Senior Technical Analyst, Business Analyst

Krishna Priya Medidi

Atlanta, GA

www.linkedin.com/in/krishnapriyamedidi 470-***-**** ************@*****.***

Senior Technical Analyst

Identify problems, excel in cross-functional working, and improve customer experience

Results-focused professional with experience in IT Operations, Service Management, and Business & Data Analysis. Expert in creating (executive) Post Incident Reports (PIRs), managing problem and change management activities, and collaborating with cross-functional teams to ensure process efficiency. Skilled in ITIL process definition, ISO/IEC 20K implementation, and driving process improvements through Six Sigma. Proficient in creating metrics, reports, and dashboards to support decision-making and enhance performance.

Possess strong analytical, problem-solving, leadership and communication skills, with a focus on delivering actionable solutions.

Core competencies:

Management Reporting

Business & Data Analysis

ITIL V3 Foundation Certified

ITIL V3 Intermediate - Service Operation Lifecycle

Document Manager; CIA

ITSM Foundation Certified

Six Sigma Green Belt

Incident, Problem, Change & Vendor Management

Project Management

ServiceNow, Remedy

MS Word, PPT., Excel; SQL and BI tools

PROFESSIONAL EXPERIENCE

COX COMMUNICATIONS, INC., Atlanta, GA

Senior Technical Analyst 2019 – 2024

Responsible for the effectiveness of complex technical processes, and developed sustainable, repeatable and quantifiable improvements, leveraging network engineering skill sets focused on network change and problem management.

Managed the lifecycle of 134 network problems from identification, recording, analysis, root cause and gaps determination, and resolution. Collaborated with various network teams, analyzed trends, identified recurring issues, and minimized the impact of incidents by 45% on the organization leveraging engineering skill sets.

Analyzed, planned, and facilitated 75+ network changes; ensuring 100% compliance with ITIL change control policies and minimized disruptions. Managed the day-to-day operations of Change Advisory Board (CAB). Created, managed and reported on 68 vendor issues, improving vendor performance by 15%.

Generated executive / management reports (263 post incident reports, 338 action items for customer and business partners, 290 weekly reports and 103 monthly presentations for senior leadership team all with 100% SLA compliance); created 9 OBIEE dashboards related to the process performance, SLA compliance, action items with a goal to drive continual process improvement.

Created and elevated quality of workflows using iGrafx, Lucid tools and documentation (process, procedures, checklists) for the team. Administered and maintained the online team room (SharePoint site) with current and relevant information.

Spearheaded and implemented 10+ process get-well plans, fostering a continuous improvement culture with neighboring teams such as Incident Management, Tools, Telemetry, Process and Training (TTPT), Change Management, Network Operations Center (NOC), Field Operations, Engineering, Customer Care, Vendors; steering committees and other project / business service managers.

PRIMUS SOFTWARE CORPORATION, Atlanta, GA

Senior Quality Analyst 2019

Analyzed and manipulated complex HD ticket data for Cox Business (CB) carriers/ customers to provide meaningful and actionable interpretation of information within the Ethernet Performance Management Reporting (EPMR) tool.

Designed and developed 20+ management reports for CB carriers / customers (internal / external) on weekly, monthly and ad hoc cadence. Reduced manual effort and boosted accuracy in reporting strategies and systems by 50%.

Led assigned data related initiatives: including requirements gathering meetings, analysis of requirements and present findings to the stakeholders/leaders.

COX COMMUNICATIONS, INC., Atlanta, GA

Problem Management Analyst 2015 – 2018

Drove problem investigations to resolution, facilitating root cause analyses and implementing corrective and preventative actions.

Proactively analyzed incident data, identifying trends and potential problems.

Tracked and reported on the status of all active problem investigations.

Created and maintained high-level training documentation, policies, frameworks, and process guides for executive audiences.

Continuously improved and automated existing processes, leveraging relevant tools and IT support.

ADDITIONAL RELEVANT EXPERIENCE

DXC (Formerly CSC), Hyd, India

Business Analyst and ITIL Process Consultant- ITSM

DXC (Formerly CSC), Hyd, India

Business Excellence - Analyst-Quality

EDUCATION

Bachelor of Technology (BTech), Jawaharlal Nehru Technological University, Andhra Pradesh, India

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