---
title: "Nishanth Kesavan - Technology Specialist in Bengaluru | Tal"
description: "Meet Nishanth Kesavan, Data & BI Analyst | Power BI | Excel | Specialist in Customer & Supportability Insights based in Bengaluru."
image: "https://tal.club/meet/nishanth-kesavan/share-image"
---

# Nishanth Kesavan on Tal

## Headline

Data & BI Analyst \| Power BI \| Excel \| Specialist in Customer & Supportability Insights

## About

More than five years experience in technical support and a year as product analyst for Microsoft products\.

## Location

Bengaluru

## Work experience

Technology Specialist at Brillio, Mar 2016 \- May 2025 · 9 yrs 3 mos, Hybrid, Data & Business Intelligence Specialist supporting Microsoft’s Supportability Insights organization\. Led taxonomy design, analytics transformation, and enterprise reporting initiatives to improve product issue visibility and engineering decision making\. Key Contributions: • Designed and consolidated multi\-product taxonomies \(Sales, Accounts, Office, Windows, etc\.\) into a unified classification framework, improving reporting consistency and reducing maintenance overhead\. • Conducted deep failure and incident trend analysis to identify top recurring product issues, enabling engineering teams to prioritize high impact fixes\. • Transitioned reporting ecosystem from Excel based pivots to scalable Power BI dashboards, significantly improving accessibility and stakeholder self\-service\. • Developed advanced Power BI dashboards using DAX, calculated columns, and optimized data models to track daily/weekly/monthly issue trends and engagement metrics\. • Played a critical role in ML model enablement by preparing high\-confidence manually classified data, refining taxonomy structures, and validating model outputs through sampling methodologies\. • Built specialized dashboards including: Copilot trending insights dashboard for product prioritization CELA \(Legal Affairs\) dashboard integrated with Power Automate for case tracking • Automated report generation and distribution workflows to ensure timely delivery of business critical insights\. • Collaborated closely with Supportability Project Managers \(SPMs\) and cross functional stakeholders to build reporting solutions from the ground up, minimizing post\-release rework and improving adoption\. Impact: Improved operational efficiency, enhanced classification accuracy, and enabled faster engineering response cycles through structured data modeling and actionable analytics\.

Senior Operations Specialist at Brillio, Feb 2014 \- Mar 2016 · 2 yrs 2 mos, On\-site, • Code the details out in a decision tree \(SBIS\-Tool\) using formulated methodology after simulating\\reproducing the issues so as to make the data available for the development team for fixing issues \(glitches\\bugs\\customer’s feature request\) with the Microsoft products\. • Participating in Customer and Partner engagements \(BETA participation, Online Communities\), etc\. • Deep Analysis into area issues • Content gap analysis • Monthly Meetings with SPMs • Testing • Area taxonomy reviews • Full classification details for top issues • Competitive analysis

Senior Associate at Prithvi Solutions, Oct 2012 \- Feb 2014 · 1 yr 5 mos, Bangalore, • Analyzing, Researching, Classifying, Reproducing and Reporting of Product Failures from Retail Incident Data and OEM incident Data for various Microsoft products \(Windows 8, Windows 7, Live services, Surface RT, Surface Pro, Office, Internet Explorer, Windows 8\.1 and Windows Phone 8\)\. • Reproducing the top X issues \(Desktop issues, Gaming, Security, Updates, and Networking, Windows Live Essentials and Xbox\) at the workstations or at Labs\.

Subject Matter Expert at C\-Cubed Solutions, Sep 2008 \- Sep 2012 · 4 yrs 1 mo, Progressed through multiple roles within technical support operations, contributing across frontline support, escalations, quality assurance, training, and team leadership\. Key Responsibilities & Contributions: • Provided real time chat based technical support for Sony VAIO computers and accessories, assisting customers with network setup \(wired/wireless\), MS Office troubleshooting \(including Outlook configuration\), and general system diagnostics\. • Acted as the first point of contact for IT related customer queries, ensuring high resolution rates and positive customer experience\. • As a Tier 2 Support Specialist, handled complex escalations and irate customers, delivered remote troubleshooting sessions, investigated advanced technical issues, and coordinated with third party technical specialists for resolution\. • Served as a Process Analyst by auditing chat interactions to ensure compliance with Sony policies, technical accuracy, and communication standards\. Delivered structured feedback to agents to improve performance and customer satisfaction\. • Designed and delivered technical training programs for new hires, creating updated training materials aligned with evolving VAIO technologies and support processes\. • As a Quality Analyst, led team level quality assurance initiatives, certified trainees for frontline deployment, and participated in joint calibration sessions with client stakeholders to benchmark agent performance\. • As a Subject Matter Expert \(SME\), managed a group of agents, monitored productivity and KPIs, communicated policy/technical updates, and drove continuous performance improvement initiatives\. Impact: Improved team quality standards, strengthened escalation handling efficiency, enhanced training effectiveness, and maintained high compliance with client\-defined service metrics\.

## Education

Bachelor in Computer Application, Computer Science, Alagappa University

Diploma\- Information & Techonology, Information Technology, Dr\. B\.R \. Ambedkar Institute of Techonology

[View the original profile](https://tal.club/meet/nishanth-kesavan)

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