Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Anurag Mathur

Toronto,ON

Summary

An experienced IT professional with over six years of experience as a System Analyst and IT Specialist, bringing expertise in data ETL, visualization, and reporting. Possesses a Bachelor's degree in Computer Science and an MBA degree, with a solid understanding of Finance, Telecommunication, and IT operations domains. Proficient in working with large datasets and leveraging Excel, Tableau, and Power BI to create insightful reports and dashboards for stakeholders. Passionate about staying up-to-date with the latest industry trends and best practices in data analysis. A collaborative team player who excels in identifying areas for process improvement and leveraging data insights to drive business decisions.

Overview

6
6
years of professional experience

Work History

Technical Support Engineer

MongoDB
09.2021 - Current
  • Creating and maintaining custom reports and support KPIs dashboards using data visualization tool Tableau
  • Analyze trends and historic data to improve processes.
  • Responded to support requests from end users and patiently walked individuals through database related issues.
  • Work on product readiness and keep track of upcoming releases.
  • Troubleshoot data-related issues and providing recommendations for optimizing data structures and query performance
  • Conduct root cause analysis on data-related issues and using this information to drive process improvements and product enhancements within MongoDB
  • Provide technical leadership and mentorship to junior technical support engineers on data related topics and tools
  • Served as primary point of contact for support relating to owned solutions and products.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Performed root cause analysis of reported issues to decisively discern and enact corrections.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.

IT Manager

Digitcom Telecommunications
01.2020 - 09.2021


  • Developed and maintained key performance indicators (KPIs) for the IT department using Excel, regularly reporting on progress towards these metrics and using the data to identify areas for improvement.
  • Utilized Salesforce to generate reports on customer data and case resolution, providing valuable insights to upper management on customer behavior and support team performance.
  • Utilized Excel to clean and manipulate customer data in Salesforce, ensuring accuracy and consistency of customer information for improved reporting and analysis.
  • Create and deliver presentations to upper management, highlighting data-driven insights on IT operations, expenses, and project status.
  • Utilized Tableau to develop and implement data analysis processes to identify trends, patterns, and potential issues in the support ticket data. Created reports to track and communicate these findings to upper management.
  • Led a project to automate the support ticket categorization process and utilized Python programming to develop the automation scripts, resulting in reduced manual intervention and improved accuracy.
  • Utilized Salesforce to manage customer support cases, and collaborated with cross-functional teams to improve the ticket handling process, resulting in a 20% reduction in response time and a 30% increase in customer satisfaction ratings.
  • Coordinated with external vendors and service providers to ensure seamless integration of new technologies and systems
  • Mentored and trained team members on the use of various tools and technologies including Salesforce, Excel, PowerPoint, JIRA, Tableau, and others, to improve their skills and performance.
  • Guided organizational technology strategy and roadmaps.
  • Communicated regularly with stakeholders concerning data exchange and technology integration.

Systems Analyst

Department Of Education, Delhi
04.2018 - 10.2019

System Analyst

GMO Globalsign
04.2017 - 04.2018

Education

MBA - International Business & Finance

Amity University
India
04.2014

Bachelor of Science - Computer Science

Amity University
India
04.2011

Skills

  • Excel
  • Tableau
  • Business Management
  • Data Profiling
  • Data Mining
  • Reporting Tools
  • Data Visualization and Presentations
  • Python Programming
  • Business Requirements
  • Structured Query Language (SQL)
  • Presentations and Decks
  • Advanced Excel Spreadsheet Functions
  • Jupyter Notebook
  • Data and Analytics
  • SQL
  • Git
  • Writing Queries
  • Agile Framework Understanding
  • Dashboard Creation

Websites

Timeline

Technical Support Engineer

MongoDB
09.2021 - Current

IT Manager

Digitcom Telecommunications
01.2020 - 09.2021

Systems Analyst

Department Of Education, Delhi
04.2018 - 10.2019

System Analyst

GMO Globalsign
04.2017 - 04.2018

MBA - International Business & Finance

Amity University

Bachelor of Science - Computer Science

Amity University

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