About
Results-driven Analyst with 5 years of experience with strong operational and technical expertise with hands-on data analysis skills. Proficient in SQL, Python, and Power BI, with proven experience in building interactive dashboards and reports to drive insights, improve service delivery, and support data-driven decision-making. Experienced in translating complex technical data into clear, actionable insights for stakeholders.
Skills & Expertise (18)
Work Experience
Network Technical Analyst - L2
Computacenter
Jul 2022 - Present
Working in a Shared Services so need to manage multiple account intakes. Interacting with different Accounts Delivery Lead and stakeholders for daily project updates. Acted as Single Point of Contact (SPOC) and Acting Team Lead, coordinating stakeholders, managing escalations, and ensuring SLA adherence. Maintaining and Managing SLA adherence, Breach and total Intakes on a centralized dashboard and presenting it to Stakeholders on weekly meetings. Performed Root Cause Analysis (RCA) across multiple accounts, delivering detailed analysis and sharing actionable reports with Delivery Leads to drive operational improvements. Responsible for smooth transition of new accounts into production, including end-to-end coordination and managing tool access for team members. Responsible for handling any escalation reported from Customer or anything highlighted by Delivery Leads.
Subject-Matter Expert
HCLTech
Jan 2021 - Jun 2022
Improved stakeholder engagement by 99% by communicating project progress to stakeholders. Highlighted data accuracy and scope of audit work with numbers. Maintaining MTD, QTD and YTD report and sharing it with Delivery management DL. Created a ServiceNow Dashboard for live tracking of incident on hourly basis. Managing and creating knowledge base articles and bridging call in between L2 and L3 teams in case of global escalation. Managing Knowledge transfer to team in case of any new update in existing process or at the time of new joining in the team. Acting as a SPOC and providing expert advice in managing intake flow.
Education
Bachelor of Technology in Computer Science - BABU BANARASI DAS National INSTITUTE OF TECHNOLOGY AND MANAGEMENT
2016 - 2020 · Afghanistan
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Availability Details
Visa Status
Need Sponsorship
Relocation
Depends on Offer
