At Progressive Techserve Pvt. Ltd. (Workelevate), I analyze ITSM ticket data for pre-sales business cases and customer retention across DEX and UEM environments. I’ve evaluated more than 800K tickets across 30+ engagements.
I built a Power BI dashboard suite with custom DAX measures and ticket-level drill-through, tracking category trends, automation eligibility, MTTR, and analyst throughput. I also built a ticket analysis automation tool with the solution architect, cutting opportunity-sizing turnaround from roughly a week to a day.
As a Business Analyst Trainee at Progressive Techserve Pvt. Ltd. (Workelevate), I defined the ticket classification framework and built data-cleaning and validation workflows using SQL, Power Query, and Excel. I also analyzed ticket trends for customer renewals and operational reporting.
