Kumar Jonnadula
Vijayawada
Summary
Data Analyst with experience in OutSystems application operations and incident management. Skilled in analyzing incident and problem tickets to identify trends, risks, and KPI gaps. Proficient in tracking SLA performance, resolution times, and ticket backlogs to drive improvements. Collaborated with teams to enhance SLA compliance and achieved a 20% reduction in ticket volume through data-driven insights. Strong skills in SQL, Power BI, and Excel for reporting and performance analysis.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Analyst
HCL
01.2025 - Current
- Monitored and analyzed incident and problem tickets across multiple teams to identify trends, recurring issues, and potential risks impacting service KPIs.
- Tracked key performance metrics such as SLA adherence, resolution time, and ticket backlog to highlight gaps and drive performance improvements.
- Investigated high-priority tickets with long pending durations or SLA breaches, collaborating closely with technical teams to expedite resolution.
- Designed and developed interactive Power BI dashboards to visualize incident and problem ticket performance, enabling real-time tracking of KPIs and data-driven decision-making.
- Identified automation opportunities and improvements in workflow processes to reduce manual effort and improve ticket turnaround time.
- Contributed to customer satisfaction improvements by proactively reducing recurring issues by ~20% and ensuring consistent, high-quality service delivery.
OutSystems Reactive Associate
HCL
09.2021 - 01.2025
- Provided technical support and troubleshooting for OutSystems applications, resolving issues related to functionality, performance, and system integration.
- Performed root cause analysis to identify underlying problems in OutSystems applications and worked with developers to implement permanent fixes and preventive measures.
- Created and maintained knowledge-base documentation, including support cases, resolutions, and best practices, enhancing customer self-service and system reliability.
Education
B. Tech - Electronics And Communications Engineering
G.V.R & S College of Engg And Technology
Guntur, India01.2021
Intermediate - MPC
Nehru Niketan Junior College
Guntur, India01.2017
Secondary School Certificate - SSC
Z.P.H.S High School
Guntur, India01.2015
Skills
- Databases: SQL Server, MySQL
- Programming Languages: Python, C
- Data Analysis & Visualization: Microsoft Excel , Microsoft Power BI
- Low-Code Platform: OutSystems
Certification
- 2022 Associate Reactive Developer Outsystems
- 2023 AWS Cloud Practitioner
Timeline
Analyst
HCL
01.2025 - Current
OutSystems Reactive Associate
HCL
09.2021 - 01.2025
B. Tech - Electronics And Communications Engineering
G.V.R & S College of Engg And Technology
Intermediate - MPC
Nehru Niketan Junior College
Secondary School Certificate - SSC
Z.P.H.S High School
AWARDS & APPRECIATIONS
- Recognized by HCL as a Champion for driving improvements in application performance, optimizing operations, and contributing data-driven insights that enhanced service quality.
- Received an appreciation letter from the client for effectively managing operations, troubleshooting issues, and supporting deployment processes.