Athulya Mohan
Mernda,Victoria
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Support Specialist
APCD PTY LTD
Sydney, NSW
04.2022 - 11.2023
- Installed software applications as requested by customers.
- Wiping, testing, and assets management.
- Assisted colleagues with complex IT problems or inquiries.
- Diagnosed system malfunctions and provided troubleshooting assistance.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Installed and supported desktop software titles and add-ons.
- Developed procedures for installation, configuration and testing of IT products.
- Trained new employees on the use of computer systems and programs.
Data Analyst Intern
Musimorph
Sydney, NSW
02.2023 - Current
- Developed data visualizations and dashboards to track business metrics using Tableau.
- Experienced in designing highly interactive dashboards reports, KPI, metrics and outcome indicators with business to drive strategy and improve customer experience.
- Engaging with stakeholders to understand strategic challenges, make recommendations and deliver innovative and insightful commercial reporting solutions using Tableau
- Work with business stakeholders to gather requirements and prioritize them to business and information needs.
- Designing dashboards, reports, KPI, metrics and outcome indicators with business to drive strategy and improve customer experience using Tableau (Data Blending, Joining, Parameters, Calculated Fields, Cluttering, Spatial files, Forecast, Trendline, Clustering).
- Design Tableau dashboard templates for providing actionable insights in order to boost Hydrizon’s social media. Working on YouTube, LinkedIn and Twitter Boosting.
- Visualized and Analyzed R&D data to provide actionable recommendations in which areas investment should be made and understand how much revenue can be generated by investing in different industries and how much spending would be required.
ETL Developer
UST Global
Cochin, India
02.2015 - 08.2017
- Developed ETL packages to extract, transform, and load data from multiple sources into a data warehouse.
- Responsible for analyzing, designing, and developing ETL processes using Informatica Power Center according to the ERD (ETL requirement documents).
- Knowledge sharing and interaction with the end users, and clients and documented the design (Technical Design Document), development process, process flow and the schedule of each mapping.
- Hands-on experience in Data Extraction, Transformation, and Loading data sourcing from flat files, MQ, and Teradata to DWH using Informatica.
- Performance tuning of the ETL code (using PDO, TPT, etc.).
- Functionality validations on modules and assisting SIT/UAT for the effective and efficient testing process.
- Self and Peer Code review for quality checks and used HP Quality Center for preparing and executing unit test cases and defect logging.
- Develop UNIX scripts for the deployment of Teradata objects.
Education
Master of Science - Information Technology
Charles Sturt University
Sydney, NSW03-2021
Bachelor of Technology - Computer Science
Mahatma Gandhi University
India05-2014
Skills
- Technical Support
- Database Management
- Configuration Management
- Client Relationship Building
- Hardware Upgrades
- Asset Management
- Application Support
- Incident Management
- Software Installation
- Hardware Diagnostics
- Performance Testing
- MS Office Proficiency
- Technical Troubleshooting
- Data Warehousing
- Data Analysis
Accomplishments
- Awarded Executive Dean’s Award 2020 for outstanding academic performance.
- High Distinction in Programming in Java, IT Fundamentals, Database Systems, and Programming Principles (Python) subjects from Charles Sturt University.
Certification
- Tableau 2022 A-Z: Hands-on Tableau Training for Data Science 2022 Udemy
- SQL-MySQL for Data Analytics and Business Intelligence 2022 Udemy
- Data Analysis Essentials using Excel 2022 Udemy
Timeline
Data Analyst Intern
Musimorph
02.2023 - Current
IT Support Specialist
APCD PTY LTD
04.2022 - 11.2023
ETL Developer
UST Global
02.2015 - 08.2017
Master of Science - Information Technology
Charles Sturt University
Bachelor of Technology - Computer Science
Mahatma Gandhi University
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