NILAY THAKKAR
Chicago,IL
Summary
Graduate student pursuing Master of Information Systems (MIS) with expertise in system analysis, IT governance, and technical support. Proficient in data visualization tools such as Tableau and Power BI, with a strong background in troubleshooting software and hardware issues. Knowledgeable in COBIT, ITIL, and ISO 27001 for effective risk management and compliance. Proven ability to enhance operational efficiency and customer satisfaction through strong problem-solving and communication skills.
Overview
3
3
years of professional experience
Work History
Technical support Executive
Devanshi infotech
09.2020 - 07.2023
- Diagnosed and resolved software-related issues, including system crashes, application errors, and compatibility problems, achieving a 95% first-call resolution rate for client inquiries
- Troubleshot and fixed hardware malfunctions, such as network connectivity issues and peripheral device failures, ensuring minimal client downtime
- Assisted clients with software installation, configuration, and updates, providing step-by-step guidance to enhance usability and functionality
- Analyzed recurring client issues, implemented proactive solutions, and communicated recommendations to the technical team, reducing repeat incidents by 20%
Education
Master of Information Science -
DEPAUL UNIVERSITY
09.2025
BS - Computer Application & Information Technology
Hemchandracharya North Gujarat University
05.2020
Skills
- SQL & Database Management
- Work Breakdown Structure (WBS) & Project Planning Software
- Testing & Quality Assurance
- ERP & Business Systems Support
- SAP Design
- AWS
- HTML & CSS
- JAVASCRIPT
- MY SQL
- C & C
- Python
- Anaconda
- Eclipse
- Tableau
- Power BI
- Problem analysis
- Network troubleshooting
- Project management
Projects
Process Monitoring Presentation and Video: Reviewed and summarized Chapter on Process Monitoring, creating a detailed presentation and engaging YouTube video to explain key concepts like process dashboards, conformance checking, and process mining techniques
System Analysis of Target’s Shopping Platform: Enhanced customer engagement by 20% and reduced inventory processing time by 30% through system analysis and proposing augmented reality and supply chain optimization solutions for Target's retail operations
Project Management and Testing: Collaborated on a group project to develop a web-based ordering system, ensuring product quality as the tester by conducting detailed end-to-end testing to meet functional requirements
Cloud Governance and Risk Management Research: Co-authored a research paper comparing five governance frameworks (COBIT, ITIL, ISO 27001), offering strategies to mitigate cloud computing risks, reduce vulnerabilities by 15%, and improve compliance efficiency by 25%
Work Breakdown Structure (WBS) Implementation: Optimized project timelines by 20% and ensured efficient resource allocation by designing a comprehensive Work Breakdown Structure (WBS) for a large-scale technology project
Timeline
Technical support Executive
Devanshi infotech
09.2020 - 07.2023
Master of Information Science -
DEPAUL UNIVERSITY
BS - Computer Application & Information Technology
Hemchandracharya North Gujarat University
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