Subrajyoti Saha

Data-driven professional with 2.10 years of experience in support roles, seeking to leverage analytical skills in a data analyst role. Proven track record in reducing ticket resolution times by 15%, creating data-driven insights, and improving processes through data analysis and visualization in Excel and SQL.

Wipro,Windows administrator, Incident Management [November, 2021]– Present

• Analyzed over 1,000 support tickets monthly to identify patterns, resulting in a 15% reduction in ticket resolution time by optimizing processes and workflows.
• Created detailed reports and dashboards using Excel to track key performance metricsand identify areasfor improvement.
• Trained and mentored junior team members on using Excel for data reporting, improving their efficiency and reducing errors.
• Documented technical procedures and best practices, ensuring knowledge transfer within the team and reducing onboarding time for new hires.
• Liaised with various departments to ensure that critical issues were escalated and resolved within SLAs, improving service delivery.
• Led a process improvement initiative that identified and resolved bottlenecks in the ticket escalation process, reducing overall ticket backlog by 10%.
• Provided technical support and troubleshooting for end-users, maintaining an average satisfaction rating of 95%.
• Conducted root cause analysis on recurring technical issues, providing management with actionable recommendations that reduced the frequency of incidents by 10%.
• Developed and maintained Excel-based reports and dashboards, tracking key performance indicators (KPIs) and highlighting critical areas for improvement, which improved efficiency by 20%.
• Collaborated with cross-functional teams to streamline data collection and reporting processes, reducing report generation time by 30%.
• Designed a custom escalation matrix to improve ticket prioritization, reducing high-priority incident response time by 25%.