IT Operations & Business Intelligence Dashboard Project

Spearheaded a business intelligence project to integrate data from IT Manage Engine Modules (including ServiceDesk Plus and AssetExplorer) into Power BI. Designed and deployed a suite of real-time, interactive dashboards to provide a holistic view of IT operations and asset performance.

Key Achievements:

Optimized Service Delivery: Developed a Ticket Management dashboard that analyzed closed vs. assigned tickets, technician performance, and average handling time, resulting in a 91.5% on-time closure rate.

Improved IT Compliance: Created a Compliance Dashboard that tracked over 32,000 patches and analyzed compliance status by device and operating system, achieving an average compliance rate of 69.7% and reducing missing patches.

Enhanced Operational Efficiency: Built a comprehensive Assets Dashboard to monitor asset categories, states (In Use, In Store), and availability, providing real-time data on over 2,700 total assets for proactive management.

Drove Strategic Decisions: Utilized Key Influencers analysis to identify factors (e.g., assigned time, ticket category) that significantly impacted overdue tickets, informing targeted strategies to improve service levels and reduce delays.