IT Service Operations Analytics

IT Service Operations Analytics

I designed and implemented a Power BI operations dashboard to provide structured visibility into IT service activity across departments, sites, and support channels. Recognizing the need for clearer insight into ticket intake patterns and workload distribution, I independently developed a centralized reporting solution to improve operational transparency.

The dashboard consolidates service request data into a dynamic reporting framework and highlights key operational indicators such as:

• Ticket volume trends by month and year

• Distribution of requests by intake channel

• Ticket counts per technician

• Cross-site and division-level workload distribution

• Open versus completed request visibility

By implementing interactive filtering and structured visual segmentation, I created a scalable reporting tool that supports both frontline support teams and leadership stakeholders. The solution allows for real-time filtering by group, site, and request type, enabling deeper analysis of service patterns and demand fluctuations.

Through intentional layout design, data modeling, and performance-focused visualization techniques, I transformed high-volume service data into an accessible operational intelligence platform. This initiative improved general support awareness, supported resource allocation discussions, and enhanced overall visibility into IT service delivery trends.

This project demonstrates my hands-on experience in Power BI development, service operations analytics, enterprise reporting design, and translating complex ticket data into structured, decision-support reporting within an enterprise IT environment.