Dimple Choudhary
Cobblebank
Summary
Detail-oriented Business Analyst with expertise in business analysis and process improvement, with 5+ years of experience in the local council and government sector. Well-versed in liaising between IT professionals and business leaders to transform business goals into actionable improvements and profitable outcomes. Proficient in Agile methodologies and experienced in leading cross-functional teams to deliver successful projects on time and within the budget.
Overview
17
17
years of professional experience
Work History
Business Analyst
Melton City Council
07.2018 - Current
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Performed gap analysis to identify areas of improvement.
- Executed analysis of risks and identified risk mitigation strategies.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Executed analysis of risks and identified risk mitigation strategies.
- Implemented business intelligence solutions to increase operational efficiency.
- Mapped processes to holistically examine business flow and identify improvement opportunities.
- Applied honed problem-solving skills to analyze and resolve issues impacting customer satisfaction.
- Assessed business requirements to forecast annual budgetary operational costs.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
- Project worked on - ERP upgrade, Under BTP (Business Transformation Program) - Qikkids implementation, Maintenance Management System and Contract Management System
Desktop Support Lead/Team Coach
Department of SA Health, DXC Technology
07.2013 - 07.2018
- Responded to SA Health staff inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Generated reports to track performance and analyze trends.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed, configured and maintained computer systems and network connections.
Remote Support Engineer
Westpac Information Technology
05.2011 - 07.2013
- Handling technical queries from internal staff of Westpac, Bank of Melbourne and St George staff
- Provided basic end-user troubleshooting and desktop support.
- Created and Activated accounts for new staff.
- Managed staff's expectations of support and technology functionality in order to provide positive user experience.
- Documented support interactions for future reference.
- Followed up with internal staff to verify optimal customer satisfaction following support engagement and problem resolution.
- Compiled and accurately entered data for each customer encounter to record in system.
Assistance Team Manager
FIS (Fidelity Information Services)
01.2008 - 08.2010
- Managing the operations of the team
- Overlooking and ensuring a smooth workflow
- Guiding the team to complete their tasks
- Managing the schedule and delegating tasks to team members
- Motivating the team and solving problems
- Strategizing plans to achieve team goals in a timely manner within the stipulated time frame
- Creating and nurturing a positive work environment to boost productivity
- Resolving queries and problems of the team members
- Establishing effective communication between the team and the stakeholders.
Senior Technical Analyst
IBM Daksh
04.2007 - 01.2008
- Handling queries and building customer relations through inbound calls
- Helping and providing support to people in solving their technical problems relate to HP laptops, printers, scanner and faxes
- Resolving the issue on first point of contact
- Ensuring all pertinent information regarding each call is to be logged in call tracking application database
- Providing first level support in relation to networking, PC and printer issues
- Providing support regarding remote access issues
Education
Certification - Business Analysis Fundamentals
Udemy
2019
Master of Business Administration -
Amity University
01.2013
Bachelor of Arts -
Delhi University
01.2010
Hardware and Networking Diploma -
CMC limited (IBM)
01.2007
Skills
- Business Process Mapping
- Business Process Improvement
- Workflow Analysis
- Agile Methodologies
- Gap Analysis
- Requirements Gathering
- Stakeholder Management
- Critical Thinking
- Problem Solving
- Customer Relationship Management
References
Available upon request
Timeline
Business Analyst
Melton City Council
07.2018 - Current
Desktop Support Lead/Team Coach
Department of SA Health, DXC Technology
07.2013 - 07.2018
Remote Support Engineer
Westpac Information Technology
05.2011 - 07.2013
Assistance Team Manager
FIS (Fidelity Information Services)
01.2008 - 08.2010
Senior Technical Analyst
IBM Daksh
04.2007 - 01.2008
Certification - Business Analysis Fundamentals
Udemy
Master of Business Administration -
Amity University
Bachelor of Arts -
Delhi University
Hardware and Networking Diploma -
CMC limited (IBM)
Similar Profiles
Elizabeth SingletonElizabeth Singleton
MCH - Clinical Nurse Educator (Contract Position) at Melton City CouncilMCH - Clinical Nurse Educator (Contract Position) at Melton City Council
Mumtahina MasudMumtahina Masud
Vacation Care Supervisor at Melton City CouncilVacation Care Supervisor at Melton City Council
Laura SullivanLaura Sullivan
Graduate Planner at Melton City CouncilGraduate Planner at Melton City Council
Rhys GrafRhys Graf
Chef de Partie at Three Bags Full CafeChef de Partie at Three Bags Full Cafe
ADESHVIR SINGHADESHVIR SINGH
Volunteer at Age CareVolunteer at Age Care