PAVAN KUMAR
Business Analyst
Bangalore
Summary
Business Analyst with over 10 years of experience spread across fields of operations, administration and training and certification domains. Known for excellent administrative skills, flexibility, quality analysis and auditing.
Overview
10
10
years of professional experience
Work History
Business Analyst 3
RED HAT INDIA PVT LTD
10.2016 - 12.2023
- Worked for GLS (Global Training and Certification) project and dealt with various stakeholders (EMEA, North America, LATAM and APAC) to define key customer experience metrics and build custom dashboards for executive team to track performance
- Educate business partners and ensure alignment on key performance and customer-centric indicators
- Develop several cases for introduction of new SKU's based on stakeholder's requirements
- Analyze and refine key metrics to measure effectiveness of experience improvement initiatives
- Assist with building and maintaining library of customer personas to establish customer experience design principles
- Support development of standard customer journey mapping to establish understanding of current state
- Project management and review
- Use analytical tools to understand most important customer journeys and assists with building business case for ways to improve retention and satisfaction along those journeys and customer life cycle
- Ability to communicate effectively with technical, business resources, all levels of management and external stakeholders
- Work with other departments and cross-functional teams to create, coordinate, and lead specific initiatives that directly impact and improve customer experience
- Provide consistent, ongoing departmental and cross-functional communications to keep stakeholders and interested parties informed of activities and progress
- Automated tasks using smart sheet and other tools
- Trying to understand discrepancies in PO and invoice conflicts and share better solution
- Risk management during course retirement and manage impact on existing customer
- Auditing offerings created for several delivery partners and organizations before it is published on website
- Built reports on customers course usage analysis after purchase to predict subscription renewals
- Prepared weekly revenue report for North America and EMEA regions based on which quarterly changes were made
- Designed complex business processes to manage several enterprise deals with organizations
- Worked with systems such as salesforce, Service Now, Oracle, Red Hat ROLE.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams
- Optimized workflow processes to enhance overall productivity and achieve operational excellence
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions
Senior Operations Professional (SQL DBA)
IBM PVT LTD
09.2015 - 10.2016
- Implementation of SQL Logins, Roles and Authentication Modes as part of Security Policies for various categories of User Support
- Backup client databases and perform database restore as required
- Monitoring SQL server performance, transactions, and deadlocks
- Recovering databases from backup in disasters
- Effective implementation of Point in time recovery procedures
- To analyze long running slow queries and tune same to optimize application and system performance
- Trouble shooting maintenance plans.
- Reported issues to higher management with great detail
- Oversaw daily operations, ensuring seamless integration of multiple departments and functions
Systems Executive
COGNIZANT
08.2013 - 08.2015
- Monitor Server and Networking devices and providing L1 troubleshooting to issues
- Worked in Global Operation Center as part of Remote management center and contributed Shared services
- Worked under Incident Management in organizations which are driven by ITIL principles which comprise sending critical incident notification to customer
- Worked for more than 21 clients in shared service environment and managed customer infra devices using SCOM and ERP tools integrated with Remedy 7.0.6.1(Ticketing tool).
- Reduced downtime by proactively monitoring system health and addressing potential issues
Education
BCA BACHELOR OF COMPUTER APPLICATIONS -
CANARA COLLEGE
Mangalore 06.2010 - 05.2013
Skills
Problem Solving, critical thinking, decision making
Excellent Communication skills
Advanced Excel skills
Additional hands on experience in MS-SQL, Python, Linux
Advanced smart-sheet knowledge
Experience working in a Scrum Agile Framework
Problem Solving, critical thinking, decision making
Problem Solving, critical thinking, decision making
Excellent Communication
Organization and Time Management
Good Telephone Etiquette
Interpersonal Communication
Research
Accomplishments
- Recipient of the ‘Top-gun' award for two consecutive years being the best performer in the project at Red Hat.
- Best new comer award in Cognizant.
Additional Information
Proficient in MS Office: Excel, Word, PowerPoint., Good knowledge in Google suite., Trained on smart-sheet automations., Trained and Certified in Python and Machine learning., Certified in MS-SQL Administration.
Timeline
Business Analyst 3
RED HAT INDIA PVT LTD
10.2016 - 12.2023
Senior Operations Professional (SQL DBA)
IBM PVT LTD
09.2015 - 10.2016
Systems Executive
COGNIZANT
08.2013 - 08.2015
BCA BACHELOR OF COMPUTER APPLICATIONS -
CANARA COLLEGE
06.2010 - 05.2013