Gourav Jindal

Data Analyst

Punjab, India 4+ yrs exp 89 · Excellent

About

Results-driven Data Analyst with 4+ years of experience leveraging SQL, Python, and Power BI to transform large-scale operational datasets into actionable business insights. Proven record of measurable impact: reduced system downtime by 40%, cut Average Handling Time (AHT) by 30%, increased First Contact Resolution (FCR) by 45%, and eliminated 70% of manual data manipulation through automated ETL workflows. Skilled in Python libraries (Pandas, NumPy, Scikit-Learn), machine learning, data visualization, KPI reporting, and ETL pipeline development to drive strategic, data-informed decisions.

Skills & Expertise (37)

SQL Advanced

8.2/10

Years Exp

Python Advanced

8.0/10

Years Exp

Power BI Advanced

8.0/10

Years Exp

Data Analysis Advanced

8.0/10

Years Exp

Data Visualization Advanced

8.0/10

Years Exp

ETL Advanced

7.5/10

Years Exp

MySql Advanced

7.5/10

Years Exp

Statistical Analysis Intermediate

7.0/10

Years Exp

Machine Learning Intermediate

7.0/10

Years Exp

GitHub Intermediate

6.0/10

Years Exp

Data Cleaning Jira Data Modeling KPI Reporting Predictive Modeling Regression Classification Business Intelligence Root Cause Analysis Active Directory Tanium n8n Workflow Automation ETL Pipeline Development ServiceNow Charts VLOOKUP Pivot Tables Microsoft Excel Power Query DAX Seaborn Matplotlib scikit-learn NumPy Pandas CSS HTML

Work Experience

Data Analyst 2 — ITSM/ServiceNow

Vichara Technology

Jan 2024 - Present

Analyzed high-volume system and application log data using MySQL and Python (Pandas, NumPy) to detect anomalies and underlying issues, proactively reducing system and application downtime by 40%. Partnered with the Network Operations Center (NOC) team to identify and track operational trends; extracted complex datasets using SQL and developed interactive Power BI dashboards for stakeholder reporting. Extracted and analyzed Active Directory (AD) data using SQL and Python (Pandas) to optimize user access management, improving data hygiene and reducing Microsoft Office enterprise licensing costs by 25%. Designed and deployed an automated ETL (Extract, Transform, Load) workflow using n8n: routinely downloads raw files, executes Python data cleaning scripts, and syncs processed data to cloud systems — eliminating 70% of manual data manipulation. Analyzed ITSM ticket data from ServiceNow using SQL and Power BI to track incident trends, SLA compliance, and resolution times, providing actionable insights to improve IT service delivery.

Data Analyst

Wipro Limited

Jan 2022 - Jan 2024

Analyzed over 400,000 ServiceNow datasets using MySQL DBMS to calculate, cleanse, and extract actionable insights related to tickets, service requests, and employee data. Monitored and analyzed ticket trends using SQL and Excel, identifying recurring patterns and root causes — reducing Average Handling Time (AHT) by 30% and increasing First Contact Resolution (FCR) by 45%. Collaborated with the Quality Analysis team to analyze departmental CSAT/DSAT scores via SQL and Power BI, generating data-driven insights that reduced DSAT by 20% and improved CSAT by 12%. Designed an interactive Power BI dashboard to visualize KPIs across operations, resulting in a 15% reduction in process inefficiencies and a measurable decrease in common-issue ticket volume. Assisted management in tracking quarterly ticket closure rates by domain using SQL queries, enabling data-informed decisions to improve team efficiency and resource allocation.