Ragesh CA
Hennur,Bangalore
Summary
IT professional with 16 years of experience in IT service management, infrastructure support, and POS systems operations. Expertise in ITIL-based service delivery, incident and problem management, and helpdesk operations. Proficient in data analytics and AI, leveraging insights to improve system performance and drive business efficiency.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Data Analytics & Infrastructure Lead
Lulu group India pvt ltd
Kochi, India
03.2024 - 03.2026
- Assisted in creating a scalable MongoDB database for efficient handling of extensive POS transaction data ensuring secure data storage and retrieval.
- Supported a team of developers in building a full-stack application using React for the front end and Node.js with Express.js for the back end.
- Conducted market basket analysis and customer segmentation (RFM analysis) using machine learning techniques in Python and R for actionable business insights.
- Helped develop dynamic dashboards with Power BI and Amazon QuickSight to provide management with real-time insights and data visualisations for informed decision-making, performance tracking, and strategic planning.
IT Incharge
Lulu Mall Fujairah
Fujairah, UAE
04.2016 - 08.2022
- Supported a team of 250 employees by managing and maintaining a wide range of IT equipment, including portable digital terminals, desktop computers, laptops, and POS machines.
- Resolved complex computer software and hardware issues to enhance operational efficiency and reduce downtime.
- Enhanced the use of hardware and software by training users, interpreting instructions, and resolving reported issues.
- Generated comprehensive sales reports using SAP and Excel, empowering managers with critical insights into business data and stock levels.
- Led multiple successful software migration projects. Collaborated with cross-functional teams to plan, execute, and validate the migration process, resulting in enhanced system performance and user satisfaction.
- Supported IT security efforts by applying and overseeing security policies.
Customer Engineer Trainee
HCL Infosystems Ltd.
Thrissur, India
04.2004 - 04.2005
- Assisted over 200 customers with technical support across multiple districts.
- Supported installation, configuration, and updating of operating systems, memory modules, disk drives, and hard drives.
- Troubleshot and configured networks, printers, switches, scanners, internal modems, and external modems.
- Resolved software issues and delivered technical support for Windows 95, 98, 2000, NT, XP, and various database systems.
Education
Post Graduate Program in Analytics and BI - Data Science & AI
The University of Texas at Austin
01-2020
Master of Business Administration - IT Management
Jaipur National University
Dubai01-2019
Bachelor of Science - IT
Sikkim Manipal University
01-2006
Skills
- ITIL 4 Framework
- Incident and Problem Management
- Helpdesk and Service Desk Operations
- SLA and escalation management
- IT infrastructure and troubleshooting
- POS systems support
- Power BI
- Amazon QuickSight
- Python (Pandas, Automation)
- R Studio
- SQL
- Excel (Advanced)
- Machine Learning
- Data Visualization
- Nodejs
- React
- MongoDB
- SAP
- AWS
Certification
- ITIL V4 Foundation
- Google AI Professional Certification
- Google Generative AI Leader
Languages
English
Advanced
C1
Malayalam
Proficient
C2
Hindi
Intermediate
B1
Timeline
Data Analytics & Infrastructure Lead
Lulu group India pvt ltd
03.2024 - 03.2026
IT Incharge
Lulu Mall Fujairah
04.2016 - 08.2022
Customer Engineer Trainee
HCL Infosystems Ltd.
04.2004 - 04.2005
Post Graduate Program in Analytics and BI - Data Science & AI
The University of Texas at Austin
Master of Business Administration - IT Management
Jaipur National University
Bachelor of Science - IT
Sikkim Manipal University