Dec 2024 – Jun 2025 · 6 mos · Oshawa, Ontario, Canada · Hybrid

• Analyzed and optimized workflows using business process modeling to identify inefficiencies and recommend process improvements.
• Conducted gap analysis & risk assessments to mitigate potential vulnerabilities in operational processes.
• Developed comprehensive business cases, briefing notes, and executive-level communications.
• Provided expert advice on financial data collection, reporting, and analysis tools (e.g., Ontario Tax Programs) to support evidence-based decision-making.
• Coordinated design, development, and implementation of business processes aligned with objectives.
• Created structured documentation such as data specifications, data models, data flow diagrams, data dictionaries, and metadata artifacts to support data governance and solution development.
• Led cross-functional project teams, managed task coordination, and engaged stakeholders to ensure timely delivery of business objectives.
• Utilized in-depth knowledge of database design, structure, and data management principles to support accurate research, reporting, and decision-making processes.
• Led cross-functional projects using change and project management best practices, including stakeholder engagement, budget oversight, scheduling, and risk mitigation across competing priorities.
• Developed and executed test strategies for system implementations, ensuring user acceptance.

Jan 2023 – Dec 2024 · 1 yr 11 mos · Canada · Hybrid

• Conducting in-depth analysis of the CGI industry, including market trends, competitive landscape, and emerging technologies, to identify opportunities for business growth and improvement.
• Analyzed business needs to formulate processes, use cases, and evaluated current system capabilities using various techniques.
• Conducted requirements gathering and elicitation sessions with business users, Subject Matter Experts (SMEs) and other stakeholders to define and document business requirements.
• Utilized various requirement elicitation techniques such as brainstorming sessions, workshops, interviews (group or 1-on-1), document analysis, root cause analysis, and gap analysis to map as-is and to-be processes.
• Created swim lane diagram utilizing Business Process Model and Notation (BPMN) in MS Visio to build the new to-be process design for various projects and clients.
• Developed and maintained project plans, timelines, and budgets to ensure successful project delivery and client satisfaction.
• Collaborated with technical teams to ensure that business requirements are translated accurately into technical specifications and that solutions meet business needs.
• Facilitated product backlog refinement, sprint retrospective, sprint review, sprint planning, and daily scrum meetings.
• Developed project artifacts as business requirements document (BRD), functional requirements document (FRD), requirement traceability matrix and business process for documenting and presenting innovative business and IT solutions to stakeholders.
• Performed functional testing, regression testing, and created UAT test scenarios and test cases from the functional requirements. Also provided feedback to development teams to ensure that software solutions meet business requirements.
• Participated in the development of business proposals, including cost estimates, project scope, and timelines, to win new business and expand existing client relationships.

May 2022 – Jan 2023 · 8 mos · Canada · On-site

• Managed Customer Relationship Management and updates using Suite Solution, resulting in improved customer satisfaction and increased repeat business.
• Provided customers with awareness of all promotions and advertisements, resulting in increased sales.
• Utilized Suite Solutions CRM and RQ for managing and updating inventory, ensuring that stock levels were maintained at optimal levels and orders were fulfilled accurately and in a timely manner.

Jun 2019 – Aug 2021 · 2 yrs 2 mos

• Conducted requirement gathering through interviews, surveys, and workshops to provide solutions for clients
• Identified and proactively included relevant stakeholders and communicated effectively.
• Reviewed sensitive documents and prepared Business case documents and Vision & Scope documents for clients.
• Documented best practices relevant to Business Operations and assisted with regular updates of training material and other documents by working with both internal and external stakeholders.
• Participated in cross-functional discussions to drive issues, challenges, prioritization efforts and change management.
• Proactively reached out to stakeholders to identify opportunities to create formal documentation of processes and activities.
• Built reports, dashboards, and models to analyze, report, and present data to identify opportunities for improvement of key business metrics using Tableau, Google Analytics, Firebase etc.
• Formulated EPICS, user stories and tasks, while also defining and evaluating acceptance criteria.
• Managed and maintained Jira project board and confluence space to ensure full adoption of the agile framework.
• Determined and applied appropriate methodologies and tools for analyzing a range of functional and/or cross-functional issues
• Referred complex stakeholder issues to upper-level management for resolution.
• Evaluated the advantages after implementing changes and determined criteria for success by utilizing reports and dashboards.
• Worked with the business to map current state and future state processes and proposed/consulted on solutions using Software Development Life Cycle (SDLC) and Agile methodologies

Jun 2018 – May 2019 · 11 mos

• Provided first-level technical support on Dell supplied products and peripherals using documented procedures and available tools
• Used troubleshooting techniques and tools to identify technical issues and resolve the issues for customers
• Actively supported the customers in all aspects through to problem resolution, keeping the customers informed and updated throughout life of incident
• Maintained knowledge of Dell's product line and service offerings
• Identified and provided inputs on unique or recurring customer problems
• Installed and configured computer systems, diagnosed hardware and software faults and solve technical and applications problems, either over the phone or in person.
• Responsible for the smooth running of computer systems.
• Prioritized and managed several open tickets at one time by looking at the criticality of the issue.
• Conducted safety checks on computer system and equipment for clients.