ANJANA VINUKUMAR KRISHNA
Belfast,United Kingdom
Summary
IT Service Management and Business Analytics professional with expertise in Problem & Incident Management, ITIL‑aligned service delivery, and global process compliance. MSc in Business Analytics with strong skills in ServiceNow, Power BI, and RCA reporting to deliver data‑driven insights, optimise processes, and reduce recurring issues. Adept at stakeholder engagement, requirements gathering, and translating complex technical and business needs into actionable solutions.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work history
Billing Advisor
BT
, United Kingdom
2024.08 - 2025.09
- Delivered prompt and accurate resolutions to residential broadband billing issues, maintaining a 95% customer satisfaction rate
- Managed 100+ customer interactions weekly, consistently meeting service-level targets and enhancing user experience.
- Identified recurring billing concerns and partnered with internal teams to streamline processes, cutting resolution time by 20%.
- Maintained full compliance with operational and quality standards during peak volumes, ensuring service consistency and regulatory adherence
Infra Managed Service Associate
Accenture
2022.01 - 2023.08
- Owned the end-to-end Problem Management lifecycle using ITIL framework; led detailed root cause analyses (RCAs) and implemented preventative actions, reducing recurring incidents by 40%.
- Created 11 proactive problem records in 2 months by analyzing incident trends in Power BI and ServiceNow dashboards.
- Collaborated with global infrastructure, incident, and platform teams (Azure, AWS) to resolve P1/P2 incidents.
- Delivered weekly governance updates, Post-Incident Reports (PIRs), and action plans to client stakeholders.
- Documented problem records and RCA findings in ServiceNow; supported internal audits and knowledge sharing.
- Engaged with CAB meetings and gained working knowledge of Change Management principles and risk evaluation.
- Managed vendor orders through Oracle Fusion; achieved a 60% reduction in aged orders via proactive coordination and escalation.
- Conducted monthly internal knowledge-sharing sessions on ITIL best practices and problem reporting protocols.
- Tracked and assigned operational tasks using Trello cards and ServiceNow workflows across IT support teams.
Intern
GRK Nair and Associates
2019.05 - 2019.06
- GST Filing: Assisted in preparing and submitting GST returns for clients, ensuring compliance with tax regulations.
- Data Organization: Arranged financial documents and maintained accurate records to streamline processes for firm operations.
- Bank Finance Documentation: Prepared and filed necessary documents to assist firms in securing bank financing, ensuring timely and accurate submissions.
Education
MSc. - Business Analytics
Queen's University Belfast
2023.09 - 2024.09
Bachelors - Management Studies
University of Mumbai
2017.07 - 2020.03
Skills
- Problem and incident management
- Root cause analysis
- ITIL practices and frameworks
- ServiceNow expertise
- Power BI proficiency
- Trello
- Oracle Fusion applications
- SQL database management
- Advanced Microsoft Excel
- Office 365 applications
- Process Mapping
- Basic Azure skills
- Basic AWS skills
- Documentation and reporting
- Post-incident reporting
- Stakeholder communication
- Team collaboration
- Process improvement strategies
Academic Project
Predictive Modelling for Early Detection of Heart Disease Using Machine Learning
- Developed machine learning models using R on a large CDC healthcare dataset (20,000+ records) to predict heart attack risk with 97.44% accuracy.
- Applied Gradient Boosting, LASSO Regression, and XGBoost algorithms to improve predictive performance and system stability.
- Created data visualizations and reports using Tableau to communicate insights effectively to non-technical stakeholders.
- Followed CRISP-DM framework and incorporated theoretical models (Signalling Theory, Information Asymmetry) for comprehensive problem-solving and feature selection.
Languages
English
Fluent
Hindi
Fluent
Malayalam
Fluent
Additional Coursework
- Company Secretary Foundation
- Forage Accenture North America Data Analytics and Visualization Job Simulation
• Internship experience UK 2024- Business, Operations, and Marketing on Demand
Extra Curricular Activities
- Global Student Ambassador at Queen’s University Belfast.
- Student Member in the Institute of Directors.
Timeline
Billing Advisor
BT
2024.08 - 2025.09
MSc. - Business Analytics
Queen's University Belfast
2023.09 - 2024.09
Infra Managed Service Associate
Accenture
2022.01 - 2023.08
Intern
GRK Nair and Associates
2019.05 - 2019.06
Bachelors - Management Studies
University of Mumbai
2017.07 - 2020.03