Prajakta Hundekari

Work History

Hewlett Packard Enterprise

Bengaluru

09.2019 - 07.2024

Assisted team leads and managers by analyzing service request data and creating Power BI dashboards to track key performance metrics, including:
Case resolution time (TTR) and technician efficiency.
Server failure trends and recurring issues.
Customer satisfaction (CSAT) scores and support effectiveness.
Created interactive Power BI reports that helped optimize team rostering, workload distribution, and issue prioritization based on case volume and server impact.
Worked with Salesforce Service Cloud to extract, track, and visualize ticket resolution trends, helping leadership improve operational efficiency.
Conducted root cause analysis (RCA) for critical failures, leveraging Power BI to showcase patterns in failure rates and identify areas for process improvements.
Collaborated with teams to track key performance metrics (KPIs) such as SLA compliance, response times, and issue resolution rates.
Conducted trend analysis on support tickets to categorize recurring issues and recommend process improvements, reducing downtime and enhancing system stability.

Hewlett Packard Enterprise

Bengaluru

12.2017 - 09.2019

Provided technical support for HPE ProLiant, Blade , Synergy servers (up to Generation 11) & OneView software through calls and emails, ensuring quick issue resolution.
Diagnosed, installed, configured, and troubleshot hardware and software issues related to RAID configurations , NIC teaming, BIOS/firmware, and driver updates.
Worked with Salesforce Service Cloud to create, track, and manage cases, ensuring proper documentation and SLA compliance.
Conducted root cause analysis (RCA) for critical failures and collaborated with cross-functional teams to improve server reliability and uptime.
Provided best practices for system performance optimization, reducing hardware failures and improving client satisfaction.
Took full ownership of support cases from initiation to resolution, ensuring efficient troubleshooting and follow-through.
Proactively assisted customers in troubleshooting complex issues, reducing repeat incidents by 10% through targeted knowledge sharing.

IBM India Pvt Ltd

Bengaluru

01.2017 - 12.2017

Provided technical support via chat and email, diagnosing and resolving issues for IBM internal end users related to servers, mainframes, and enterprise applications.
Delivered remote infrastructure support, troubleshooting network, system performance, and software-related issues to minimize downtime.
Conducted problem cause analysis, reviewing system logs and error reports to identify recurring technical issues and improve resolution efficiency.
Resolved routine customer problems, ensuring SLA compliance and maintaining high customer satisfaction scores.

BYJU's INDIA

Bengaluru

06.2016 - 12.2016

Developed proposals and presentations that effectively communicated the value of our solutions to potential clients, securing numerous contracts.
Maintained accurate records of all prospecting activities using CRM software tools for effective lead tracking and follow-up efforts.
Engaged with customers to build business relationships.
Contributed to annual sales targets by consistently meeting or exceeding individual performance goals across various territories.
Extracted and analyzed customer engagement and sales data from the CRM using SQL, identifying key performance trends and business insights.
Designed and maintained Power BI dashboards, visualizing lead conversion rates, sales performance, and customer retention metrics for strategic decision-making.
Conducted data-driven sales forecasting and business trend analysis to improve customer targeting and sales efficiency.