As Program Manager/Business Analyst deliverables included providing insights focusing on Customer Experience and implementing Business Intelligence (BI) solutions to enhance HPE customers digital experience.Technical Deliverables:• Program managed end-to-end development of a Business Intelligence solution (Customer Experience Dashboard) for monitoring and continuous improvement purpose, which involved Data integration (Qualtrics Survey data, RCA dataset, Corrective Action Data), Data modelling, Developing KPIs & Metrics.• Developed Business Intelligence roadmaps by collaborating with Product Owners.• Identified monetization opportunities based on customer registration profile and developed analytical report to show influence of registration status on Contract Renewal Rate. Presented a correlation where digital workspace adoption leads to 15% higher renewal rate.Business & Strategic:• Analyzing requirement and assessing elements like data readiness and target audience to convert BI requirements into intuitive dashboards with insights on product capabilities and performance.• Lead a Customer Experience improvement project involving analysis of customer feedback collected from Qualtrics Survey, identifying problem areas, pain points by performing two levels of Root Cause Analysis (RCA) and mapping them to product feature and capabilities.• Recommended modifications to Qualtrics Survey to ensure customer journey is accurately captured resulting in collection of high-quality and actionable customer responses.• Collaborated with HPE Customer Quality team to ensure Feedback Classification Table maps to Product Feature to enable Product Owners develop Corrective Action Plans.• Drive efficiency and create value by identifying avenues for automation and transitioning away from manual processes.

As a project manager, lead development and implementation of Activity Based Costing (ABC) project and implemented Microsoft Power BI based Business Intelligence solution focused around L1 and L2 Workforce Management.• Collaborated with leadership to understand requirements, define KPIs to align with project objectives and translate requirement into Power BI based BI solution for operational reporting.• Cross functional collaboration with SMEs in Finance, Resource Management and Data Engineers to create data model using multiple datasets (Finance, Incidents & Employee). • Lead cross functional collaboration activities, hosted weekly governance meetings and provided regular status updates to leadership team.• Lead end-to-end technical implementation of BI solution from Data modelling, KPI logic development, implementation and designing intuitive and interactive Power BI Dashboard to enable continuous monitoring of KPIs.• Designed and developed Power BI based workforce redeployment opportunity dashboard by collaborating with Resource Management and Delivery team based on forecasted headcount.

As Project Manager, delivered Business Intelligence (BI) implementation projects focusing around L1 and L2 Technical Support Metrics and KPI performances.• Development of operational performance reports, dashboards and analytical tools adopting industry standard practices that provide meaningful insights on key business KPI’s performance and trends to L1 and L2 Technical Support Management.• Lead the annual goal setting process for three consecutive years from FY18 to FY20. The goal setting process involved a series of comprehensive activities collaborating with leadership team to finalize metrics that align to organizational goals and priorities, determine baseline, and set Geo & Business Unit level goals.• Conceptualized, developed and governed the GRS Operational Analytics Package developed using Power BI. The package offers leadership a holistic view of GRS’s operational performance consisting of L1 and L2 Support metrics.• Developed Early Insight System (EIS) that derives KPI outliers statistically using 1 Standard Deviation. Objective of EIS is to highlight KPI outliers to GRS leadership team at the start of a week. • Fulfill TSIA Global Certification requirements by supporting PMO in collating HPE’s performance against industry averages of key metrics and KPIs adopted by Support Services industry for various modules of support operations.

As Senior Business Analyst, aligned to multiple projects and project planning activities as this period involved transition of reporting platform from MS SQL to QlikView.• Conducted requirement elicitation and gathering sessions with Senior Management and Business Leads to understand reporting requirement of delivery operations teams.• Manage requirements by collaborating with Business Intelligence Developers teams to ensure the requirements translate into comprehensive dashboard and reports with right level of granularity.• Supported Reports Transition program by managing activities like creating report inventory list, report utilization rate, validate report relevance and finalized reports needing transition into QlikView environment.• Ensured standardization by documenting metric definition, logic, scope, data sources of L2 KPIs and metrics resulting from integration of L1/L2 support organizations.

As Business Analyst for HP Storage line of business:• Supported HP Storage leadership and Business Leads and across multiple HP sites to evaluate scenarios and present supporting data points and ‘Story Behind The Numbers’ to enable informed decisions making.• Provide insights focusing around Customer Experience, Product Issues and Top Incident Drivers to business leaders by analyzing underlying case level raw data.• Proactively monitor trend of primary operational KPIs and bring variations to stakeholders’ attention. • Perform Qualitative Analysis by developing control charts-based reports to monitor HP Storage Products’ performance against primary KPIs (E2E Resolution Time, Backlog, Remote Resolve)• Perform multidimensional analysis using slicing and dicing approach to answer the “WHY’s” behind the variations in KPI’s and provide actionable insights.• Supported HP Storage Business Lead and L2 Service Delivery Managers with their operational reporting requirements by delivering customized reports during yearly performance evaluation cycles.• Extended support to PMO team by creating project dashboard and reports for TSIA Certification (Module: Excellence in Service Operations)

As a Technical Consultant in Global Competency Center, the role focused on issue resolution and analysis of complex technical issues escalated by Global Incident Management team.• Attended 3LS Engagement Program at Houston, USA to engage with Business Escalation Management stakeholders and understand escalation management process.• Ensure OLAs are met for P1 and P2 incidents by establishing contact with customers in collaboration with L2 Support engineers.• Cross functional collaboration with entities like HP 3rd Level Engineering, Account Manager and Pre-Sales team.• Act as single point of escalation and contact for customer for High Severity incidents.• Gather customer IT setup and environmental details to replicate issues in competency center lab.• Develop Customer Action Plan by collaborating with HP Product Engineers in handling Business critical and Class issues.• Developed and Created Knowledge Base articles based on learnings derived out of customer problem resolution process and End-to-End resolution of a Product Issue.

Lead a 15-member team of Technical Support Engineers providing technical support to US/UK Consumer customers.• Recognized and awarded ‘TSS of the Quarter’ award thrice in a span of year and half. (FY05-Q4, FY06-Q2, FY07-Q1)• Driving and supporting the team to deliver the best Customer Experience and at the same time meet Business Metric and Performance targets.• Coaching frontline agents, conducted process and product training for new hire Technical Support Engineers• Performing regular call audits with documented feedback

As Technical Support Engineer, primary deliverable was to:• Troubleshoot and resolve technical issues faced by Dell US Customers using Dell PC, Notebooks & Printer.• Resolve the issue to customers satisfaction.• Achieve performance metric targets for First Time Resolution (FTR) and Productivity consistently.