Prathyusha patel Thota

Graduate Engineer Trainee → Analyst

HCLTech

Oct 2023 - Present

Supported user onboarding, application onboarding, project-related updates, access governance activities, and Virtual Desktop Infrastructure (VDI) provisioning using client automation tools during the initial phase of the engagement. Prepared recurring daily, weekly, and monthly operational reports tracking onboarding requests, VDI provisioning, pending workload, and team productivity for Team Leads and Operations Managers. Generated reports supporting client billing by validating billable onboarding requests and VDI activities using SQL and Advanced Excel. Transitioned into Business Intelligence and ITSM reporting by developing recurring operational reports using SQL, Power BI, Advanced Excel, and ServiceNow data to support operational reviews and business decision-making. Developed interactive Power BI reports to monitor Incident Volume, SLA Compliance, Resolution Time, Ticket Backlog, Engineer Performance, and operational KPIs for Team Leads and Operations Managers. Analyzed Incident, Request, Task, and Change data across EUC Technical, Application Support, and Zscaler support groups to identify workload trends, SLA performance, and escalation patterns. Wrote SQL queries using joins, CTEs, window functions, aggregations, filtering, and grouping to extract, validate, and analyze ServiceNow data. Developed reusable DAX measures to calculate operational KPIs, SLA compliance, and incident metrics, and implemented drill-through, bookmarks, slicers, tooltips, scheduled refresh, and Row-Level Security (RLS) to enhance report usability and self-service reporting. Automated recurring reporting using Power Query and Advanced Excel, reducing manual effort and improving report turnaround time. Collaborated with Team Leads, Operations Managers, and cross-functional stakeholders to gather reporting requirements, analyze operational data, and deliver KPI dashboards and actionable insights.