BRENDA MORA GARITA
Business Analyst
San José
Summary
As a Business Analyst and Scrum Master, I have successfully bridged the gap between business needs and technical solutions, driving efficient project execution and fostering a collaborative team environment.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Business Analyst
DXC Technology
11.2021 - 09.2024
- Conducted thorough stakeholder interviews and facilitated workshops to capture and document business requirements, translating them into actionable user stories and acceptance criteria.
- Analyzed existing processes and systems to identify areas for improvement, recommending and implementing solutions to enhance efficiency and align with business goals.
- Developed and maintained detailed documentation, including requirements specifications, process flow diagrams, and user guides, ensuring clarity and alignment across project teams.
- Led Agile Scrum ceremonies such as daily stand-ups, sprint planning, sprint reviews, and retrospectives, supporting team alignment and continuous improvement.
- Promoted Agile best practices and guided the team through the adoption of Scrum methodologies, removing impediments and fostering a productive and agile work environment.
Business Analyst
NTT Data
- Set up and controlled user profiles and access levels for each database segment to protect important data, Tested programs and databases to identify issues and make necessary modifications, Wrote and maintained technical and functional specifications to document database intentions and requirements, Coordinated with project management staff on database development timelines and project scope, Understanding Business Requirements, Decision-Making & Problem-Solving, Creating a detailed business analysis, outlining problems, opportunities, and solutions for a business
Salesforce Analyst
3M Global Service Center
04.2019 - 01.2020
- Coordinated with project management staff on database development timelines and project scope, Wrote and maintained technical and functional specifications to document database intentions and requirements, Set up and controlled user profiles and access levels for each database segment to protect important data
Technical Support Engineer
Tek Experts
04.2017 - 11.2018
- Provide technical support for Windows Server clients, specially on Active Directory, Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments, Resolved issues and escalated problems with knowledgeable support and quality service, Worked with team members to improve performance and implement training updates after being promoted to Team Lead on the same product
IT Analyst
Lion Resources
02.2016 - 03.2017
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks, Provided solutions to operations issues for users of the same company, working closely via phone, email, live chat and web teleconference with end users, Broke down and evaluated user problems using test scripts, personal expertise and probing questions, Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team, Explained technical information in clear terms to non-technical individuals to promote better understanding, Configured hardware, devices and software to set up work stations for employees, Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions, Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
Customer Service Executive
Amazon
11.2015 - 02.2016
- Peeked season customer service agent, Addressed on average 100 inbound customer calls daily, Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat, Hosted forums for current and prospective customers to share concerns, thoughts and ideas, Transferred calls to relevant department for further assistance, Provided basic troubleshooting and product set-up support for customers, Listened to customers' questions and concerns to provide answers or responses, Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers
IT Analyst
Amazon Support Services
11.2018 - 04.201
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks, Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions, Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution, Explained technical information in clear terms to non-technical individuals to promote better understanding, Engaged end-users and answered questions via email, phone, website live chat and in forums
Education
High School Diploma -
Liceo De Coronado
San José, SJ 12.2009 -
Bachelor of Administrative Studies: Process Management - undefined
UAM
Some College (No Degree): Computer Science Engineering - undefined
UNED
Skills
Systems administration
Reporting and documentation
Troubleshooting and Diagnostics
Technical Support
Software Installation
IT Support
Data Analysis
Performance metrics evaluation
Creative problem-solving
Concise time management
Presentation materials
Team Leadership
Gap analysis
Data Mapping
Business process mapping
Data collection and analysis
technical writing
Business planning
Operations Analysis
Business Planning
Microsoft Office Suite
Workflow Analysis
KPI Tracking
Certification
Salesforce Administrator
Timeline
Salesforce Administrator
03-2022
Business Analyst
DXC Technology
11.2021 - 09.2024
Scrum Master Certified
07-2020
Salesforce Analyst
3M Global Service Center
04.2019 - 01.2020
IT Analyst
Amazon Support Services
11.2018 - 04.201
Technical Support Engineer
Tek Experts
04.2017 - 11.2018
IT Analyst
Lion Resources
02.2016 - 03.2017
Customer Service Executive
Amazon
11.2015 - 02.2016
High School Diploma -
Liceo De Coronado
12.2009 -
Business Analyst
NTT Data
Bachelor of Administrative Studies: Process Management - undefined
UAM
Some College (No Degree): Computer Science Engineering - undefined
UNED
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