Satya Mandapati
Galway, Ireland,Ireland
Summary
Detail-oriented Technical Support Engineer transitioning to Data Analyst, with 4+ years of experience in troubleshooting, root cause analysis, and data-driven decision-making. Proficient in SQL, Python, and data visualization tools like Power BI and Tableau. Passionate about leveraging data to optimize business operations and improve user experience. Seeking a Data Analyst role to apply analytical skills and drive data-driven insights.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Operations Support Analyst
Providence Healthcare
India
03.2023 - 07.2024
- Analysed customer support data to identify recurring issues, leading to a 15% reduction in ticket volume through proactive solutions.
- Developed automated reports using Excel & SQL to track system performance and improve troubleshooting efficiency.
- Collaborated with cross-functional teams to optimize internal data management and reporting processes.
- Created Power BI dashboards to visualize system errors and performance trends, helping leadership make data-driven decisions.
- Conducted root cause analysis by querying databases, extracting logs, and identifying patterns in technical issues.
Senior Helpdesk Analyst
DXC Technology
India
12.2021 - 03.2023
- Provided expert support for Microsoft apps, enhancing user satisfaction and process efficiency.
- Optimized Office 365 and SharePoint solutions, achieving measurable improvements in resolution rates.
- Analyzed support ticket trends using SQL queries, identifying recurring technical issues and improving resolution efficiency by 15%.
- Assisted in training junior support engineers on using Power BI for data visualization and SQL for issue tracking.
Technical support engineer
Inspiredge IT Solutions
India
12.2020 - 12.2021
- Supported global end users, resolving 1st level issues, enhancing satisfaction.
- Recommended network improvements, fostering operational efficiency.
- Analyzed complex technical issues, delivering timely solutions to external users across global regions. Streamlined escalation processes, enhancing overall service quality.
- Handled technical calls, ensuring swift issue resolution.
Education
Computer Science Engineering
NSRIT
Hyderabad, India /2016 - /2020
Skills
- Programming & Query Languages: SQL, Python (Pandas, NumPy), Excel (Advanced)
- Data Visualization: Power BI, Tableau, Excel Dashboards
- Databases & Tools: MySQL
- Other Tools: Jira, ServiceNow, Google Analytics, Microsoft Office Suite
- Soft Skills: Problem-Solving, Analytical Thinking, Stakeholder Communication
Certification
Data Analysis Projects (Self-Initiated & Certifications)
- Customer Support Trend Analysis (SQL, Power BI)Extracted and analyzed support ticket data using SQL to find patterns in customer complaints.
Built an interactive Power BI dashboard to track issue trends, reducing repeat issues by 20%.
- Sales Data Insights (Python, Pandas, Matplotlib)Cleaned, processed, and visualized sales data to identify key revenue drivers.
Provided insights that could optimize pricing strategies and increase revenue by 8%.
Timeline
Senior Operations Support Analyst
Providence Healthcare
03.2023 - 07.2024
Senior Helpdesk Analyst
DXC Technology
12.2021 - 03.2023
Technical support engineer
Inspiredge IT Solutions
12.2020 - 12.2021
Computer Science Engineering
NSRIT
/2016 - /2020
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