Niroopa Renangi
Coventry,England
Summary
Results-driven Business and Systems Analyst with expertise in requirements gathering, incident management, and data analysis. Skilled in SQL, database querying, and advanced data reporting using Microsoft Excel and Power BI. Experienced in stakeholder management, technical documentation, and user acceptance testing within ITIL. Focused on utilising analytical skills to enhance business efficiency through innovative solutions.
Overview
5
5
years of professional experience
Work history
IT Analyst
Lexron Information Technologies
2023.05 - 2024.12
- Analysed business requirements and translated them into functional specifications to align IT solutions with business needs.
- Performed system testing and supported User Acceptance Testing (UAT) to validate system functionality and user satisfaction.
- Create dashboards and reports using SQL and Power BI.
- Investigated production issues and coordinated with development teams to ensure timely resolution and minimise downtime.
- Monitor application performance and recommend system improvements.
- Support IT service management activities following ITIL best practices.
- Prepare technical documentation, process flows, and user guides.
- Key Achievements
- Reduced incident resolution time by 30% through process improvements.
- Automated weekly reporting, saving over 10 hours of manual work per week.
- Successfully supported multiple application deployments with a minimal timeline.
IT Support Analyst
Lexron Information Technologies
2022.02 - 2023.04
- Managed incidents and service requests through HP Service Manager.
- Managed ATM and banking application incidents using HP Service Manager, achieving accurate ticket categorisation, prioritisation, and SLA compliance.
- Achieved 98% SLA compliance for incident resolution.
- Diagnosed software, hardware, and network issues.
- Collaborated with business users to diagnose and resolve technical issues, enhancing overall user experience.
- Supported deployment of software patches, configuration updates, and firmware upgrades for ATM machines, ensuring system reliability and performance.
- Improved customer satisfaction scores through proactive support.
- Maintained system documentation and knowledge articles.
- Identified significant milestones achieved in role.
Service Desk Analyst
Tech Support Services
2019.07 - 2022.01
- Provided first-line technical support for Diebold associates via calls and tickets, ensuring timely resolution of issues.
- Recorded incidents and resolutions to enhance knowledge base and improve future support.
- Administered Active Directory user accounts and permissions to maintain security and access control.
- Installed, configured, and maintained Windows desktops and software.
- Escalated complex issues to infrastructure and application teams.
Education
Bachelor's Degree - Computer Science, Information Technology
TKR Institute of Technology (TKRCET)
Hyderabad, IndiaSkills
- SQL & Database Querying
- Data Analysis & Reporting
- Microsoft Excel (Advanced)
- Power BI
- ITIL Framework
- Incident & Problem Management
- User Acceptance Testing (UAT)
- Requirements Gathering
- Business & Systems Analysis
- Root Cause Analysis
- Stakeholder Management
- Technical Documentation
- ITSM Tools: HP Service Manager, Agile Jira
- Databases: SQL Server, MySQL
- Cloud: Microsoft Azure (Basic)
- Programming: SQL, Python (Basic)
- Version Control: Git
- Operating Systems: Windows, Linux (Basic)
Soft Skills
- Analytical Thinking
- Problem Solving
- Communication
- Team Collaboration
- Time Management
- Adaptability
- Attention to Detail
Timeline
IT Analyst
Lexron Information Technologies
2023.05 - 2024.12
IT Support Analyst
Lexron Information Technologies
2022.02 - 2023.04
Service Desk Analyst
Tech Support Services
2019.07 - 2022.01
Bachelor's Degree - Computer Science, Information Technology
TKR Institute of Technology (TKRCET)