Results-oriented and analytical IT professional with 4+ years of experience specializing in business analysis and project management. Proven track record of driving operational efficiency and profitability through innovative solutions. Skilled in requirements gathering, data analysis, stakeholder management, and Agile methodologies. Skilled in effectively communicating and facilitating understanding between technical and non-technical stakeholders.☑️Tier 2, Technical Escalation ManagerIn my role at Rogers Communications, I managed the end-to-end issue escalation process for wireless products, ensuring swift and effective resolution of customer complaints and critical incidents. By fostering strong client relationships through proactive communication and transparent reporting, I contributed to repeat business and referrals. My cross-functional collaboration ensured project requirements were aligned with strategic objectives, driving client satisfaction and operational success. I utilized ServiceNow for comprehensive tracking of records and complaints, enhancing process visibility and accountability.☑️Senior Operations Executive At Infosys, I closely collaborated with stakeholders to understand business requirements and translate them into detailed test scenarios, cases, and scripts, specifically for Debit card platform projects. I implemented Agile principles and utilized tools like Jira and Confluence to optimize project workflows and delivery processes, fostering continuous improvement. My expertise with JIRA facilitated effective project planning, issue identification, progress tracking, and management of software development and customer support activities. Additionally, I executed unit testing procedures for COBOL, PL1, and JCL, integrating seamlessly with the DB2 system to support financial operations.☑️Key Skills:✔️Project Management & Agile Methodologies:Scrum MasterAgile Principles & Tools (JIRA, Confluence)Project Planning & TrackingRequirement Elicitation & AnalysisProcess Improvement & OptimizationBusiness Process Modeling✔️Data Analysis & Reporting:Data AnalysisReporting & Visualization (Tableau)SQL✔️Technical Expertise:Unit Testing (COBOL, PL1, JCL)Integration with DB2 SystemMicrosoft 365✔️Stakeholder Management:Communication & CollaborationStakeholder Requirements TranslationCustomer Support ManagementPassionate about leveraging business analysis, process improvement, and data-driven decisions to drive organizational success in innovative teams,solving complex challenges effectively.E:aditigupta7216@gmail.com