Experience

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  Huawei technologies

  Nov 2006 - Aug 2008

  Application and software engineer

  • Performed as first level support for a telecom Company's operation team (Citycell Bangladesh)• Worked closely with Huawei project teams to implement software upgrades and post release UAT• Monitored system performance tool and reported accordingly• Performed call trace, loop back test, forced call etc. while resolving issues• Collected billing CDR from iGWB and crosschecked with billing server

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  Whitecall ltd.

  Nov 2013 - Jun 2014

  Business analyst and market researcher

  • O&M (Operation and Maintenance) Software requirement analysis• Prepared process documents on existing business workflow• Incorporated requirement changes and updated customers on regular basis• Product planning, monitoring, market research and business scope analysis

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  Just energy

  Jul 2014 - Mar 2019

  Member of customer retention and renewal teamManaged customized product pricing and rate tracking processesAutomated multiple manual tasks as a part of "Business Process Improvement Initiative"Trained offshore team members to improve operational efficiencyHighlights:1. Manage projects from initial scoping to final release. Business process improvements, process mapping and documentation. Also design process control and consulting stakeholders as an SME.2. Developed full-scale project plan for “Renewal Process Automation”. In doing so, analyzed business requirement, coordinated with multi-tier stakeholders and implemented processes using SQL based script and Excel.3. Utilized “Six Sigma” process to enhance customer retention workflow that handled customized pricing with minimum resource allocation. Specifically, streamlined contract renewal process for US East and Midwest markets.4. Built SQL based “Product Rate Tracking” system to identify and track varying product rates on a monthly basis. Also, implemented an Excel based supporting calendar for scheduled notification.5. Trained offshore (India) resource team in SQL based processes, Price Analysis, Market Study, Campaign Management and Product Setup.6. Prepared process documents on 13 recurring tasks and shared across the team through Microsoft SharePoint as part of Knowledge Base enhancement and “Task-portability” initiatives. 7. Developed SSRS reports to extract and analyze the business impact of growth in customer base, revenue and energy consumption. Achievements:1. Designed and developed Renewal process for customized pricing- which resulted in reduction of FTE by 52%.2. Successful implementation of “Rate Tracking” system helped increase regional revenue by 5% in last quarter of FY2019.3. Trained offshore team despite having local time differences and assisted them to become fully functional and self-sustainable within 3 months.4. Co-authored 10+ training manuals for entry level team members. Show less Responsible for analyzing and planning market penetration, expansion and re-entry. Monitored business trends and prepared pricing models. Worked closely with Customer service and Operation teams to identify customer and market demand and initiated product update, as required.Highlights:1. Owner of regional market products (New acquisition and retention)2. Collected, analyzed and documented business requirements related to new product launch3. Continuous monitoring of existing processes to ensure compliance with market specific rules 4. Create and update business process documentation to facilitate knowledge sharing 5. Extract data on demand using SQL queries 6. Analyze and validate critical business information 7. Prepare strategic reports and present recommendations to executive committee.Achievements:Massachusetts market re-entry- Worked as the project lead and outlined market requirements, analyzing current customer base with existing products, designing of new products, researching and designing pricing models, coordinating meetings with stakeholders to stay within defined time line. Show less Worked as a member of application support team to troubleshoot issues with custom built in-house application. This involved understanding the nature of the problem, analyzing root causes, implementing immediate work around as well as proposing long term solution.Highlights:1. Analyzed current business processes using data mining and trend analyzing and introduced automated reports. 2. Collaborated with business groups to identify gaps in existing process and provided recommendations for improvement3. Collaborated with other teams and gathered user requirement to use as an input to prepare Technical documents for development teams4. Contributed towards knowledge management by preparing process documents (know how) on completed tasks/projects 5. Used PowerBI in corporate reporting and created SSRS based reports for operational end users.Achievements:1. Ad-hoc report migration for Cloud-based application: Worked as a report migration team member to translate and transform existing SSRS adhoc reports to be used in cloud based application. Exposed with XML data extraction and application structure in cloud environment. 2. EDI Data point migration: Maintained communication with all the stakeholders. Created requirement document, test cases and test plans. Executed test plans to ensure timely completion of project. Show less

  • Senior Business Analyst

    May 2018 - Mar 2019

  • Business Analyst

    Aug 2016 - May 2018

  • Business System Analyst

    Jul 2014 - Aug 2016
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  Bmo financial group

  Jun 2019 - now

  Member of Product Analytics team, focused on North American Retail ProductsResponsible for Analytical report development using SQL and SASReport Automation and scheduling through AutoSys platform.Tools/Technology: SQL, SAS, AutoSysHighlights and Achievements:1. Transformed 20+ daily and weekly manual reports into automatic scheduled jobs. This automation project has been saving more than 9 man-hours per week since May 2020. 2. Automated 60+ monthly manual reports, which saved 15 man-hours per month since June 2020.3. Implemented DB table based distribution list for automated reports/jobs. 4. Executed end-to-end analytical report development, which included Requirement Analysis, Report Designing, Data Extraction and Manipulation, Testing and Automation. 3 significant reports were developed for Audit department, Affinity Partners and Merchant Campaigns.5. Co-managed Month-End processes for last 12 months. The task involved monitoring of automated jobs on AutoSys platform; troubleshooting of job failures, if any; modifying report code when required and updating the team on job progress. 6. Received appreciation from higher management in multiple instances for maintaining below average response time on adhoc data-pull requests. Show less

  • Manager, Product Analytics

    Sept 2021 - now

  • Senior Analyst

    Jun 2019 - Sept 2021