Ajita Chakravorty
Ajax,ON
Summary
Inquisitive Business System Analyst with 5 years exploiting underutilized assets and eliminating bloated processes. Adept in conducting research to analyze maximizing organizational values through strategic workflow, staffing, and business process analyses.
Strong background in techno-functional role in Data backup and financial institutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Project Analyst
Concentric Head office
07.2023 - 01.2024
- Handle compliance case management for GM motors using Siebel and Workbench
- Handle the escalations and de-escalate before sending over to the experts
- Attend scrum meetings on daily basis, support clients to assist with all the automobile compliance related issues and resolve it
- Work closely with all GM motors vehicle managers and coordinate with the dealerships all over Canada to assist and resolve automobile compliance related issues and GM rewards
- Responsible to maintain SLA to deliver the resolved cases under a time frame
- Responsible for coordinating sprint retrospective sessions and determining what went wrong/good, how can we further improve in the next sprint.
- Tracked ongoing project advancement towards predefined milestones, reducing instances of missed deadlines by 1%.
- Determined root cause of problems and issues to implement courses of action required to implement solutions.
- Managed change requests effectively to minimize disruptions while remaining focused on achieving desired outcomes.
Jr. Scrum Associate
Invento Solutions Inc
12.2022 - 04.2023
- Played an integral role in launching successful projects by coordinating tasks among team members while adhering closely to established timelines and budgets.
- Supported the product owner with requirement gathering from business users using agile methodologies
- Used Jira to create Epics, stories and smaller tasks for sprint planning leveraging the scrum framework
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
Senior Product Analyst
American Express
03.2020 - 07.2021
- Worked on Triumph & legacy processes, acted as a team lead collated and reviewed the team's day-to-day escalated fraud/dispute cases
- Reporting directly to the project manager
- Worked on DSP, GDM
- Handled Escalated customer and merchant cases by providing a final resolution and documented the action to keep a track and comply Bank Code of Conduct
- Verbal & written communication skills, adherence to quality and compliance guidelines
- Monitored life-cycles of both transactions & dispute, notified the concerned team and escalated, high risk transactions or suspicious activities
- Validate appropriate data from internal and third-party systems and ensure appropriate course of action is being pursued, minimized the write-off by problem-solving approach.
Sr. Product Associate
Google
12.2019 - 02.2020
- Started working with Google on the Pay role of Accenture in chat support profile with roles are responsibilities, to analyze, investigate the root cause of frozen transactions, of respective accounts
- Understanding market needs and build the strategy for building customer based in India and align product roadmaps across multiple organizations for smooth Payments
- Work with cross-functional teams to make digital payments easy and accessible for everyone and worked closely with the G-Pay product management team to provide hassle free experience for the Google Pay (G-Pay) app.
Technical Support Consultant
ALLSCRIPTS
02.2018 - 05.2019
- Core responsibility was to manage backup failures, bring them up and running by troubleshooting in Snow, safeguard etc
- Developed a clear understanding of existing business functions and processes
- Worked closely with scrum masters to ensure timely delivery of project milestones
- Worked on Assure (Allscripts product), safeguard, backup exec etc
- Tools
- Validate root cause analysis report for reducing escalations from the client companies as per service management
- Managing Installation of Avamar, Assure, SBE, Veritas backup exec and performed and monitored- SQL backup, tape backup, cloud backup on daily basis
- Performed troubleshooting Symantec Backup Exec, servicenow and worked on different types of LTO drives (Dell and IBM)
- Participated in disaster recovery/system recovery exercises and finding loopholes in the existing configuration.
Technical Support Analyst
VERITAS
07.2015 - 09.2016
- Level 2 NetBackup Administration of customers in a team spread across US, Australia and India, was part of Veritas Managed Services which provided dedicated support to our customers 24x7 with the help of NetBackup experts
- Core responsibility was to manage backup failures in Service now application
- Analysis the service management and perform fix of the recurring issues
- Resolving all Incidents within SLA time frame along with working on problem, maintained client's RPOs and RTOs expectations in various tools included service now
- Worked on Ms-Exchange, MS SQL and Hyper-V backup, Configuration and restore issues
- Also worked on VMware backup, restore and configuration issues
- Worked on SLPs, duplications and replications over the remote sites
- Worked on low priority cases P2-P3, as per service management P1 to be escalated to the experts.
Education
Executive MBA - Business Operations Management
Rotman College University of Toronto
08.2024
Ontario Ministry of Labour, Training and Skills Development's training module: Worker Health and Safety Awareness in 4 Steps -
Jan 2023
Project Management Professional (PMP) Certified -
Sep 2022
Bachelor of Business Administration -
Nagpur University
Intermediate -
CBSE Board
High School -
CBSE Board
Skills
- Project planning and development
- Business requirements documentation
- Issue Tracking
- Root Cause Analysis
- Business process improvement
- Global client/ customer management
- Problem-solving abilities
- Cross-Functional Collaboration
- Customer/Client communication
Accomplishments
- Being appreciated for finding the loopholes in the pre-existing documented procedures by adding updated relevant information for saving time management.
- Represented team in competitions and won prizes within AMEX.
- Was always on top 3 members in the metrics for customer reviews.
- Being recognized for handling a client's server disaster situation by following the guidelines and the procedures to up and running the server while dedicated resources on the team were on leave.
- Was always on the top 5 members in the metrics for highest worked & closing cases.
- Being appreciated for presenting innovative ideas to the director of product, on the possibilities to expand the sales & promotions of Veritas NetBackup after the split of sister company from Symantec in cost effecting.
- Being awarded for finding a loophole in the Linux command while running on a server disaster situation by a 'Service delivery manager'
Languages
English
Native or Bilingual
Hindi
Full Professional
Bengali
Professional Working
Telugu
Limited Working
Certification
- Certified PMP, PMI - 2022-2025
- Becoming Agile coach, LinkedIn- 2023
- Certified Scrum Master, LinkedIn - 2023
Violin, poetry, photography, cycling
In my free time I enjoy playing violin or writing. I also like to stay fit so cycling, yoga or zumba is my go to for my physical and mental relaxation.
Timeline
Project Analyst
Concentric Head office
07.2023 - 01.2024
Jr. Scrum Associate
Invento Solutions Inc
12.2022 - 04.2023
Senior Product Analyst
American Express
03.2020 - 07.2021
Sr. Product Associate
Google
12.2019 - 02.2020
Technical Support Consultant
ALLSCRIPTS
02.2018 - 05.2019
Technical Support Analyst
VERITAS
07.2015 - 09.2016
Executive MBA - Business Operations Management
Rotman College University of Toronto
Ontario Ministry of Labour, Training and Skills Development's training module: Worker Health and Safety Awareness in 4 Steps -
Jan 2023
Project Management Professional (PMP) Certified -
Sep 2022
Bachelor of Business Administration -
Nagpur University
Intermediate -
CBSE Board
High School -
CBSE Board
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