MyJourney
from production support to product
I started in production support at Accenture, resolving incidents multiple times a day and building the dashboards that kept operations running.
Somewhere in the middle of all that data, I found myself asking "why are we building this feature at all" more than "how do I fix this ticket." That question is what pulled me toward product.
I didn't just study it. I built Pivot Search end-to-end, from PRD through launch readiness, to prove to myself I could think and operate like a PM, not just admire it from the sidelines.
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incidents resolved monthly
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hours/week saved through automation
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stakeholders relying on my dashboards
What that looked like in practice:
Turning Manual Reporting Into an Automated System
Recurring market-facing reports were being compiled manually every cycle, a slow, repetitive process that ate into time that could go toward actual analysis. I identified the pattern, built an automated workflow using Power Automate to handle the report generation and distribution, and validated it against the manual process until it was fully reliable. The result freed up over 10 hours a week that used to go into repetitive manual work, time redirected into higher value analysis and stakeholder support.
Root Cause Analysis at Scale
Production incidents came in multiple times a day, and the easy path would have been to just resolve each one and move to the next. Instead, I used PagerDuty to track patterns across incidents, documented root causes rather than just symptoms, and flagged recurring issues to the architecture and engineering teams so fixes addressed the underlying problem, not just the immediate ticket. Over time this meant resolving 60 plus incidents a month while actively driving down repeat occurrences, protecting SLA commitments in the process.
Making Data the Center of Cross Functional Decisions
Working across 10 plus Agile sprints a quarter meant constant coordination between business stakeholders and engineering. I built and maintained Power BI and Excel dashboards that became the shared source of truth for 20 plus stakeholders, used directly in weekly reviews to prioritize what got built next. I also partnered directly with architecture and engineering teams on data pipeline reliability, work that included hands on experience with APIs, ensuring the data feeding those dashboards was actually trustworthy.
Education
and the certificate pile
Bachelor of Technology, Information Technology
Mukesh Patel School of Technology and Management
May 2017 – May 2021
Certificate of Merit
Certifications
- Google Analytics (GA4)
- Google Associate Cloud Engineer
- Power BI Data Analyst Associate
- Claude Certified Architect – Foundations
- GitHub Copilot Certified
- Postman API Testing
- Udacity Product Manager Nanodegree