Pune District, Maharashtra, India
Detail-oriented and analytical professional with proven expertise in operations analysis, business intelligence, and project coordination. Currently working on a large-scale IT program, I specialize in auditing incident and service request data to enhance performance and end-user satisfaction. Proficient in Power BI, Excel, and process improvement methodologies, I transform complex data into actionable insights that drive operational efficiency. With certifications in Six Sigma, Business Analysis, and AI, I am passionate about data-driven decision-making and continuous improvement.
• Collaborated with cross-functional teams to gather and analyze business requirements for IT service management projects • Interpreted incident and service request data to identify trends, root causes, and improvement opportunities, helping reduce recurring issues by 15% • Designed interactive dashboards in Power BI to provide stakeholders with real-time visibility into operational KPIs and SLA performance
• Assisted in resource management and project coordination to support strategic initiatives. • Developed and maintained Incident dashboards in Power BI, providing insights into workforce trends and performance metrics. • Analyzed business data to support decision-making, reducing operational inefficiencies and enhancing reporting accuracy.
• Improved ticket audit scores from 77% to 93% by implementing rigorous quality checks and feedback mechanisms. • Conducted regular training sessions for Service Desk agents, enhancing their performance and adherence to quality standards. • Achieved a 5% increase in overall end-user CSAT by providing continuous feedback and support to the service desk team.