Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
References
Sham Sreedharan

Sham Sreedharan

Summary

Dynamic and results-oriented Senior Data Professional with 10 years of experience in extracting actionable insights from complex datasets. Proven expertise in statistical analysis, data visualization, and strategic decision support. Experienced in developing data solutions in the modern data stack using cloud-first technology. Seeking to contribute analytical skills and leadership experience to a forward-thinking organization.

Overview

17
17
years of professional experience
1
1
Certificate

Work History

Senior Data Management Engineer

Etika
Brisbane, QLD
03.2022 - 01.2024
  • Contributed in the establishment of the etika Data Platform using Databricks on AWS following the medallion architecture.
  • Contributed in the design of the access control model for the data platform using Unity Catalog, security groups and user groups.
  • Deployed the user access control process using a custom Python application using the Databricks Python SDK.
  • Implemented a custom data quality management solution leveraging open-source Python packages such as dbt-core and elementary. This solution executed data quality tests, collected metrics, and presented a comprehensive data quality dashboard for business users. Python and SQL were the languages used in the development of the tool.
  • Elevated DataOps practices by automating the code linting process and automating the publishing of dbt project documentation which included metrics, definitions and SQL code via GitLab Pages
  • Built robust data model using dbt (Data Build Tool) and SQL to publish key metrics for the etika loan tape to monitor the customer base and loan balances supporting the credit and fraud investigations team
  • Productionized the data model using Databricks workflows scheduled to refresh from the warehouse every day for timely reports and monitor data quality with threshold alerts
  • Facilitated the onboarding of data analysts and business users onto the data platform through education, documentation, and live demonstrations. Used Confluence as the central knowledge base for managing onboarding documentation
  • Championed and actively propagated etika's ethical and data-driven culture both internally and externally, fostering a commitment to ethical data practices throughout the organization.

Data and Solutions Architect

Ipswich City Council
Ipswich, QLD
09.2021 - 03.2022
  • Developed the implementation plan for the council's Data Management Strategy using targeted high value business use-cases and iterative delivery of a cloud-based (Amazon Web Services) data warehouse using delivery partners
  • Designed the solution for the Finance Budget Dashboard for use by the CFO during budget planning process using Power BI Dataflow for ingestion, Power BI data model for measures and metrics and custom Power App to collect business commentary.
  • Drafted the Ipswich City Council's Data Management policies in line with the Information Management Strategy, based on the Queensland Government Information Management Policy Framework as published by the Queensland Government Customer and Digital Group (QGCDG)
  • Partnered with the ICT Branch's Business Engagement Lead to ensure the ICT Branch operates in alignment with the council's Customer Experience (CX) strategy
  • Contributed to the annual budget planning cycle together with the Program and Portfolio Management team to identify key ICT initiatives to be funded for FY 2022/23
  • Participated in ICT Branch governance forums including and not limited to the Technology Advisory Group, Architecture Design Authority and ICT Steering Committee
  • Understand, guide, and promote the adoption of cloud-based, data and analytics platform technologies to support strategic objectives
  • Conduct research and development and maintain a document framework of continuously up-to-date policies, standards and guidelines related to data management and process automation.

Senior Data Management Specialist

Telstra Corporation
Brisbane, QLD
07.2019 - 09.2021
  • Provided data solution guidelines using hybrid-cloud infrastructure based on on-premises and Microsoft Azure cloud
  • Developed solutions using multi-vendor technologies from Oracle, Microsoft BI suite and Azure data services like Azure SQL Data Warehouse (SQL Pool), Azure Cognitive services
  • Standardized data solution design using common Power BI data models across Data Reporting & Analytics teams to ensure consistent solution development
  • Conduct solution governance forum reviewing data solutions from Data Reporting & Analytics teams ensuring standard solution patterns, and common data models are used and enterprise data management practices are followed
  • Managed onboarding and governance of key business performance metrics using metadata management tools and lifecycle management processes
  • Product Owner for cloud based metric catalogue (Metric Finder) solution for executive metrics, using Azure Search, Python and Azure Cognitive services
  • Designed and built a Microsoft Teams chatbot as a proof-of-concept (POC) to service triage and support queries for the Cloud Enablement and Infrastructure team using Azure Cognitive services and Microsoft Bot framework.
  • Support knowledge was scraped from knowledge bases in Sharepoint and Confluence to train the model

Build and Systems Maintenance Manager

Data Reporting & Analytics Telstra Corporation
01.2018 - 06.2019
  • Spearheaded the enhancement of data products delivery efficiency, resulting in a significant 62% reduction in support incidents for H2 FY18
  • This was achieved through the introduction of an Agile Scrum delivery model and the implementation of DevOps practices
  • Tools such as JIRA, Confluence, GitLab, and the Microsoft BI product suite were instrumental in this process
  • Effectively prioritized and managed the backlog for production data pipelines and report development requests within a cross-functional team, ensuring streamlined and efficient project delivery
  • Led discovery workshops to extract and comprehend business requirements, skillfully translating them into technical requirements for analytics and reporting projects
  • Successfully optimized the Oracle DB environment, leading to a noteworthy 25% reduction in storage space and subsequent operational cost savings
  • Managed a diverse team of BI Developers, strategically located across Australia and The Philippines, ensuring cohesive collaboration and efficient project execution
  • Provided crucial support for the efficient operations of Emergency (E000) operational centres in Australia, delivering key operational incidents and change request data and reports to facilitate informed decision-making.

Business Partner Reporting & Analytics

Customer Service Delivery Telstra Corporation
03.2016 - 12.2017
  • Cultivated and nurtured relationships with Senior Executives, facilitating data-driven decision-making through the timely provision of reports and the execution of analytics projects
  • Analyzed the impact of a new self-install product offering on the nbn, resulting in a notable 20% improvement in Telstra field appointment forecasts
  • Collaborated with the Order to Activate (O2A) business unit to devise a comprehensive reporting and analytics roadmap, subsequently delivering on its implementation
  • Applied strategic prioritization to reporting requirements based on the specific strategic needs of the business unit, ensuring alignment with overarching objectives
  • Enhanced the strategic decision-making process for the customer management operations team by effectively evaluating and selecting the optimal delivery partner.

Business Performance Data Analyst

Product Assurance Telstra Corporation
12.2014 - 03.2016
  • Improved operational NPS score by 3 percentage points across key products by correcting the survey result attribution algorithm
  • Delivered operational process improvements in the product support contact centre processes using data from various operational systems, customer and employee surveys
  • Managed the priority of reporting and analytics requests for product assurance business unit
  • Ran requirements workshops with multiple stakeholders including senior leadership and operations managers
  • Produced timely operational reports for the Assurance contact centre performance enabling variation management between contact centre delivery partners
  • Support business improvement programs of work with data analysis to support business case and create measurable benefits.

Business Process Specialist

Customer Experience Management Telstra Corporation
07.2011 - 12.2014
  • Implemented level 5 processes and work instructions for voice and broadband product support for the retail and wholesale business divisions
  • The processes were developed in line with Wholesale Broadband Agreement (WBA) obligations with nbn
  • Recognized enhancement possibilities and executed operational process improvements within the Contact Centre via thorough data analysis of NPS survey responses
  • Contributed in the automation of voice and broadband service fault diagnostics process as the Subject Matter Expert (SME) to design device and network diagnostic tests using a custom tool called Test & Diagnostics Manager (T&DM)
  • Implemented internal employee training curriculum for voice and broadband product support in partnership with learning and development partners.

Customer Service Representative

Telstra Corporation
Townsville, QLD
03.2007 - 07.2011
  • Improved customer satisfaction by providing timely and accurate technical support for Fixed Voice, Fixed Broadband and Mobile Broadband (3G) products and services.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Traveled to The Philippines for 2 months to provide coaching and mentoring to newly established partner contact centres, contributing to their successful integration into the business.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Education

Master of Information Systems (Advanced) -

Griffith University, Brisbane, QLD

Bachelor's in Electrical and Electronics Engineering -

SCSVMV

Skills

  • Data Warehousing (Azure SQL, Databricks)
  • Data Quality Assurance
  • Data Modeling (Kimball, Dimensional)
  • Data Visualization (Power BI, Tableau)
  • ELT Processes (dbt)
  • Big Data Technologies (Spark)
  • Cloud Computing (Azure, AWS)
  • SQL Expertise
  • Python Programming
  • Power Query (M) and DAX
  • Advanced Excel
  • Business Intelligence
  • Requirements Analysis
  • Business Process Analysis
  • Agile Methodologies (SAFe)
  • Team leadership

Websites

Certification

  • Databricks Certified Data Engineer Associate
  • Scaled Agile Framework 5.0 (SAFe) Product Owner/Product Manager
  • Microsoft Certified: Azure Data Fundamentals
  • Microsoft Certified: Power Platform Fundamentals
  • Cert IV in Training and Development

Timeline

Senior Data Management Engineer - Etika
03.2022 - 01.2024
Data and Solutions Architect - Ipswich City Council
09.2021 - 03.2022
Senior Data Management Specialist - Telstra Corporation
07.2019 - 09.2021
Build and Systems Maintenance Manager - Data Reporting & Analytics Telstra Corporation
01.2018 - 06.2019
Business Partner Reporting & Analytics - Customer Service Delivery Telstra Corporation
03.2016 - 12.2017
Business Performance Data Analyst - Product Assurance Telstra Corporation
12.2014 - 03.2016
Business Process Specialist - Customer Experience Management Telstra Corporation
07.2011 - 12.2014
Customer Service Representative - Telstra Corporation
03.2007 - 07.2011
Griffith University - Master of Information Systems (Advanced),
SCSVMV - Bachelor's in Electrical and Electronics Engineering,

References

Available on request

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Sham Sreedharan