PRAJWAL MADANKAR
Summary
Dynamic IT Support Analyst with a proven track record at AnkHub Technology, enhancing Office 365 issue resolution by 40%. Skilled in SQL and documentation, I excel in training and mentoring, driving user adoption and compliance. My analytical mindset and proactive approach ensure effective problem-solving and continuous improvement in IT operations.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Support Analyst / Junior Business Analyst (Graduate Level)
AnkHub Technology
01.2022 - 01.2024
- Performed business analysis by analysing incidents, requests, and change items to support software-enabled business operations
- Works with stakeholders to gather business requirements, clarify expectations, and incorporate feedback into documentation
- Produced clear documentation of business requirements, process notes, reporting outputs, and training materials to facilitate team understanding and project alignment
- Conducted data analysis with Excel, SQL, and Power BI to enable informed decision-making and enhance reporting accuracy
- Supported SDLC activities across Agile and Waterfall delivery, contributing to project documentation and UAT preparation
- Informed stakeholders about API-connected systems that enhance ERP and Office 365 workflows, improving integration awareness and system utilization
- Delivered training and mentoring to end users, supporting adoption and continuous learning during system changes
- Demonstrated attention to detail and analytical thinking when tracking requirements, risks, and dependencies
- Applied structured problem solving techniques to identify root causes and escalate issues appropriately
- Proactively learned new tools, processes, and business systems to improve support effectiveness
- Works collaboratively with internal teams and vendors, maintaining professional communication standards
- Improved Office 365 issue resolution time by 40% through clearer documentation and reporting
- Reduced average resolution time by 30% while achieving 97% SLA compliance
- Reduced ERP-related incidents by 20% through improved training effectiveness and clearer requirements
- Achieved 100% GDPR compliance during internal reviews by maintaining accurate documentation
- Reduced repeat support requests by 18% through mentoring, training, and user-focused guidance
Education
MBA - Cloud Computing
Dublin Business School
IrelandBachelor of Engineering - Computer Technology
K.D.K College of Engineering
IndiaSkills
- IT Support & Customer Service
- Troubleshooting
- Windows Server 2016-2022
- Windows 10
- Windows 11
- Office 365 Administration
- Active Directory
- VPNs
- VMware
- Virtual Machines
- Cisco Meraki
- Routers
- Switches
- APs
- ERP Systems
- Epicor ERP
- Dynamics 365
- Power BI Reporting
- End-User Device Purchasing
- Configuration
- Programming Fundamentals
- Python
- SQL
- Documentation
- Training Materials
- Compliance
- GDPR Operations
- IT Operations
- Budget Awareness
- Excel
- API-enabled Business Applications
- Reporting Tools
Certification
- AWS Certified Solutions Architect - Associate
- Cloud Computing Fundamentals
- Deep Learning with Python
Practical Projects
- AWS Cloud-Based Application, Deployed and supported applications on AWS, Implemented access controls and monitored system performance, Gained exposure to cloud risk, security, and compliance considerations
- E-Commerce Application with Analytics Focus, Developed backend logic and database integration, Analysed transaction data to support operational improvements, Improved understanding of business processes and customer experience
Timeline
IT Support Analyst / Junior Business Analyst (Graduate Level)
AnkHub Technology
01.2022 - 01.2024
MBA - Cloud Computing
Dublin Business School
Bachelor of Engineering - Computer Technology
K.D.K College of Engineering