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, NS
04.2024
B. Tech in Computer Science & Engineering -
College of Engineering
Kerala
07.2019
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.