.2022
- Worked with client project managers and other team members to build and support product implementations for large companies
- Built long-standing customer relationships by providing them support with client meetings by leveraging in-depth client system capabilities
- Majorly worked with Medallia clients on Medallia experience cloud to support their products via Ad-hoc requests/CSS customization requests and troubleshooting sessions to assure quality support to clients
- Participated in implementation design, setup, review processes and migration of V2 forms in digital team. Identified improvements to feedback products and processes .
Software Specialist
IBM
03.2019 - 07.2021
- Cross skilled with ServiceNow tool and technical documentation
- Adjusted ServiceNow parameters to boost performance and incorporated new features using workflows, flow designer and other available features in
- ServiceNow
- Worked on onboarding process project where we onboard devices like servers and switches from clients environment to MCMS environment
- Walked clients and internal staff through troubleshooting steps to resolve common ServiceNow issues
- Onboarded clients/internal accounts to offering services and configured SLA
- Prepared technical documents for the team which includes process knowledge and user guide documents using MS Word and Excel.
Technical Analyst
IBM
01.2018 - 03.2019
- Developed complex reports: multi-functioned, leveled and grouped, summary functionality in main reports providing detailed drill down through On Demand
- Sub- reports, dynamic link labeling, complex functions, cross-tabs, clean and attractive designs, user friendly with instructional ToolTips
- Responded to Service ,Product, Technical and Client- relational queries concerning features, specifications and repairs on current and discontinued products parts and options based on client entitlement
- Expertise preparing report specifications and database designs to support reporting requirements.
Education
Bachelor of Engineering - Information Science
Vemana Institute of Technology
Bangalore, India07.2017
Skills
- HTML/XML/CSS
- SQL
- Excel-Advanced
- Database management
- Interpersonal skill
- Tableau
- ACHIEVEMENTS
- Various IBM Your learning Programs
- Agile Badge
- Enterprise thinking Badge
- Essential automation Badge
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Business Analyst
Etech-Medallia
08.2021 - 12.2022
Software Specialist
IBM
03.2019 - 07.2021
Technical Analyst
IBM
01.2018 - 03.2019
Bachelor of Engineering - Information Science
Vemana Institute of Technology
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