Pratheeksha Prakash

4+ years of technical support and troubleshooting experience in a regulated banking environment at IBM, owning escalations for data pipelines and system integrations where issues had to be traced back through two or three connected systems and resolved right the first time. Strong SQL skills for root-cause analysis, data validation, and issue investigation, with daily use of JIRA, Confluence, and ITSM ticketing to manage escalations end-to-end. This past year, built and shipped a live AI SaaS product solo (Gemini's API, Firebase, Cloud Run) — full ownership of the technical build and the customer-facing experience.

Currently finishing an Executive MBA alongside full-time work.

ETL Developer - IBM

(2023-06)

Banking & Financial Services Client

• Owned escalations for data pipeline and system integration failures — traced issues via SQL across two to three connected systems, worked directly with customers to understand what they'd seen on their end, and resolved or routed to engineering.
• First point of contact for stakeholder and customer requests — turned vague asks into requirements with acceptance criteria attached before they ever reached review.
• Owned release readiness for the migration off Informatica PowerCenter onto IICS: checklists, UAT coordination across business and engineering, and running the cutover cadence so nothing slipped through.
• Maintained a single source of truth for release status across business, engineering, and testing — decisions and follow-ups were tracked to close instead of getting lost in meetings.

Product Operations Analyst - IBM

(2022-06 - 2023-06)

Banking & Financial Services Client

• Managed customer support tickets end-to-end in ITSM — logging, triaging, resolving, and escalating — with notes kept complete enough that the next person could pick up without starting from scratch.
• Handled day-to-day customer conversations, resolving issues on the spot and escalating recurring patterns to the technical team with full context.
• Identified repetitive ticket-handling work and automated it with JIRA rules and Excel macros, improving SLA adherence by about 20%.
• Built documentation for edge cases and workarounds that previously lived only in individual team members' heads, cutting onboarding time for new joiners.
• Operated entirely within a regulated bank's change-control process, where releases required complete documentation and sign-off from every team involved.

MBA - Executive - School of Management Studies — Cochin University of Science and Technology (2026-09 - 2028)

B.Tech - Electronics & Communications Engineering - CUSAT (2018-08 - 2022-05)