About
Versatile technical and operations professional with demonstrated internal progression through Support Engineering, QA Manual Testing, and Software Engineering at a US-based VoIP software company (Apr 2024 – Jun 2026), concurrently managing a part-time Operations & Automation role for a London-based short-term rental business (Jan 2025 – Present) reporting directly to its CEO/founder. Brings proven expertise in full-stack .NET/Blazor/C# development, MSSQL database engineering, AWS cloud infrastructure (EC2 & Lightsail), Linux/Windows Server administration, network troubleshooting, REST API integrations, Python automation, and AI feature development (OpenAI, Gemini, Ollama). Experienced in resolving mission-critical production incidents for hospitals, automotive firms, and IT organisations across the US, UK, and Australia, and in building finance/revenue automation systems that cut manual workload by 95%+. Certified 3CX PBX professional with prior experience across customer service, retail operations, financial advisory, and student leadership. Demonstrates high output capacity and strong time management across concurrent technical and operational domains.
Skills & Expertise (54)
Work Experience
Operations & Automation Virtual Assistant
StaySmart
Jan 2025 - Present
Managed on a weekend/freelance for a property management business operating 27+ short-term rental listings across London, with full ownership of guest operations, revenue management, finance automation, technology development, marketing, and team leadership. Built Python-based transaction categorisation automation from scratch — reduced monthly manual entries from 1,700 to under 40 (95%+ reduction), eliminating categorisation errors entirely. Integrated finance automation with the Slack API for automatic monthly P&L reporting — enabling hands-off, real-time financial visibility for the founder. Designed a fully automated invoice generation system using Python, AI message analysis, and REST APIs — eliminated hours of weekly manual invoice creation and ensured tax-compliant records. Took complete ownership of financial tracking: transactions, income/expenditure categorisation, MSSQL database integration, and monthly financial reports. Managed dynamic pricing calendars across 27+ listings using PriceLabs based on demand forecasting, competitor benchmarking, and local event analysis. Led Airbnb listing SEO — improved underperforming listings from page 10+ to page 1–3 through algorithm-aligned techniques; monitored impressions and ranking KPIs. Executed crisis pricing strategy during the Iran conflict period: maintained minimum viable rate floors, sustained bookings, and protected profitability during demand disruptions. Managed Booking.com Genius settings and Airbnb discount programmes; onboarded the business onto Agoda, Expedia, and Vrbo to expand distribution channels. Managed all guest communications, special requests, and on-site team coordination across Airbnb, Booking.com, Agoda, Expedia, and Vrbo — maintaining high response rates and review scores. Created self-check-in documentation, saved reply libraries, and guest guides — generating positive review volume praising clarity of the check-in process. Recovered 32+ damage claims from Airbnb and Booking.com — full documentation, evidence compilation, and platform communications. Engaged platform support to have false/misleading reviews investigated and removed — protecting listing ratings and review integrity across platforms. Designed and executed a direct booking outreach programme — secured 30+ long-term direct booking clients, reducing OTA commission dependency and generating commission-free revenue. Managed a full website redesign project independently: sourced a freelance design/dev team, contributed to design direction, and oversaw end-to-end delivery. Led hiring for 2+ team members — managed sourcing, screening, and onboarding; both retained 12+ months. Created rosters, assigned tasks, and built training documentation. Assisted in landlord meetings and negotiations to onboard new properties — contributed to portfolio growth to 27+ listings; introduced Slack as the primary internal communication platform.
Software Engineer | QA Manual Tester | Technical Support Engineer
VoIPTools (via Gold CRM)
Apr 2024 - Jun 2026
Progressed internally across Software Engineering, QA Manual Testing, and Technical Support, supporting across LATAM, APAC, EMEA and various global clients. Developed full-stack business applications using .NET, Blazor, and C#; built a reporting platform enabling non-technical users to generate advanced custom reports without direct SQL interaction. Integrated AI capabilities using OpenAI API, Gemini API, and Ollama into production features — enabling natural-language report generation and advancing the product intelligence layer. Designed and implemented database retrieval layers using MSSQL and SSMS; improved query performance and business data accessibility for end users. Contributed multiple UI/UX enhancement proposals incorporated into the product roadmap; collaborated directly with customers for requirements gathering and solution design. Maintained source control workflows in GitHub and TFS; upheld code quality and technical documentation standards. Executed comprehensive test plans across .NET/Blazor applications in Windows Server and Linux environments — covering functional, regression, UAT, upgrade, and exploratory testing. Identified critical escalation workflow defects in voicemail management modules; developed enhanced testing procedures to prevent recurrence in future releases. Reported UX improvement recommendations grounded in real-world customer behaviour — directly influencing product enhancements; presented ideas to company founder with positive recognition. Developed improved testing scripts and documentation frameworks; applied AI-driven methodologies to uncover QA coverage gaps. Provided Tier 2/3 technical support for .NET and Blazor-based PBX tools to enterprise clients across US, UK, Australia, APAC, EMEA, and LATAM — including hospitals, automotive firms, schools, and IT organisations. Managed critical production outages end-to-end: diagnosed root causes via system/application logs, executed SQL remediation scripts, and restored services with minimum downtime. Resolved a high-impact Recording Manager outage for an automotive client — identified application crash and config errors causing recording deletion; recovered lost data and corrected system configuration. Fixed a mission-critical escalation notification failure for an IT company — diagnosed MSSQL timezone inconsistencies, deployed SQL fixes, and contributed findings to a permanent product patch. Diagnosed and resolved 3CX PBX integration, Relay Agent, and REST API communication failures across complex multi-server environments. Administered cloud-hosted environments on AWS EC2 and AWS Lightsail; configured SSL certificates, DNS, firewalls, and Linux Debian server settings. Conducted technical product demonstrations and pre-sales discovery calls — contributing to customer acquisition when sales resources were unavailable. Mentored junior team members; created SOPs and knowledge transfer documentation reducing onboarding time.
Customer Service Associate
Amazon Development Centre Pvt. Ltd.
Aug 2023 - Mar 2024
Delivered high-quality customer support via chat and email; consistently met or exceeded KPIs for response time, resolution rate, and CSAT. Collaborated with cross-functional teams to identify and implement process improvements enhancing customer experience.
Omni Sports Leader
Decathlon Sports
Nov 2022 - Aug 2023
Managed customer engagement, inventory activities, and sales-related operations while maintaining a customer satisfaction KPI above 95%. Participated in B2B initiatives and cross-functional projects supporting revenue growth; built strong customer communities and enhanced service experiences.
Financial Advisor
Life Insurance Corporation of India
Oct 2020 - Oct 2022
Connected with 2,400+ prospects to generate business opportunities and served 150+ customers with consultative support. Built long-term customer relationships through personalised recommendations.
Education
MCA — Information Technology (Specialisation: Machine Learning & AI) - Amity University
2025 - · Afghanistan
B.A. (Hons.) — English, Minor in Computer Science - University of Delhi
2020 - 2023 · Afghanistan
Certifications
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Skills (54)
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