About
Data Analyst at an enterprise DEX and UEM software company, where ticket analysis feeds directly into pre-sales business cases, account retention and the product roadmap. Has analysed 8 Lakh+ ITSM tickets across 30+ enterprise engagements, classifying each by category and automation eligibility to produce the coverage figures customer business cases are built on. Also builds the Power BI reporting behind that analysis, and authored the BRD for the system replacing the current Excel process.
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Work Experience
Data Analyst
Progressive Techserve Pvt. Ltd. (Workelevate)
Apr 2026 - Present
Analyse enterprise ITSM ticket dumps to size automation potential: tag every ticket by category, sub-category and doable / not-doable, then report the in-scope and automatable volumes that feed customer business cases and ROI models. 8 Lakh+ tickets across 30+ engagements to date. Established the automation-coverage benchmark now used across engagements: roughly 33% of raw tickets and 78% of in-scope tickets classify as automatable, giving sales a defensible starting figure instead of an estimate. Pre-sales: delivered analysis on 7 Lakh+ tickets across 25 direct and partner-led opportunities — IndiGo, JioStar, PIH, Bajaj Finance, Viatris Pharma (via Happiest Minds), Emaar, Unity Small Finance Bank, Zydus, CSB Bank, Volkswagen, QX Global and others — typically inside the evaluation window, often on a few days' notice. Deal impact: supplies the volume and coverage base of the business cases behind closed-won engagements including two small finance banks at 14,750 seats combined, and behind six live enterprise pursuits carrying a 110,000+ endpoint pipeline across aviation, BFSI, metals, capital markets and media accounts in India and the Gulf. Competitive evaluations: supplied the automation-coverage baseline used in five concurrent evaluations held at technical-win / T1 position against Nexthink, TeamViewer 1E, HP WFX, Lakeside SysTrack, ManageEngine and Leena AI — including a 10,000-endpoint aviation account ranked T1 out of nine global vendors, a 70,000-endpoint NBFC and a 7,000-endpoint media account. Customer success: analysed 1.5 Lakh+ tickets for live accounts including Airtel, Lupin, Max Healthcare, Hindalco and Rustomjee, evidencing delivered automation coverage during renewals; ticket-trend analysis supported the recovery of a 13,000-endpoint metals account from at-risk status. Reporting: built the Power BI dashboard suite over the ticket data — category and sub-category distribution, doable vs not-doable ratio, SLA and MTTR, MoM volume trends, analyst throughput — with DAX measures and drill-through to individual ticket level. Tooling: co-built the ticket analysis automation tool with the solution architect, cutting opportunity-sizing turnaround from roughly a week to a day; currently building the master data set that will seed automated ticket categorisation, plus a pricing calculator for the sales team. Review customer call recordings to extract recurring feature asks and objections; findings feed the product roadmap and the sales FAQ set.
Business Analyst
Progressive Techserve Pvt. Ltd. (Workelevate)
Apr 2025 - Mar 2026
Defined the ticket classification framework — category, sub-category, doable vs not-doable — that the analysis process still runs on today. Gathered requirements from sales, customer success and product stakeholders and turned business questions into recurring reports, agreed KPIs, management scorecards and executive summaries on service desk health. Built the data cleaning and validation workflow for multi-source ticket exports using SQL, Power Query and Excel, standardising inconsistent dumps into one analysable format.
Education
B.Tech, Computer Science & Engineering - IEC College of Engineering & Technology
- 2023 · Afghanistan
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