Shreosee Pal
North York,Canada
Summary
A detail-oriented professional with a strong analytical mindset, primarily responsible for managing, analyzing and leveraging data to drive standardized business processes and high level operational strategies. Drove API enabled B2B projects, enterprise initiatives and led workshop sessions related to process enhancements and IT business requirements. Delivered end-to-end data-driven solution through translating complex data into actionable insights, building KPI based reports and storytelling presentations. With my proficiency in ITIL, Operations & Data management, I’ve streamlined processes and improved decision-making strategies. - Act as an interface between business partners, technology, and support team. - Apply critical thinking and data driven insights to identify process gaps and silos, ensure further investigations and quick fix in place.fostering collaboration and stakeholder engagement. - Plan and develop case scenarios for End to End, UATs & ORTs ensuring reliability and acceptance. - Active participation in data mapping documentation, Process flow design reviews, stand up calls and all possible solutioning for the completion of the project aligned to sprint cycle framework. - Provide continuous improvement that enables high quality data standards and redefine the scope of automation and adjustments. - Fostering collaboration and stakeholder engagement to change ideas and strategies for business initiatives & requirements - Built comprehensive reporting on standardized KPIs to satisfy the business needs and requirements ensuring post data integrity are in place. - Built rigorous complex Audit checks Identifying data quality issues and Data deviation which helps to highlight areas of improvements. - Developed analytical reports on Power BI desktop on ad hoc basis to form insights for external stakeholders to maintain accuracy and up to date details. - Analyze and document technical specifications, operational procedure and user guides, Data dictionary, Release Notes etc for cross functional teams.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager, Client Service Operations
Bell Canada
Canada
08.2024 - Current
- Drive Automation Projects & Initiatives: Actively Involved in delivering API enabled B2B transformation projects that enable enterprise platform into unidirectional B2B platform through API automation. Support numerous initiatives that enhance to streamline standardized process & scope of automation.
- Develop Technical Specifications: Develop Baseline Data model, provide API data mapping reviews, prepare test case scenarios as prerequisite for End to End, UAT & ORTs, participate with Customers and other stakeholders to run and validate the required ensuring reliability and integrity are aligned.
- Consolidated Data drive in Insights: Provide consolidated data driven presentations to highlight and pinpoint the loopholes in the end to end process, obtained from multiple source systems and provisioning process.
- Implement Continuous Monitoring & Improvements: Establish Robust data governance by enforcing standardized data entry and data quality rules. Ensure proactive approach in place to accelerate the optimization.
- KPI & Adhoc based Reporting: Develop and publish reporting on key risks factors that are Incompliant, incorrect, failed. Later collaborate with key stakeholders to outline the required measures to mitigate them.
- Foster Collaboration and Awareness: Driving meetings and workshop sessions to outline business and process requirements, Share awareness with cross functional team members regarding operational procedure & Standardizations.
Associate Operations Analyst
Manulife Canada
Canada
08.2022 - 11.2023
- Convert business needs into Technical Specifications: Document technical specifications into requirements, develop User stories and tasks while collaborating with stakeholders and IT leaders to get the requirements for process enhancements.
- Participate in developing Business Rule to improve business process efficiency: Engage and participate with Platform and development teams to ensure accurate design and implementation like: development of before & after Business Rules, UI policies using Insert, Update, Delete conditions leveraging scripts and Glide methodologies.
- Part as a User Acceptance Testing team: Actively participate in UAT sessions, review them to debug ensuring the reliability of the implementation and provide detailed presentations in front of the cross functional team members.
- Support Change and Incident Management: Support to implement Change and Incident management strategic planning, ensure smooth transitioning of product releases, upgrades and decommissioning. Provide guidance to stakeholders on the impact of changes, optimize and monitor the areas of improvements.
- Drive Data Analytical Insights: Conducted comprehensive data analysis technique to identify areas of improvement in the Change or Incident management process, optimize by monitoring real time analytical insights on different use cases and risk factors like: by criticality, by assignment group, by open change or incident etc.
- Developed ad hoc Reports in Power BI: Run DAX queries and functions to identify trends, patterns and outliers from diverse datasets in the integration process, implemented row-level security in Power BI work spaces depending on the type of access required.
- Optimized Health KPIs through continuous monitoring and adjustment: Monitored & enhanced health KPI metrics using CMDB identification and reconciliation engine(IRE), optimize and managed completeness, compliance and correctness metrics for specified class to facilitate informed decision-making and appropriate remediation.
- Created complex queries & diagrams using CMDB Query Builder: Build and investigate complex queries to identify and analyze Data deviation, performed required querying through tables to obtain data trend and Root cause analysis that span multiple CMDB classes and associated CIs to built relationship diagrams and schedule reports as required.
- Technical Documentation: Revised and updated Data Dictionary for diverse configuration classes, developed SOPs, document technical specifications for various process workflows.
Data Analyst II
Telus Canada
Canada
02.2022 - 07.2022
- Collaboration & Stakeholder Management: Act as a liaison between technical and non technical team, facilitate collaborative sessions to address concerns, gather feedback, drive consensus on business and technical solutions.
- Analyze existing Process for Improvement & Optimization: Surveying the life cycle of diverse Configuration data (CIs) for over 300K records including applications, databases, servers, network devices & Services, discuss them with various stakeholders to mitigate the gaps and bottlenecks, further took necessary steps for improvements, like as: achieved 3-5% reduction in task allotment and increase in productivity, streamlined product data field (i.e. “Availability Window”field ) insertion adjustment.
- Well versed with ITSM practices: Built and conduct daily Standard, Emergency & Normal Changes, implement Incident and catalog requests maintaining SLAs, also Optimized processes by detecting gaps, and areas of improvements through accurate KPI reporting and monitoring, consolidate and share analytical insights and dashboards to take corrective actions accordingly.
- Deploying business analysis techniques to Optimize Data Integrity: Monitor data integrity and Data feeding issues within Enterprise data platform (i.e.ServiceNow) and other monitoring tools like: ScienceLogic and Cisco Meraki, engage with cross functional teams to notify the issue and take proper actions accordingly to maintain normal CI integration.
- Generated Reports on Power BI: Transformed imported data (excel) in power query editor to optimize error free resource datasets, parallelly build insights for trends, errors & total count of configuration items by Profiling, grouping, transform techniques.
- Partnering with Solutions Architects: Collaborate and assist in the design, development and implementation of new, enhanced and integrated systems, processes and applications so as to provide recommendations and options to Senior and Executive management.
- Managed Health scorecards: Monitor 360 degree dashboards and health scorecards and to remediate the risk factors for standardized metrics through corrective tasks facilitating corrective decision making approach further.
- Import bulk data to CMDB: Import Excel files through Load Data module, developed dependency mapping to ensure no CI remains orphaned, boosting overall CMDB correctness metric.
Business/ Data Analyst
Tech Mahindra
India
05.2014 - 06.2019
- Provided data management Solution to all IT business needs: Liaised with upstream and down steam stakeholders within ETL data management processes, gather required information while performing data trend and root cause analysis for assigned tasks or user stories. Support all IT business needs and provide end-to-end data-driven solution through translating complex data into actionable insights through engaging storytelling presentations
- Data Analysis using Python and SQL: Retrieved Telco data from specified path in UNIX, leveraging them in internal data analysis using Python lists, data-frames and clean up functions. Provide data driven insights on customer, product and Billing.
- Implement Transform and Maintain System Data Quality: Managed & transformed data using Excel & MS Power Query editor, conducting data audits regularly to maintain proper Data quality within the System.
- Conduct Data Analytical Initiatives: Drove data analytical initiatives including statistical analysis, trend analysis, Error analysis utilizing excel functions and formulas (e.g., Excel, Pivot Tables, Charts) to identify and report data discrepancies and deviations incorporating corrective measure within the data ecosystems.
- Partnering with the Project Manager in development: Assist the project team through business case objectives, i.e. process change, requirements definition, problem definition, design principles, etc.
- Delivered Service Request Management & IT SaaS Services: Responsible for delivering Service Requests, Change, Incident, Order, and Configuration management requests for system release, update, user groups, functions, GAT configurations, customer onboarding etc.
- Developed Release Notes & Reports: Collaborate and engaged with stakeholders to prepare Release Notes, Ad hoc reports, technical documentation. Leverage Share point file or folder system to upload and manage.
Education
Bachelor of Technology - Computer Science
West Bengal University of Technology
01-2013
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12-2021
Skills
- Technical Business Analysis: Test Case development, API Data mapping, Process Flow diagrams, Baseline Requirements, Operational procedure documents, Continuous Improvement & Optimization
- Data Analysis: Data cleansing, Data Profiling, Data Mining, Analytics (SQL & Excel)
- Reporting & Visualization: Excel, Power BI & ServiceNow Reporting on standardized KPIs related to CMDB data compliacy, Change, Incident etc
- Database Management: CMDB, MySQL, Oracle, MS Access
- Tools: Service Now, IBM MAXIMO, ScienceLogic, BMC Remedy, Toad, Putty, MS Excel
- Collaboration Tools: Jira & Confluence
- Data Warehouse: Configuration Management Database (SERVICENOW, IBM – MAXIMO, Remedy), Hadoop
- Programming Languages: SQL, JavaScript, Jelly, Glide API
- ETL: Ab Initio
- Data Discovery Tools: Spectrum, ScienceLogic, Riskvision, Cisco Meraki, ServiceNow Discovery
- Technical Documentation: MS Word, Excel, Spreadsheet
- Soft Skills: Cross-Functional Collaboration, Problem Identification & Resolution, Innovative Thinking, Decision-making
Certification
- Atlassian Agile Project Management Professional Certificate
- NASBA Continuing Professional Education (CPE) Certified Power BI Essential Training
- Intro to Service Management with ITIL4 by Linkedin
- Hackerrank Silver Badge (SQL)
- Service Configuration Management Specialist Certified by Professional Designations
- MySQL Certification: EJOB India
- PHP and CSS Certification, EJOB India
Languages
English
Timeline
Manager, Client Service Operations
Bell Canada
08.2024 - Current
Associate Operations Analyst
Manulife Canada
08.2022 - 11.2023
Data Analyst II
Telus Canada
02.2022 - 07.2022
Business/ Data Analyst
Tech Mahindra
05.2014 - 06.2019
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Bachelor of Technology - Computer Science
West Bengal University of Technology