A diversified Analysis & Infrastructure support experience for 8 years in Business analysis, Requirements gathering, support executive L1, L2, L3 and customer service executive. Managing L1, L2, L3 support staff scheduling with periodic SCRUM meets. With over 5 years of strong experience in analysis, vision building & project documentation experience. Instrumental in improving processes, products, services and software through data analysis. Responsible for bridging the gap between IT and the business using data analytics to assess processes, determine requirements and deliver data-driven recommendations and reports to executives and stakeholders. Engaged with business leaders and users to understand how data-driven changes to process, products, services, software and hardware can improve efficiencies and add value. Articulating these ideas but also balance them against what’s technologically feasible and financially and functionally reasonable.