Sarita Kumari
Frisco,TX
Summary
Experienced senior business analyst focused on improving system performance, reducing costs, and streamlining workflows. Proficient in timely software installations, testing, and troubleshooting to ensure smooth system transitions and minimal downtime. Skilled at simplifying complex topics and processes to make technical interactions more approachable for average users. Highly organized and reliable, adept at managing multiple priorities with a positive attitude. Willing to assume additional responsibilities to support team objectives. Detail-oriented team player with excellent organizational skills, capable of handling multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
Work History
Senior Analyst
HCL AMERICA (Full-Time)
10.2022 - Current
- Provided first-level technical support to users, resolving hardware and software issues efficiently.
- Managed and prioritized support tickets, ensuring timely and accurate resolution.
- Diagnosed and resolved technical issues related to operating systems, applications, and network connectivity.
- Assisted in the setup, configuration, and maintenance of computer systems and peripherals.
- Delivered exceptional customer service, maintaining a high level of user satisfaction.
- Documented technical issues and solutions in the help desk knowledge base.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
Business Analyst
Systoma Consulting (Client - Palo Alto Networks)
12.2021 - 09.2022
- Played role of Business analyst for Content Management area, which includes, various business processes, workflows , reporting and other features of OpenText content management tool
- Maintain a high degree of user’s service for all support queries and adhere to all service level agreement
- Respond to inquiries from clients and help them resolve any project specific issues.
- Following the evolution of all aspects: documentation and the proper processing of the ticketing operation
- Appropriate management and timely information on the results occurred depending on the priority issues and impact, providing technical support effectively
- Work closely with development team and install the development related tools
- Attend weekly team meeting and update the any open issues and update on any escalation
- Monitored the alerts generated by the servers and ensure proactive measures are taken to prevent any major hardware failure
- Log incidents and maintain records of all calls from users using the designated tool.
- Assisted in network maintenance, ensuring smooth connectivity for all users.
- Optimized hardware performance through regular maintenance checks and upgrades when necessary.
- Collaborated with IT team to successfully complete large projects within strict deadlines.
- Responded to queries on phone, via email or through IT ticketing system.
IT Operations Analyst
Aventure Systems (Client - Verizon)
07.2017 - 12.2021
- As an IT Support Engineer, I helped manage the daily internal helpdesk operations of a fast-scaling startup including internal desktop support of all laptops and desktops
- Responsible for monitoring the active Jira help desk ticketing system and timely resolution of end user issues hardware and software requests
- Constantly working on documentation updates and special projects as assigned by the IT manager
- Supported a user base of 300+ employees both local and in remote locations in the US nationwide including remote offices located in Canada, and India
- Ensured employees have the hardware and software they need to be productive while maintaining an environment that is secure
- Systems administration for mostly SaaS applications including new hire on-boarding accounts and hardware provisioning orientation and off-boarding
- Managed new user onboarding training and off-boarding including accounts creation and security access levels
- On average there were 5 to 10 new users being on-boarded during peak growth
- Setup and configured an in-house Mac OS X caching server to serve all local internal apple and IOS updates that helped cut down on external network chatter freeing up a considerable amount of bandwidth
- Provide friendly, timely and high-quality IT support to our internal and remote team of over 300+ users
- Administration of google apps for enterprise for all users including troubleshooting
- Created, updated and maintained document workflows, user resources, and IT processes
- Enforced IT policies including security, email, accounts, passwords, and compliance.
Functional Test Engineer
Wipro LTD
08.2010 - 11.2013
- Participating in requirements analysis, Sprint planning and estimating requirement for testing
- Performing test case writing and review for the requirement
- Creation and execution of Functional scripts as per the business scenarios
- Plan, Create, Maintain and Execution of test Scripts using Selenium
- Code coverage analysis, by verifying manual test cases with automation script
- Running automation regression test cases by selenium with java
- Assisted in the development of user manuals and training materials to ensure end-users had a thorough understanding of software functionality.
- Streamlined processes by implementing standardized templates for test case creation and execution reports.
- Reduced time spent on manual testing efforts through the implementation of efficient risk-based testing approaches.
- Mentored junior testers, sharing expertise in best practices for functional testing methodologies.
Education
Bachelor of Technology (B-Tech) - Electronics & Instrumentation
National Institute of Science & Technology (NIST)
Berhampur, Odisha09.2009
Intermediate in Science (12th) - General Science
City College
Berhampur, Odisha08.2005
High School (10th) - General Studies
D.A.V School
Berhampur, Odisha06.2003
Skills
- Operating System - Windows 10/11/Servers
- Databases - MS SQL and Oracle
- Tools - MS Office apps, MS 360, JIRA, ServiceNow, Networking/VPN, MS Project, MS Visio, SQL Developer, Citrix/VDI
- Business Analyst Skills - Project Management, Client management, Data Analysis, Performance monitoring, Client Relationship Management, Knowledge of business operations, Technical understanding, Stakeholder Communication, Report Preparation, Tech-Savvy, Business Acumen & Competitive Analysis
Workauthorization
H4 EAD
Personal Information
- Date of Birth: 01/01/1986
- Gender: Female
Timeline
Senior Analyst
HCL AMERICA (Full-Time)
10.2022 - Current
Business Analyst
Systoma Consulting (Client - Palo Alto Networks)
12.2021 - 09.2022
IT Operations Analyst
Aventure Systems (Client - Verizon)
07.2017 - 12.2021
Functional Test Engineer
Wipro LTD
08.2010 - 11.2013
Bachelor of Technology (B-Tech) - Electronics & Instrumentation
National Institute of Science & Technology (NIST)
Intermediate in Science (12th) - General Science
City College
High School (10th) - General Studies
D.A.V School
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