Available for Opportunities

Hi, I'm Prathmesh

Data Analyst & Business Intelligence Specialist

Transforming complex data into actionable insights. Specialized in SQL, PowerBI, Python, and ServiceNow Analytics. Currently working with IT Service Operations and Automation team for one of the Top 5 US-based banks.

500k+
Tickets Analyzed
28%
Efficiency Boost
15+
Dashboards Built
Get in Touch View Projects
Prathmesh - Data Analyst
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Get to Know Me

About Me

I'm a passionate Data Analyst based in Hyderabad, India, currently working at HCLTech where I work with the IT Service Operations and Automation team for one of the largest US-based banking institutions.

My expertise lies in extracting meaningful insights from vast datasets, creating interactive dashboards that drive decision-making, and optimizing processes through data-driven strategies. I work extensively with SQL for data manipulation, Power BI and ServiceNow for visualization, and Python for advanced analytics.

At HCLTech with the IT Service Operations and Automation team, I analyze performance metrics, helping identify bottlenecks and improve operational efficiency through automation. My work has directly contributed to reducing ticket resolution times and enhancing customer satisfaction scores.

📊

Data-Driven Decision Making

Turning complex data into clear, actionable insights

🎯

Process Optimization

Identifying inefficiencies and driving improvements

💡

Business Intelligence

Creating dashboards that empower stakeholders

What I Do Best

Skills & Expertise

💻

Technical Skills

SQL Expert
Microsoft Power BI Advanced
Python Advanced
Advanced Excel Expert
ServiceNow Advanced
📈

Data Analytics

Data Cleaning & Processing Expert
Data Visualization Expert
Data Validation Advanced
Web Scraping Advanced
Statistical Analysis Advanced
🎯

Business & Domain

Dashboard & Reporting Expert
Performance Metrics Advanced
IT Service Operations Advanced
Process Improvement Advanced
Stakeholder Communication Advanced
Professional Journey

Work Experience

Analyst

HCLTech
📍 Hyderabad, India 🕐 March 2024 - Present

Leading data analytics initiatives for one of the Top 5 US-based banks' IT Service Operations and Automation team, delivering insights across multiple service channels and automation workflows (calls, chats, tickets, automated processes).

Key Achievements:

  • ✓ Boosted First Contact Resolution (FCR) by 30% by analyzing ticket data to identify repeat-caller patterns and root causes of recurring issues, leading to targeted process fixes
  • ✓ Reduced average ticket resolution time (MTTR) by 25% through a deep-dive analysis of 40,000+ monthly tickets across L1–L2 tiers to eliminate resolution bottlenecks
  • ✓ Developed 50+ Reports and Dashboards tracking SLA compliance, CSAT, and FCR, providing the visibility needed to increase overall agent productivity by 30%
  • ✓ Automated 15+ reporting processes using ServiceNow Dashboards and Reporting, eliminating 25+ manual hours per week and ensuring 96% data accuracy across IT Service Operations
  • ✓ Developed agent performance scorecards that utilized data-driven insights to identify coaching opportunities, directly improving service quality for a Top 5 US Bank
  • ✓ Advised 12+ executive stakeholders on automation workflows and strategic operations by translating complex service metrics into actionable business recommendations
SQL Power BI Python ServiceNow Reporting Excel
Featured Work

Key Projects

Business Intelligence

IT Operations Performance Analytics Dashboard

Comprehensive Power BI dashboard tracking real-time performance metrics for IT operations and automation workflows. Includes SLA tracking, CSAT scores, ticket volume analysis, automation efficiency metrics, and operational productivity insights.

30% Productivity Increase
150+ Agents Tracked
Real-time Updates
Power BI SQL Advanced Excel ServiceNow Reporting
Process Automation

Automated Ticket Analysis System

Python-based automated system for analyzing and categorizing 40,000+ monthly tickets. Uses Pattern Recognition techniques for problem analysis and automatic categorization, with integration to ServiceNow for real-time data extraction.

25hrs Saved Weekly
40l+ Tickets/Month
96% Accuracy
Python Advanced Excel ServiceNow API
Predictive Analytics

SLA Violation Prediction Model

Machine learning model that predicts potential SLA violations based on historical ticket data, agent availability, and ticket complexity. Enables proactive resource allocation and intervention to maintain service levels.

35% SLA Improvement
85% Prediction Accuracy
Proactive Intervention
Python Scikit-learn SQL Power BI
Data Quality

Data Validation & Quality Framework

Comprehensive data quality framework ensuring 98% accuracy in reporting. Includes automated validation rules, anomaly detection, and data reconciliation processes across multiple data sources (ServiceNow, Oracle DB, Excel).

98% Data Accuracy
5 Data Sources
Daily Validation
Python SQL Excel VBA Power Automate
Executive Reporting

Executive KPI Dashboard Suite

Suite of 12 executive dashboards providing high-level insights on IT Service Operations, automation efficiency, including trend analysis, cost optimization opportunities, and strategic recommendations. Used by C-level executives for quarterly business reviews.

12 Dashboards
20+ KPIs Tracked
C-Level Audience
Power BI SQL DAX PowerPoint
Cost Optimization

Resource Optimization Analytics

Advanced analytics project identifying overstaffing and understaffing patterns based on ticket volume trends, seasonal variations, and agent utilization rates. Recommendations led to 15% reduction in operational costs.

15% Cost Reduction
6 months Historical Data
Optimized Staffing
Python SQL Time Series Excel
Let's Connect

Get In Touch

I'm always interested in hearing about new opportunities, collaborations, or just chatting about data analytics.

Location

Hyderabad, India

Email

prathmeshbhandarkar90@gmail.com

LinkedIn

linkedin.com/in/prathmesh-bhandarkar

Website

prathmesh.live

GitHub

github.com/prathmeshonweb