PRIYANKA M.P
Peterborough,ON
Overview
5
5
years of professional experience
Work History
Major Incident Manager
Innovana Solutions Inc (Loblaws Inc)
01.2023 - Current
- Receive reports of Incidents from Application/Service Owner, Crisis Manager, or Users
- Communicate appropriate updates to users contacting the Service Desk
- Initiates Crisis Protocol for any Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service
- Document troubleshooting activities and resolution details in the Incident Work Notes, to provide an accurate timeline
- Analyze and identify possible problem sources to resolve incidents
- Notify the Service Desk when Major Incidents occur and monitor assigned Applications or Services
- Respond promptly to Service Desk messages to join the Crisis Bridge and Facilitate the Crisis Bridge call
- Overseeing the incident management process and team members involved in resolving the incident
- Environment: ServiceNow, Microsoft Teams, SharePoint
- Improved major incident resolution times by implementing efficient processes and communication strategies.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
Business Immigration Analyst
Fragomen, Del Rey, Bernsen and Loewy LLP
11.2020 - 12.2021
- Communicated with, handled, and analyzed data and established strategic alerts including most of the top organizations like Apple, FIS, DFS services, etc
- Handled connect website used for updating client data
- Engaged with clients via email to resolve issues
- Communicated with each point of contact for each ticket for each firm and held conferences
- Streamlined immigration process by effectively analyzing and evaluating applicants'' documents and information.
- Facilitated applicant interviews, gathering critical information to support decision-making processes.
Business Analyst
Kepler Robotics
07.2019 - 10.2020
- Engage clients to gather software requirements/business rules and ensure alignment with development teams
- Elaborated about 3D printing to different organizations and acquired their interests
- Acted as communication link between stakeholders and company
- Design and creation of relational database schemas and SQL queries
- Tracked, extrapolated, and interpreted customer data using Python, SQL, and Excel to report customer behaviors and business
- Work with Business Intelligence tools such as Tableau to develop reports and provide data to stakeholders
Education
Post Graduate Diploma in Business Analytics -
Cape Breton University
Sydney, NS04.2024
B. Tech in Computer Science & Engineering -
College of Engineering
Kerala07.2019
Skills
- C
- C
- Java
- Python
- R
- Power BI
- SQL
- MySQL
- Tableau
- Excel
- MS Project
- Microsoft Office Suite
- MS SharePoint
- Word
- PowerPoint
- Outlook
- MS Access
- Connect
- Incident Management
- Post incident reviews
- KPI Tracking
- Performance Data Synthesis
Personal Information
Title: Data Scientist/ Data Analyst / Business Analyst / Service Now Analyst/ Major Incident Manager
Introduction
A highly competent professional with two years of work experience in ticket analysis, database development compiling, transforming, and analyzing complex information through software and familiar with programming languages. By working with many organizations, I tackled new technological difficulties and built solutions to suit commercial needs. Demonstrated success in identifying relationships and building solutions to business problems. Quick learner who can quickly adapt to new techniques and put them into practice in real-world situations.
PROJECTS
- Furniture Market Database: Created a furniture market database management system for students as part of educational requirement.
- Outlook Migration Project: Managed Outlook Migration Project at Fragomen by gathering and analyzing data of the employees who needed to migrate their emails from another service provider.
- H-1B CAP Project: Coordinated H-1B CAP filing project and managed a team of 30 employees who worked on the project.
- MK Market Research: Conducted market research to help MK Hypermarket decide on whether to introduce selfcheckout lanes in their stores. Gathered, maintained, and analyzed data from more than 100 customers by administering questionnaire and using various data analysis tools.
- ServiceNOW Data Analysis: Analyzed incident data from ServiceNOW to interpret results and helped in the decision making for stakeholders in Loblaws Digital Inc.
Timeline
Major Incident Manager
Innovana Solutions Inc (Loblaws Inc)
01.2023 - Current
Business Immigration Analyst
Fragomen, Del Rey, Bernsen and Loewy LLP
11.2020 - 12.2021
Business Analyst
Kepler Robotics
07.2019 - 10.2020
Post Graduate Diploma in Business Analytics -
Cape Breton University
B. Tech in Computer Science & Engineering -
College of Engineering
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