Results-driven professional with 8 years of experience in various support roles, demonstrating a strong passion for data analytics. Currently pursuing a Google Data Analytics course to enhance skills and knowledge in the field. Proven ability to quickly grasp new concepts and apply them effectively. Exceptional analytical, problem-solving, and critical-thinking skills honed through years of experience in support positions. A dedicated and proactive team player with excellent interpersonal and communication abilities. Seeking an entry-level position in data analytics to leverage emerging skills and contribute to data-driven decision-making processes.
Hi, I’m
Pragnya Dacha
Newark,CA
Summary
Overview
9
years of professional experience
4
years of post-secondary education
Work History
ConnectiveMelbourne, Victoria
Application Support Analyst
04.2021 - 05.2023
Job overview
- Providing support to clients via chat, phone, email and remote access.
- Experience in using Zendesk ticketing tool and Zendesk chat to work on incidents and requests according to ITIL framework.
- Take charge of the Mercury CRM platform to ensure brokers receive exceptional assistance in utilizing the Connective CRM software.
- Engage in the collaborative process of developing the Nexus app platform.
- Transforming brokers' feedback, issues, and bugs into comprehensive reports and escalating them to the development team for further enhancements.
- Conducting audits and ensuring the Connective Wiki resources and articles pertaining to Mercury are meticulously maintained, up to date, and comprehensive.
- Analyzing, diagnosing, debugging, troubleshooting, reporting, and escalating complex issues, broker queries, and bugs to the Development team via the Jira platform.
- Logging and reporting feedback, suggestions, and ideas for future development in both Mercury and Companywide domains.
- Coordinating with third-party entities such as lenders, NextGen, LoanApp, ALI insurance, etc., to ensure seamless collaboration and efficient processes.
- Providing comprehensive training to new Onshore/Offshore staff and brokers on all platforms.
- Managing the level 1 help-desk team and collaborating with various departments within the Company.
- Collaborating closely with developers, analysts, and project managers to expedite incident resolutions and ensure smooth project execution.
Fujitsu, ToyotaMelbourne, Victoria
IT Service Desk Analyst
01.2020 - 04.2021
Job overview
- Delivering comprehensive client support through various channels including phone, email, remote access, and on-site assistance.
- Providing Level 1 and Level 2 end-user system support to customers, adhering to the ITIL framework for addressing issues, queries, and faults.
- Collaborating with the Desktop team at client sites and actively participating at the IT Service Station to directly assist end users.
- Leveraging administration tools such as Active Directory, Adobe Admin Portal, and MS Exchange Control Portal to effectively manage user accounts and access.
- Executing escalation tasks and meeting SLA requirements as directed by management.
- Categorizing and prioritizing end user support requests and incidents by utilizing ServiceNow ticketing system, ensuring real-time status updates and information.
- Reporting major incidents promptly, engaging relevant support teams and MIM (Major Incident Management) as necessary.
- Conducting On-boarding tasks, including email setup and access provisioning for new hires.
- Performing Off-boarding tasks to deactivate access for users no longer associated with the business.
- Collaborating with vendors to provide comprehensive support for Dealers Applications to Toyota Dealers across Australia.
- Providing training and assistance to new team members, supporting them in their tasks and incident reporting when needed.
- Utilizing ServiceNow as a platform for managing tickets, requests, reports, and knowledge articles, including creation and updating of articles.
- Applying and incorporating ITIL concepts to adhere to best practices for incident and problem management.
- Identifying recommended procedures and policy changes to enhance operations.
AmazonHyderabad, Telangana
Customer Service Representative
11.2015 - 02.2019
Job overview
- Provided comprehensive customer support to both internal and external customers, ensuring their needs were met effectively.
- Managed customer interactions globally through various channels such as chat and emails.
- Served as an Interim Trainer, delivering training to new hires and sharing best practices acquired during tenure at Amazon, focusing on process efficiency and effective communication.
- Utilized SQL queries to extract data from Amazon Redshift for analysis and reporting purposes.
- Created performance-based reports as part of the Interim Trainer role.
- Mentored new hires in real-time, providing instant feedback and effective coaching to improve productivity and maintain quality metrics.
- Conducted data mining, performed quality analysis, and prepared reports for management when required.
- Participated in Kaizen (Problem Management) events, contributing to problem analysis, root cause investigation, and optimal resolution.
VerizonHyderabad, Telangana
Technical Associate
11.2014 - 10.2015
Job overview
- Primarily responsible for delivering technical support to Verizon DSL customers based in the US through phone communication.
- Proficiently diagnosed and resolved a wide range of network issues by providing guidance and troubleshooting assistance over the phone.
- Conducted thorough troubleshooting for PC-related issues, specifically focusing on TCP/IP configuration and operating systems.
- Utilized various in-house administration development tools and online resources to effectively address customer concerns and provide appropriate resolutions.
- Effectively utilized a trouble ticketing system to track customer interactions and ensure efficient problem resolution.
- Delivered basic IT support to customers and served as a Subject Matter Expert (SME) for new hires, assisting in their training and onboarding process.
Education
JNTUHHyderabad
Bachelor of Science from Information Technology
06.2010 - 03.2014
University Overview
Skills
Experienced in ticketing tools such as ServiceNow, Zendesk, BMC Remedy and Jira
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Timeline
Application Support Analyst
Connective
04.2021 - 05.2023
IT Service Desk Analyst
Fujitsu, Toyota
01.2020 - 04.2021
Customer Service Representative
Amazon
11.2015 - 02.2019
Technical Associate
Verizon
11.2014 - 10.2015
JNTUH
Bachelor of Science from Information Technology
06.2010 - 03.2014
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