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Shibu Sangma

Junior Data Analyst with over 8 years of technical experience. Skilled in Python, SQL, Excel, data visualization, AI, and prompt engineering. Committed to delivering insightful, data-driven business solutions.

Dalgaon

8+ years of work experience

Freelance
Jan 20265 mosPresent

United States

Freelance Translator | English ↔ Hindi | Marketing, E-Commerce & Legal | Culturally Accurate Localization for Indian & Global Brands
Concentrix
Jun 20242 yrsPresent

Concentrix
Mar 20188 yrs 3 mosPresent

Bangalore Urban, Karnataka, India

Concentrix
Mar 20186 yrs 10 mosDec 2024

Mumbai, Maharashtra, India

Motivated and detail-oriented aspiring Junior Data Analyst with a BCA from Bangalore University (2023) and 8+ years of technical expertise, including 6 years in technical support at Concentrix and 2 years as a Hardware Engineer at HP. Proficient in Python, SQL, Excel, and data visualization tools, with hands-on knowledge of AI applications and prompt engineering. Skilled at analyzing datasets, troubleshooting systems, and delivering data-driven solutions that improve performance and efficiency. Seeking to leverage a strong technical foundation and analytical mindset to provide business insights and support data-driven decision-making.
Concentrix — Lenovo Process
20186 yrs2024

Managed a caseload of 40–60 technical support tickets per week; analysed error logs and system diagnostics to identify recurring failure patterns, reducing average resolution time by ~30%. Conducted structured root cause analysis on escalated hardware and software issues using systematic data-driven methodologies, achieving a first-call resolution rate exceeding 85%. Tracked and reported individual and team KPIs via CRM dashboards and Microsoft 365 Dynamics, delivering weekly performance summaries that directly informed resource allocation decisions. Identified a recurring SSD firmware failure trend by cross-referencing customer complaint data across 200+ cases; flagged findings to the engineering team, contributing to a product advisory that reduced repeat calls by ~20%. Mentored 8 junior advisors on structured diagnostic workflows, improving team-wide ticket accuracy and reducing escalations by an estimated 15%.
HP — iQor
20152 yrs2017

Diagnosed and resolved on-site hardware failures for enterprise and consumer HP products, maintaining a 95%+ customer satisfaction rating across 200+ monthly service calls. Maintained structured field service reports documenting issue types, resolution methods, and parts replaced — creating a data log used to identify high-frequency failure components. Analysed component return trends to flag quality issues with specific hardware batches, enabling the regional service team to proactively stock critical parts and cut average repair TAT by ~25%. Built a parts-demand tracking log in Excel by analysing 6 months of field service records; coordinated with logistics to restock high-failure components proactively, cutting average client repair turnaround by an estimated 18%.

Education

BCA - Bachelor of Computer Application, Computer and Information Sciences and Support Services

SS international university

20203 yrs2023
bangalore university

Bachelor of Computer Applications

bangalore university

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Headline

Junior Data Analyst with over 8 years of technical experience. Skilled in Python, SQL, Excel, data visualization, AI, and prompt engineering. Committed to delivering insightful, data-driven business solutions.

About

My expertise is in Linux Administration, Prompt Engineering, and Python, which I use to design and execute Generative AI. Windows/Linux expert with system administration, technical support, and process optimization skills.

Location

Dalgaon

Work experience

Freelance Translator at Freelance, Jan 2026 - Present · 5 mos, United States, Freelance Translator | English ↔ Hindi | Marketing, E-Commerce & Legal | Culturally Accurate Localization for Indian & Global Brands

Linux Administrator at Concentrix, Jun 2024 - Present · 2 yrs

Senior Technical Specialist at Concentrix, Mar 2018 - Present · 8 yrs 3 mos, Bangalore Urban, Karnataka, India

Data Analyst at Concentrix, Mar 2018 - Dec 2024 · 6 yrs 10 mos, Mumbai, Maharashtra, India, Motivated and detail-oriented aspiring Junior Data Analyst with a BCA from Bangalore University (2023) and 8+ years of technical expertise, including 6 years in technical support at Concentrix and 2 years as a Hardware Engineer at HP. Proficient in Python, SQL, Excel, and data visualization tools, with hands-on knowledge of AI applications and prompt engineering. Skilled at analyzing datasets, troubleshooting systems, and delivering data-driven solutions that improve performance and efficiency. Seeking to leverage a strong technical foundation and analytical mindset to provide business insights and support data-driven decision-making.

Senior Technical Advisor at Concentrix — Lenovo Process, 2018 - 2024 · 6 yrs, Managed a caseload of 40–60 technical support tickets per week; analysed error logs and system diagnostics to identify recurring failure patterns, reducing average resolution time by ~30%. Conducted structured root cause analysis on escalated hardware and software issues using systematic data-driven methodologies, achieving a first-call resolution rate exceeding 85%. Tracked and reported individual and team KPIs via CRM dashboards and Microsoft 365 Dynamics, delivering weekly performance summaries that directly informed resource allocation decisions. Identified a recurring SSD firmware failure trend by cross-referencing customer complaint data across 200+ cases; flagged findings to the engineering team, contributing to a product advisory that reduced repeat calls by ~20%. Mentored 8 junior advisors on structured diagnostic workflows, improving team-wide ticket accuracy and reducing escalations by an estimated 15%.

Field Engineer at HP — iQor, 2015 - 2017 · 2 yrs, Diagnosed and resolved on-site hardware failures for enterprise and consumer HP products, maintaining a 95%+ customer satisfaction rating across 200+ monthly service calls. Maintained structured field service reports documenting issue types, resolution methods, and parts replaced — creating a data log used to identify high-frequency failure components. Analysed component return trends to flag quality issues with specific hardware batches, enabling the regional service team to proactively stock critical parts and cut average repair TAT by ~25%. Built a parts-demand tracking log in Excel by analysing 6 months of field service records; coordinated with logistics to restock high-failure components proactively, cutting average client repair turnaround by an estimated 18%.

Education

BCA - Bachelor of Computer Application, Computer and Information Sciences and Support Services, SS international university

Bachelor of Computer Applications, bangalore university