Naga Kishore Musumuri

MS Technologies has been at the forefront of innovation since 2004. With a passion for technology, and a commitment to excellence.

AiDataQuire specializes in data acquisition, migration, and integration services.

• Performed a gap analysis between existing systems or processes and the desired state, identifying areas for improvement or enhancement.
• Collaborated closely with stakeholders to identify opportunities for process improvements, and drive continuous innovation in the organization.
• Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
• Designed visually appealing dashboards in Power BI to provide insights into key business metrics.
• Leveraged advanced visualization techniques in Power BI to present complex datasets in an easily understandable format for stakeholders.
• Enabled better data visualization for stakeholders by designing interactive dashboards and reports using BI tools such as Tableau or Power BI.
• Supported business decision-making by creating interactive dashboards for data visualization in Power BI.

Accomplishments:

• Contributed to designing the functional flow for new projects, including the Purple Program and Sports Hub mobile applications.
• Collected and analyzed relevant data from social media platforms, and effectively communicated the requirements to stakeholders.
• Prepared effort estimates and Key Performance Indicators (KPIs) using Power BI, ensuring comprehensive performance tracking and forecasting.
• Developed interactive dashboards in Power BI to visualize project progress, resource utilization, and performance metrics, streamlining reporting processes.
• Automated data integration processes using Power BI to reduce manual effort and improve data accuracy.
• Conducted trend analysis and insights reporting to identify areas for optimization, and presented actionable recommendations to the management team.

Company Overview: Client: Telstra.|Team: Digital Connect O2A Problem Management and Analysis Team.

• Conducted a comprehensive Root Cause Analysis (RCA) for high-priority incidents, implementing solutions to prevent recurrence, and enhancing overall service reliability.
• Led monthly incident trend analyses to identify and proactively address recurring issues, reducing average resolution times by 40%, and mitigating long-term risks.
• Prioritized incidents based on business impact and potential customer disruption, ensuring swift escalation, and effective triage for critical issues.
• Created streamlined processes for problem ticketing and documentation, helping the team stay organized and responsive in managing complex, recurring incidents.
• Collaborated closely with cross-functional teams to address and resolve customer-impacting issues, maintaining a high level of service quality, and ensuring customer trust.
• Delivered targeted insights to stakeholders, highlighting key service disruptions, and proposing actionable solutions to minimize the impact on customer experience.

Accomplishments:

• Designed and maintained Power BI dashboards for real-time monitoring of incident trends, KPIs, and SLA adherence, enabling the team and stakeholders to make data-driven decisions.
• Built data visualizations that tracked Customer Experience (CX) metrics, providing insights into service quality, and areas for improvement.
• Improved incident response time and reduced recurrence by 40% through Power BI insights and data-driven RCA practices.
• Enhanced stakeholder engagement by providing clear, visually impactful data insights on incident trends and service levels through Power BI.

• Managed the end-to-end fulfillment journey, ensuring orders were processed without delays, directly impacting customer satisfaction
• Implemented automated scripts to streamline the order fulfillment process, reducing manual errors
• Played a key role in resolving incident remediations by analyzing and fixing issues impacting order velocity and customer service continuity
• Collaborated with the Incident Response Team to restore critical services and implemented a rollback feature to quickly recover from service disruptions
• Conducted root cause identification sessions for recurring issues, coordinating with product support and development teams to implement solutions that prevented future occurrences and improved customer experience
• Engaged in detailed client requirement analysis to ensure the solution's alignment with business objectives
• Collaborated with Telstra stakeholders to map customer journeys and optimize system performance for a seamless customer experience
• Coordinated with design, development, and testing teams to prioritize issues based on business impact and incident severity, ensuring that critical bugs and defects were addressed promptly

Accomplishments:

• Streamlined the order management process using AMDOCS 7.5, significantly reducing order fallout rates and improving service reliability
• Developed the Voice Data Framework, a crucial tool for ensuring uninterrupted customer service through automated network activations, which improved service continuity and customer satisfaction
• Introduced an automated rollback feature using RPA that allowed quicker resolution of service issues, maintaining high service levels for customers