Summary
Overview
Work History
Education
Skills
Projects And Certifications
Languages
Passions
Websites
Timeline
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Rachitha P

Rachitha P

Bengaluru

Summary

I am a Dynamic Technical Lead with four years of hands-on experience in incident management, IT service desk operations, and data analytics. My expertise in ServiceNow, Zendesk, and Excel has enhanced service delivery and optimized workflows. I excel in problem-solving and stakeholder communication, and I am dedicated to leveraging data-driven insights to improve operational efficiency.

Overview

5
5
years of professional experience

Work History

Technical Lead

Cognizant Technology Solutions
Bengaluru
04.2021 - Current
  • Led incident resolution via ServiceNow & Zendesk and improved ticketing processes.
  • Automated reporting with Excel, Power BI, and SQL.
  • Created real-time dashboards for ticket volume and KPIs, enabling faster decisions.
  • Mentored team members, improving productivity and knowledge retention.
  • Developed ITSM best practices with cross-functional teams for seamless operations.
  • Led escalation management processes to ensure swift resolution of critical customer issues, reducing average resolution time.
  • Conducted in-depth DSAT (Dissatisfaction) analysis to identify key pain points and drive improvements in service delivery.
  • Collaborated cross-functionally with technical and operations teams to resolve high-impact issues and improve customer satisfaction.

Sports Analyst

HUDL India
Bengaluru
10.2020 - 04.2021
  • Trained and mentored junior analysts, leading to a 15% improvement in team performance and productivity.
  • Analyzed sports events for national and international tournaments using data analytics tools.
  • Developed insightful performance reports, leading to 20% improvement in player efficiency and team strategies.
  • Worked in a fast-paced, deadline-driven environment, maintaining 99% accuracy in data tagging and analytics.

Education

Post Graduate Certificate - Executive General Management

Indian Institute of Management
Tiruchirappalli, Tamil Nadu
01.2025

Bachelor of Engineering (BE) - Civil Engineering

Dayananda Sagar College of Engineering
Bengaluru, Karnataka
09.2020

Skills

  • Incident Management
  • Queue Management
  • Escalation Management
  • Microsoft Excel
  • PowerPoint
  • ServiceNow
  • Ticketing System
  • Zendesk
  • Power BI
  • MySQL

Projects And Certifications

  • Various analytics and financial projects aimed at improving business performance.
  • Customer Churn Analysis - Developed predictive analytics for e-commerce customer retention.
  • Financial Analysis of Avenue Supermarts (D-Mart) - Evaluated business performance and investment strategies.
  • Reinventing Business Operations Using Data Analytics - IIM Mumbai (10/01/23).
  • Microsoft Excel Beginner to Advanced Certification

Languages

  • English
  • Hindi
  • Kannada

Passions

  • Yoga
  • Watching Movies
  • Cooking

Timeline

Technical Lead

Cognizant Technology Solutions
04.2021 - Current

Sports Analyst

HUDL India
10.2020 - 04.2021

Post Graduate Certificate - Executive General Management

Indian Institute of Management

Bachelor of Engineering (BE) - Civil Engineering

Dayananda Sagar College of Engineering

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Rachitha P