Priya Bhovi
Melbourne,Australia
Summary
Proven Product Support Analyst with a track record at Sportcast, enhancing system performance and client satisfaction by 25% through expert incident management and a client-centric approach. Skilled in SQL, Power BI, and fostering cross-functional teamwork, I drive continuous improvement and strategic decision-making.
Overview
7
7
years of professional experience
Work History
Product Support Analyst
Sportcast
Melbourne, Australia
06.2022 - Current
- Addressed and resolved the incident raised by the internal team, as well as by clients.
- Investigated and resolved high-priority incidents by following structured escalation processes, ensuring uninterrupted service delivery.
- Created detailed post-mortem reports for clients, analyzing root causes, and outlining corrective actions/remediation for incidents impacting service.
- Enhanced system performance monitoring through Splunk dashboards, achieving 98% SLA compliance.
- Conducted technical investigations and resolved high-priority incidents, ensuring uninterrupted service delivery.
- Trained and mentored new team members, resulting in a 60% increase in operational efficiency.
- Partnered with cross-functional teams to identify and mitigate risks, improving client satisfaction by 25%.
- Performed remote diagnosis using advanced diagnostic tools when required.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Created and maintained documentations up-to-date with accurate worflow on Confluence.
- Maintained positive working relationship with fellow staff and management.
Junior Reporting Analyst
Group 21 KSG
Bengaluru, India
09.2017 - 01.2019
- Designed and implemented Power BI dashboards, streamlining reporting processes and reducing turnaround times by 50%
- Optimized SQL queries and database functions, enhancing report generation efficiency
- Extracted, transformed, and modeled large datasets into actionable insights, driving strategic business decisions
- Led data quality assurance processes, ensuring 99% accuracy in delivered reports
- Collaborated with cross-departmental stakeholders to align reporting solutions with business needs
Education
Master of Information Technology -
RMIT University
Melbourne, Australia07.2021
Bachelor of Information Science and Engineering -
NMIT
Bengaluru, India07.2017
Skills
- Python
- Java (Intermediate)
- SQL
- Ubuntu
- AWS
- S3
- Incident Response
- Ticketing systems: JIRA
- MySQL
- Database Design
- Power BI
- Advanced Excel
- Jira
- Trello
- Confluence
- RESTful APIs
- SLA management
- Incident Management
- Regulatory documentation
- Analytical problem-solving
- Client-Centric Approach
- Agile Mindset
- Continuous Improvement
Volunteer Experience: 05/01/19- 07/31/19
Front-Desk Admin, Melbourne, VIC, Australia
- Streamlined room booking processes
- Improving operational efficiency by 15%.
- Supported staff and students with administrative needs
- Enhancing overall satisfaction.
Web Application Development for Pineapple
- Developed a web application integrated with Pineapple's existing framework, leveraging a provided database schema to create a local mock database for front-end functionality demonstration.
- Project Management: Utilized Slack, Trello, Zoom, Google Drive, MS Teams
- Technologies: HTML, CSS, JavaScript, Vue.js, Vuetify, MySQL, AWS, GitHub
- Duties: Led front-end development, including low-level design and implementation of Vue.js components, and connected the database with the front-end interface within an Agile team of three.
- Outcome: Successfully completed the project within the deadline, added extra features, and achieved a distinction. Delivered an online demo presentation and submitted the code and documentation through an online portal.
References
References available upon request.
Timeline
Product Support Analyst
Sportcast
06.2022 - Current
Junior Reporting Analyst
Group 21 KSG
09.2017 - 01.2019
Master of Information Technology -
RMIT University
Bachelor of Information Science and Engineering -
NMIT
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