Akshay Kumar Bhattiproulu
Data Analyst
Hyderabad
Summary
With a solid IT services background, I have excelled for over 9 years in delivering end-to-end service and consistently improving customer satisfaction (CSAT). My expertise also includes ensuring compliance with service level agreements (SLAs), consistently exceeding client expectations. As a detail-focused Data Analyst, I possess extensive knowledge in data warehousing, process validation, and business needs analysis. These skills enable me to effectively analyze complex data sets and provide valuable insights to drive business growth.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Data Analyst
Tata Consultancy Services
Hyderabad
12.2022 - Current
- Leading end-to-end IT service delivery for diverse clients, focusing on CSAT, incident management, QA, and adherence to SLAs/KPIs
- Lead a team to design, implement, and optimize business processes using innovative tools and tech
- Committed to leveraging expertise for client value and continuous growth in IT
- Achievements: Consistently achieved high client satisfaction and retention with value-added solutions for a global clientele
- Produced monthly reports using advanced Excel spreadsheet functions.
- Used statistical methods to analyze data and generate useful business reports.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Utilized data visualization tools to effectively communicate business insights.
IT Technical Analyst
[24]7.ai
Hyderabad
07.2020 - 08.2022
- Assisted clients with issues on Windows OS, Mac, and printers
- Troubleshoot network, system, and application issues to resolve malfunctions
- Managed PC installations, software updates, and performance optimization
- Met and exceeded weekly and monthly targets, consistently ranking as a top agent
- Remotely resolved Outlook, Skype, and VPN problems and handled escalations from various sources
- Achievements: Supported customer accounts, achieving a 95% satisfaction rating over 12 months
- Enhanced system performance by identifying and resolving complex technical issues.
- Reduced security risks by conducting thorough vulnerability assessments and implementing robust security measures.
Review Analyst – BPS Wing & Intelenet Global Services
Wipro Limited
Hyderabad
04.2016 - 07.2019
- Assisted in assessing and resolving developer queries
- Engaged in client meetings to refine policies, procedures, and efficiencies
- Performed root cause analyses on compliance issues
- Daily interactions with developers, Google Sales Team, and Program Manager via email regarding ToS violations
- Led developers towards license purchase or followed up through shutdown procedures and bug fixes
- Achievements: Served at Google India, conducting compliance checks against Google Maps API Terms of Service
- Participated in audits, ensuring compliance with industry regulations and standards.
- Proactively identified potential issues within reviewed documents, reducing instances of oversights or inaccuracies.
Technical Support
Axiata Info Solutions
PUNE
01.2015 - 03.2016
- Boosted company reputation by resolving customer-product disputes with expert technical advice
- Assisted users with VPN issues, showcasing virtual private network troubleshooting expertise
- Addressed VDI performance issues, ensuring efficient user support
- Managed O.S
- Builds, Outlook repairs, and printer setups, demonstrating wide-ranging sysadmin skills
- Achievements: Resolved hardware/software issues for 15+ daily users, focusing on Windows OS and network problems
- Achieved a 95% direct resolution rate for trouble tickets, avoiding senior specialist escalations
Education
Bachelor of Science - Computer Science
Osmania University
India 06.2011 - 11.2014
Skills
Customer Service Excellence
Troubleshooting
Data analysis
Data visualization and presentations
SQL
Python programming
Statistical analysis
Analytical problem solving
Data validation
Data cleaning
Profile Snapshot
- Accomplished Business Process Lead with 9+ years in the IT customer service sector, excelling in end-to-end service delivery, CSAT improvement, and SLA compliance.
- Expert in team leadership for business process optimization with innovative technologies, enhancing client satisfaction and operational efficiency.
- Skilled in troubleshooting Windows OS, Mac, network issues, and managing software updates, contributing to high performance and system reliability.
- Proficient in remote support for Outlook, Skype, VPN issues, and exceeding performance targets through effective problem-solving.
- Dedicated to professional growth and delivering value-added solutions, achieving notable client retention and satisfaction.
Timeline
Data Analyst
Tata Consultancy Services
12.2022 - Current
IT Technical Analyst
[24]7.ai
07.2020 - 08.2022
Review Analyst – BPS Wing & Intelenet Global Services
Wipro Limited
04.2016 - 07.2019
Technical Support
Axiata Info Solutions
01.2015 - 03.2016
Bachelor of Science - Computer Science
Osmania University
06.2011 - 11.2014
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