Agrima Dixit

I am a results-driven Technical Business Analyst with expertise in server management and project management. Skilled in troubleshooting, optimizing systems, and collaborating with teams to deliver efficient solutions. I have a proven ability to bridge business needs with technical implementation, ensuring high client satisfaction and smooth project execution

Technical and Business Operations Analyst at Amdocs (2022-08 – 2025-09)

Amdocs provides software and services for communications, media, and financial services

• Analyzed and resolved technical exceptions in Order to Activation (O2A) processes, ensuring 100% seamless delivery of enterprise services like HISA, IPTV, and C-VOIP, while leveraging MS365 Exchange to improve communication and service reliability
• Collaborated with cross-functional teams in Waterfall environments, identifying inefficiencies and optimizing workflows, resulting in a 25% increase in process efficiency and alignment of technical solutions with business needs
• Used SQL and Excel to analyze data, troubleshoot issues, and provide actionable insights, driving a 30% improvement in decision-making speed and performance optimization
• Applied BPMN for process modeling and MS tools to enhance communication, reducing misalignment between business and technical teams by 20%, ensuring successful project execution
• Performed root-cause analysis for recurring issues by analyzing logs, SQL data, and system behavior, reducing incident turnaround time by 30%
• Managed real-time ticket allocation, ensuring optimal workload distribution and SLA compliance across teams
• Built daily dashboards using Excel and SQL, improving visibility into ticket trends and team performance
• Provided insights into volume patterns, agent capacity, and operational bottlenecks, leading to a 25% efficiency improvement
• Automated repetitive reporting tasks using formulas, pivot tables, and macros, reducing manual effort by 40%
• Created workflow and process models using BPMN, improving communication between business and technical teams

B.Com – G.S College of Commerce (2019-08 – 2022-06)

12th – Bhavan's Lloyds Vidya Niketan (2017-06 – 2019-06)