Siddhant Latiyan

Conestoga College, Kitchener, ON – Part Time

March 2022–Present

Provides first level technical support to internal and external clients by handling requests via email, phone, and chat.
Conduct Zoom/Webex/Teams calls with clients to further troubleshoot technical issues within the College.
Create and maintain all necessary case documentation, including owning the case to resolution.
Researching innovative and creative methods/opportunities to effectively engage students.
Assist with product training to new and existing users.
Provide system level and UAT testing for new patches, minor and major version releases, document test results, and work with students and IT team to amend deficiencies.
Provide support to all the Microsoft suite of products (SharePoint, Office 365, Exchange, Azure, Skype for Business, Yammer)

Incise Infotech Pvt. Ltd., Noida, India

March 2020–April 2021

Proposed solutions to improve system efficiencies, leading to a 15% reduction in operating costs.
Spearheaded a major pricing restructure by redirecting focus on consumer willingness to pay instead of product cost; implemented a three-tiered pricing model which increased average sale 35% and margin 12%.
Decreased uninstallation rate by 40% by introducing an interactive tutorial at app launch.
Collaborated with customer service to identify the most common customer complaints, generating process change suggestions that improved positive feedback rating from 76% to 89%.
Conducted Data cleaning, filtering, and analysis data, KPIs using statistical techniques and storytelling through Tableau Dashboards.
Run Queries to access, read, manipulate & analyse the data stored in databases and generate useful insights to drive informed decision-making process.
Performed exploratory data analysis & root cause analysis using SAS & Pandas.
Contributed to reports on product development and design.
Create dashboards, production forecasts, and other reports using Advanced Excel Formulas, Tables & Formatting, Conditional Formatting, Advanced Charting, Pivot Tables, and Pivot Reporting.
Received, cleaned, and prepped data from client using Python and Excel to help marketing and sales team to build marketing mix models that lifted ROI by 4 basis points.

Zinka Logistics Solutions Pvt. Ltd., Noida, India

Jr. Data Analyst

Jan 2018–Mar 2020

Worked with 4 interns to conduct attitude study, which led current buyers to purchase service 13% more frequently.
Collaborated with and garnered feedback from product managers and analysts, and documented user data · Determined strategic marketing opportunity for client through analysis, delineating savings of $12K in annual campaign budget ·
Performed ad-hoc requests for clients using Excel and customized Pandas queries to extract and format requested information.
Aggregated unstructured data from 20+ sources to build the foundation of a new product; led to $100,000 in new revenue.
Analysed data from 25000 monthly active users and used outputs to guide marketing and product strategies; increased average app engagement time by 2x.
Generated informative dashboards and presented KPI’s for our business activities using Tableau and Excel.
Used Microsoft Excel to create pivot tables and pivot reporting, as well as used VLOOKUP and other advanced function.
Performed market analysis to efficiently achieve objective and increased sales by 20%

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