Gouthami Sheshagiri Hegde
Technical Business Analyst
Hamilton
Summary
CSM-certified professional with an MBA and a background in Computer Science, transitioning from 3+ years in cloud/software support to Technical Business Analysis. Skilled in bridging business needs with technical solutions, combining hands-on experience with strong communication and problem-solving skills to drive value across teams.
Overview
5
5
years of professional experience
Work History
Intern- Healthcare App Development Project
Demola Global
01.2024 - 05.2024
- Conducted in-depth research on youth healthcare challenges in Scotland to define business needs and support the development of a proactive healthcare app addressing alcohol and drug misuse.
- Collaborated with stakeholders and cross-functional teams to gather requirements, analyze user pain points, and draft solution features aligned with strategic objectives.
- Presented project demos to diverse audiences and applied business analysis techniques to improve app functionality, user experience, and long-term engagement.
SW/APP/Cloud Support Analyst
Accenture
01.2020 - 09.2022
- Led cross-functional discussions with business and technical teams to identify, analyze, and document business requirements for cloud-based applications, improving alignment with operational goals by 30% through better communication and streamlined requirements gathering.
- Mapped and documented current application workflows, improving the efficiency of development teams by 25% by providing clear and detailed technical specifications for user-centric solutions
- Collaborated with IT and QA teams to perform user acceptance testing (UAT) and ensure all system changes met business requirements.
- Used SQL queries to analyze system performance, providing actionable insights that led to a 15% improvement in system performance and a 20% reduction in downtime by addressing bottlenecks identified from data
Customer Smart Advisor
Intelcia
09.2024 - Current
- Led outbound call campaigns to assist customers with booking smart meters, leveraging clear and empathetic communication to improve customer engagement and satisfaction. By actively listening to customer feedback and identifying pain points, I successfully streamlined the booking process, resulting in a 20% increase in customer satisfaction and a 15% reduction in booking delays
- Conducted requirement gathering sessions with business stakeholders to identify key needs and translate them into actionable insights, ensuring alignment between business objectives and technical solutions
Education
MBA - Business Administration
The University Of West Of Scotland
Glasgow, United Kingdom 04.2001 -
Bachelor of Science - Bachelors of Computer Science Engineering
The Oxford College of Engineering
Bengaluru India 04.2001 -
Skills
Agile & Scrum Methodologies
Requirements Gathering & Documentation
JIRA & Confluence
Business Analysis
Problem Solving & Critical Thinking
Stakeholder Management
Visulization tool: Power BI
SQL
Cloud Platform Azure , AWS
Data Analysis & Interpretation
Certified Scrum Master
Certified ScrumMaster (CSM) – Proficient in Agile methodologies, sprint planning, and cross-functional team facilitation
Timeline
Customer Smart Advisor
Intelcia
09.2024 - Current
Intern- Healthcare App Development Project
Demola Global
01.2024 - 05.2024
SW/APP/Cloud Support Analyst
Accenture
01.2020 - 09.2022
MBA - Business Administration
The University Of West Of Scotland
04.2001 -
Bachelor of Science - Bachelors of Computer Science Engineering
The Oxford College of Engineering
04.2001 -