Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Devi Balaraman

Portland

Summary

Experienced data analyst with a proven track record of delivering impactful insights and driving business decisions. Proficient in data visualization, statistical analysis, and database management, with a strong emphasis on teamwork and adaptability. Recognized for reliability, analytical thinking, and a results-driven approach. Skilled in SQL, Tableau, and Excel to provide robust data solutions and strategic recommendations.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Data Analyst

ERPA
09.2021 - 07.2023
  • Cleaned and transformed raw datasets using Excel Power Query and SQL.
  • Automated weekly reporting process, reducing manual work by 40%.
  • Gather data from finance and marketing departments
  • Build statistical analysis models from large datasets
  • Analyze quantitative data to understand customer behavior
  • Create modeling of structured and unstructured data
  • Developed interactive dashboards using Power BI to monitor sales performance and customer retention.
  • Tools Used: Excel, MySQL, Tableau

Data Analyst

Computer Science Corporation
10.2010 - 10.2013
  • Manage the planning and development of design and procedures for metrics reports.
  • Created visually impactful dashboards in Excel for data reporting by using pivot tables and VLOOKUP.
  • Extracted, interpreted and analyzed data to identify key metrics and transform raw data into meaningful, actionable information.
  • Responsible for preparing the Global Enterprise Operational Reports, SLA reports for Global Service Desk, Access Management & Workflow Management.
  • Generating all L1 and L2 Service Level Reports on Daily, Weekly, Monthly and Quarterly basis and publishing the same for the management and clients.
  • Providing Team performance reports and SLA metrics to country Leads, Service Executive and Service Level Managers
  • Successfully interpreted data to draw conclusions for managerial action and strategy
  • Providing any Adhoc reports and metrics as and when required by Service Executive, Service level managers and clients.
  • Attending calls with the customer & higher management about the team performance and improvements.
  • Automate the metrics reports using VBA macros
  • Significant Achievements:
  • Have provided proactive trend analysis which has helped to reduce the missed ticket count significantly for APAC region by maintaining 100% SLA all months.
  • Helped in providing specific trend analysis in Resolution and Response SLA.
  • Trend Analysis on ticket volume and CTI’s are done for bringing down the Incident SLA thus maintained at 98% service level.

MIS Analyst

Hewlett-Packard Global Business Operations
08.2008 - 09.2010
  • Managed HP Customers by monitoring daily Service metrics.
  • Responsible for publishing Weekly and Monthly SLA performance dashboards to the Regional Managers and Country Leads.
  • Preparing SLA reports, Utilization reports & Process-on time metrics for managers as well as for customers
  • Generate Periodic metric reports and illustrate the status to management as well as customer’s on a monthly basis
  • In Charge of generating reports using tools like SIEBEL CRM
  • Responsible for Incident, Problem and SLA report for HP Commercial Customers.
  • To ensure all the process is adhered to Process Metrics as defined in SOW.
  • Attending calls with the customer & higher management about the team performance and improvements.

Senior Analyst

Hewlett-Packard Global Business Operations
09.2004 - 07.2008
  • Transaction processing being the main business, processed contracts of US, Canada and LAC regions for various amendments requests.
  • Preparing quotations for the products and services opted by the customer and then converting them to contracts based on the receipt of consent from the customers.
  • Also, renewing the contracts at the end of the contract period.
  • Making changes in support level and also adjusting the financial aspect upon Customer request.
  • Setting up contracts to the customers based on their requirement – which involves credit worthiness of the customer, payment terms and sending inquiry quote(s) for their approval.
  • Point of contact for HP Service Executive and Account Executive with relation to accounting queries.
  • Effectively communicated with front office customers in providing on-line support and explaining necessary queries raised from back office and having those clarified.
  • SPOC for Escalations and performance metrics.
  • Mentoring the team, coordinating meetings and preparing reports for the team.

Education

Bachelor of Science - Mathematics

University of Madras
04.2004

Skills

  • MS SQL Server
  • MySQL
  • Tableau
  • MS Excel and PowerPoint
  • Data analytics
  • Data Visualization
  • Quantitative methods
  • Statistical Computing Methods
  • Research Data Management
  • Communication

Certification

  • ITIL v3 Foundation
  • Meta Data Analyst

Timeline

Data Analyst

ERPA
09.2021 - 07.2023

Data Analyst

Computer Science Corporation
10.2010 - 10.2013

MIS Analyst

Hewlett-Packard Global Business Operations
08.2008 - 09.2010

Senior Analyst

Hewlett-Packard Global Business Operations
09.2004 - 07.2008

Bachelor of Science - Mathematics

University of Madras

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