About
Detail-oriented Operations Analyst / Operations Specialist with 3+ years of experience supporting business operations, customer operations, and process-driven teams in fast-paced environments. Proven ability to manage high-volume workflows, analyze data using SQL, Excel, and Google Sheets, maintain SOPs and knowledge bases, and collaborate cross-functionally to improve SLA adherence, turnaround time, and operational efficiency. Strong background in data wrangling, reporting, quality checks, and process optimization.
Skills & Expertise (21)
Work Experience
Operations Analyst (Support Operations)
CertifyOS
Aug 2024 - Nov 2025
Managed high-volume operational queues in JIRA Service Management, handling 25–40 cases per week while meeting defined SLA and turnaround time targets. Performed data validation, cleansing, and transformation (ETL) on credentialing datasets to ensure accuracy and compliance with internal and external standards. Used SQL queries, Excel (pivot tables, lookups), and Google Sheets to extract, analyze, and reconcile operational data, identify trends, and support weekly and ad-hoc reporting. Leveraged AI prompt engineering to accelerate data analysis, summarize operational trends, draft SOP updates, and improve documentation efficiency. Conducted quality checks and audits on credentialing records, reducing rework and improving data accuracy. Documented and maintained SOPs, process workflows, and knowledge base articles to standardize operations and onboard new team members. Identified recurring operational issues through root cause analysis and partnered with Product, Engineering, and Operations teams to implement process improvements. Provided regular status updates to stakeholders and ensured clear communication throughout the resolution lifecycle.
Customer Support Operations
project44
Feb 2023 - May 2023
Supported global operations teams by managing Zendesk ticket queues and coordinating issue resolution for customers across Europe and the US. Monitored operational systems using Datadog and Grafana, identifying anomalies and escalating incidents based on defined runbooks. Performed data checks and operational reporting related to shipment updates and system performance. Conducted root cause analysis on recurring operational incidents and contributed to corrective action plans. Helped improve response time and SLA adherence through better queue prioritization and documentation.
Research Associate
CloudThat Technologies
Apr 2022 - Dec 2022
Supported internal operations and delivery teams by maintaining project data, tracking task status, and preparing operational reports. Assisted with cloud cost tracking, usage analysis, and documentation for AWS and Azure environments. Created internal documentation and process guides to improve operational consistency.
Graduate Engineer
Fynd (Shopsense Retail Technologies Ltd)
Nov 2021 - Apr 2022
Supported backend and operations teams by maintaining data integrity across MongoDB databases. Assisted in data extraction, reporting, and validation to support operational and business needs. Documented operational procedures and assisted in resolving production issues impacting business workflows.
Education
B.Tech in Computer Science Engineering - The Neotia University
2017 - 2021 · Afghanistan
Certifications
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Skills (21)
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