Nayna Joshi

Data Analyst | Power BI | SQL | Excel | DAX | Dashboard Development | KPI Monitoring | Data Visualization | Turning Data into Business Insights | ITSM · Pune

With 9 years of experience as a Network Operations Analyst, I bring a determined and diligent approach to leveraging data for operational excellence. My pragmatic and logical mindset, combined with a collaborative spirit, drives me to transform complex data into actionable insights, ensuring accountability and continuous improvement. I am ambitious about optimizing systems and processes, always seeking innovative solutions to enhance real-time monitoring and data engineering.

Experience

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Technical Support Engineer

· Present

Not yet confirmed

• Provided first-level support for system and application issues with structured incident tracking.
• Maintained detailed logs and datasets for issue resolution and performance analysis.
• Ensured adherence to SLA metrics through effective data monitoring and reporting.

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Network Operations Analyst

· Present

Not yet confirmed

• Monitored system performance, logs, and alerts to ensure high availability of services.
• Analyzed system-generated data to identify anomalies and prevent failures.
• Performed root cause analysis and documented findings for continuous improvement.
• Worked with monitoring tools and structured data for incident tracking and reporting.

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Workforce Management Analyst

· Present

Not yet confirmed

• Managed service queues and coordinated incident resolution across technical and support teams.
• Monitored SLA compliance, ensured timely response to operational issues, and improved workflow efficiency.
• Coordinated workload distribution to balance team capacity and performance.
• Delivered daily/weekly performance reports to enhance operational visibility and decision-making.

L2 Queue Manager / Real-Time Analyst (Service Operations)

Compucom · Feb 2023 – Mar 2026

Not yet confirmed

Incident Management Specialist/WFM Analyst

Compucom · Jan 2023 – Mar 2026

Not yet confirmed

Real Time Analyst

Compucom · Feb 2020 – Mar 2026

Not yet confirmed

• Managed high-volume operational data and service queues, ensuring SLA compliance and performance tracking.
• Built and automated reports using Excel, SQL, and dashboards to improve decision-making.
• Applied data-driven analysis to optimize workflow distribution and improve operational efficiency.
• Reduced incident resolution time by identifying patterns and bottlenecks in operational data.
• Collaborated with cross-functional teams to improve data visibility and reporting accuracy.

Queue coordinator ITSM

Compucom · Feb 2020 – Mar 2026

Not yet confirmed

• 1.
• Queue Management & Monitoring
• Oversee daily operations of ITSM queues to ensure timely resolution of incidents, requests, and changes.
• Monitor ticket inflow, backlog, and SLA compliance across multiple support queues.
• Escalate issues to appropriate teams when thresholds are breached.
• Balance workload distribution among team members to optimize efficiency.
• 2.
• Dashboard Creation & Reporting
• Design and maintain real-time dashboards for queue visibility.
• Integrate data from ITSM tools (e.g., ServiceNow, , genesys ‘ zapper KNIME into dashboards.
• Provide stakeholders with clear, actionable insights through visual reports.
• Automate dashboard updates to minimize manual intervention.
• 3.
• KPI & Performance Metrics
• Define, track, and report on KPIs such as:
• SLA adherence rate
• Average resolution time
• First response time
• Ticket backlog trends
• Customer satisfaction scores
• Analyze performance data to identify bottlenecks and recommend improvements.
• Benchmark team performance against industry standards.
• 4.
• Continuous Improvement
• Collaborate with process owners to refine ITSM workflows.
• Suggest automation opportunities to reduce manual queue handling.
• Conduct periodic reviews of queue performance and propose corrective actions.
• Train Level 1 coordinators and support staff on queue monitoring best practices.
• 5.
• Stakeholder Communication
• Provide weekly/monthly performance reports to management.
• Act as a point of contact for escalations related to queue performance.

compucom

CompuCom · Feb 2020 – Oct 2023

Not yet confirmed

• operations associate

Technical Network Operations Analyst

Compucom · Feb 2022 – Jan 2023

Not yet confirmed

Network Operations Center Engineer

Compucom · Jan 2022 – Jan 2023

Not yet confirmed

• Monitored network infrastructure and system performance to maintain service availability.
• Investigated alerts and incidents and escalated complex issues when required.
• Supported monitoring tools and ensured operational stability.

Technical Support Engineer

Compucom · Feb 2020 – Mar 2022

Not yet confirmed

• Provided first-level technical support for system and network related issues.
• Diagnosed technical problems and resolved incidents within SLA timelines.
• Maintained documentation and incident tracking records.

Technical Support Engineer – L1

Compucom · Feb 2020 – Feb 2022

Not yet confirmed