Hi, I’m
MADHU SUDHAN REDDY GODA
Analyst
Guntur,AP
Summary
Analyst blending service desk operations through ServiceNow, Active Directory,Microsoft Intune, and clear incident documentation. Resolves L1 and L2 incidents in ServiceNow, manages Active Directory access tasks, and documents support trends for performance improvement. Recently upskilled in Data Analytics with a focus on Python, SQL, Excel and visualization tools like Power BI and Tableau.Builds stronger reporting support with SQL, Python, reporting, and data analysis. Strengthens operations by turning ticket data into usable insights and improving customer communication during escalations.
Overview
3
Languages
1
Certification
5
years of professional experience
Work History
HCL Technologies LTD
Analyst
01.2022 - Current
Job overview
- Resolve 20-25 support tickets per day across regions while meeting SLA expectations through ServiceNow.
- Perform Active Directory tasks, including password resets and group access changes, to keep user access current.
- Monitor service desk metrics and identify process gaps to improve team performance and ticket handling.
- Resolve end-user issues clearly and professionally to improve customer satisfaction and reduce repeat follow-ups.
- Document support cases and incident details for reporting, helping management use data for decision-making.
- Develop stronger data handling and database reporting skills through SQL, Python, Excel, Tableau, and Power BI tasks.
Collabera Technologies PVT LTD
Analyst
07.2021 - 01.2022
Job overview
- Handle 15-20 high-priority tickets per shift while routing urgent requests for immediate attention.
- Manage high-volume ticket queues, prioritizing urgent requests and keeping cases moving to resolution.
- Deliver timely, accurate, empathetic support across telephone, chat, and email interactions.
- Serve as the primary point of contact for IT queries, directing users to the right resources and next steps.
- Escalate critical incidents promptly while keeping communication clear throughout resolution.
- Support new-team onboarding by training peers on service desk procedures, tools, and best practices.
Education
Koneru Lakshmaiah Education FoundationAndhra Pradesh, India
Bachelor of Science from Mechanical Engineering
05-2020
Skills
SQL
Python
Tableau
Microsoft Power BI
Microsoft Excel
Active Directory
ServiceNow
Bomgar
Data modeling
Data Cleaning and Preprocessing
Statistical Analysis
Conditional Formatting
Root cause analysis
Dashboard design
Dashboard Development
Requirements gathering
Product metrics analysis
Insight presentation
Training / Courses
- Data Science — Learnbay
- Electric vehicle — ISIE (2018-2019)
Certification
ITIL 4 Foundation
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Analyst
HCL Technologies LTD
01.2022 - Current
Analyst
Collabera Technologies PVT LTD
07.2021 - 01.2022
Koneru Lakshmaiah Education Foundation
Bachelor of Science from Mechanical Engineering