Summary
Overview
Work history
Education
Skills
Websites
Custom
Timeline
AccountManager

Aravind Lanke

Hounslow,UK

Summary

I am a recent MSc Data Science graduate with hands-on experience in automation (Power Automate), ServiceNow workflows, and Power BI dashboards, passionate about optimizing business process and enhancing user experience. Proven ability to reduce manual efforts, streamline ticketing systems, and improve data integrity through technical and analytical solutions. Adept at collaborating with global teams to drive operational efficiency. I have Right to work in the UK.

Overview

6
6
years of professional experience
5
5
years of post-secondary education

Work history

Service Delivery Specialist

DXC Technology India Pvt Ltd
Chennai
12.2021 - 01.2023
  • Analyzed 150+ monthly IT system reports to identify trends via ServiceNow and improve SLA compliance by 25%.
  • Automated ServiceNow ticket categorization using Python, saving 35% manual processing time.
  • Developed Power BI dashboards for tracking system KPI's, accelerating response time by 40%.
  • Conducted root cause analysis of system anomalies reducing incident resolution time by 20%.

Student Services and Computer Administrator

Prathibha Vocational Junior College
Hyderabad
08.2018 - 11.2021
  • Managed and maintained college database with 800+ student records, and academic data entry.
  • Assisted faculty and administrative staff with IT-related support and troubleshooting.
  • Ensured data security, backups, and system updates for smooth operations.
  • Handled admissions, student registrations, and assisted students with technology-related queries. Prepared and formatted official documents, reports, and presentations.
  • Managed user accounts, permissions and access rights to facilitate operational efficiency.

Customer Support Executive

Allsec Technologies Ltd
Chennai
10.2016 - 05.2018
  • Provided 1st line of support for 100+ customer inquiries daily via Phone, Chat and Remote, reducing average response time by 25% and increasing customer satisfaction by 15%.
  • Escalated critical technical issues to higher-level support, cutting resolution time for escalated cases by 30% and improving first call resolution rates.
  • Collaborated with internal teams to streamline service workflows, boosting issue resolution efficiency by 20% and enhancing overall customer support operations.
  • Applied active listening and conflict resolution strategies, achieving 80% positive resolution rate and increasing customer retention by 15%. Maintained detailed records of interactions for future reference and follow-ups.

Education

MSc - Data Science

Coventry University
Coventry
01.2023 - 01.2024

Electronics and Communication Engineering - Electronics and Communication

GITAM University
Visakhapatnam
07.2012 - 05.2016

Skills

  • Python
  • Pandas
  • NumPy
  • scikit-learn
  • SQL
  • PySpark
  • ETL
  • Power BI
  • Tableau
  • ServiceNow workflows
  • Excel
  • Power Automate
  • Data Management
  • Cross Team Collaboration
  • Knowledge of itil frameworks

Custom

Data Science Projects, 01/01/23, 01/01/24, Coventry, UK, Deep Learning and the Art of Recommendation: A Look at the Netflix Recommender System, Processed over 1M+ Netflix ratings using data normalization and sparse matrix embeddings, optimizing memory usage by 30% and improving data handling efficiency., Designed a hybrid recommendation model integrating collaborative filtering and deep learning, achieving a 16% increase in recommendation accuracy using TensorFlow, Keras, and Factorization Machines., Accelerated computational efficiency by 20% through parallel processing and batch optimization in Python., Engineered advanced features using Pandas and NumPy, incorporating time based interactions, user rating trends, and movie popularity, leading to a 14% improvement in model prediction accuracy., Analyzing Customer Data Tickets and Visualizing the Data using Tableau, Implemented a Logistic Regression model in Pyspark to predict customer's satisfaction, improving accuracy to 71% by optimizing feature selection and handling imbalanced classes., Performed extensive data preprocessing and feature engineering, reducing data inconsistencies by 20% through missing value imputation, categorical encoding, and normalization techniques., Developed interactive Tableau dashboards like Bar chart, Bubble chart, Heat map, Box plot, enabling a 25% faster identification of customer satisfaction trends based on gender, ticket type and priority supporting data-driven decision making.

Timeline

MSc - Data Science

Coventry University
01.2023 - 01.2024

Service Delivery Specialist

DXC Technology India Pvt Ltd
12.2021 - 01.2023

Student Services and Computer Administrator

Prathibha Vocational Junior College
08.2018 - 11.2021

Customer Support Executive

Allsec Technologies Ltd
10.2016 - 05.2018

Electronics and Communication Engineering - Electronics and Communication

GITAM University
07.2012 - 05.2016

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