Sr. Business Process Analyst/Project Manager - Business Intelligence
My overall experience is a good mix of Customer Support & Service, People Management, People Processes, Software processes, Quality Testing and Assurance, Business Intelligence and Project Management.
I have been in the IT industry for 10 years now. I started as an L1 Technical Support engineer and was supporting North America, Europe, Middle East Asia and Asia Pacific customers giving technical solutions and escalating product issues as necessary. I worked my way to being part of the L2 escalation team that holds 2nd level support and all escalated product issues where we are closely in coordination with research and development.
Moving forward, after my management training, I gained experience in managing Level 2 and Online support (Email & Chat) operations as a leader. As operations leader, I am in charge of managing overall performance through manual and automated reports. Here, I am heavily exposed in managing Business Intelligence projects.
My experience in my team leader role for Online Group & Escalation Group sparked my fascination with Business Intelligence. Consequently, I got a post in the Business Intelligence team as Business Analyst supporting key individuals in managing their information needs for their performance reviews. Our data intelligence covers performances from low-level operational engineer reports to high-level regional and Global Business Scorecards. Today, I am Sr. Business Analyst and I am heavily engaged in Project management, Analysis, QA & Testing and Post deployment support of Business Intelligence projects such as OLAP Cubes, RS Web Reports, Manual reports & PowerPivot reports.