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Skills & Expertise (30)
Work Experience
Software Engineer
Wipro Technologies
Oct 2018 - Dec 2022
Analyzed service ticket data to identify high-volume categories, recurring issues, and automation opportunities, supporting data-driven decision-making for IT process improvements. Generated and presented weekly SLA and performance reports using Excel and PowerPoint, and presented to Stakeholders and Management for better visibility on key metrics and performance. Created and maintained SOPs for commonly reported issues, enhancing resolution consistency and reducing time to resolve. Used ticketing tools (ServiceNow, Cherwell) to manage requests, categorize problems, and ensure timely resolution within defined SLAs. Contributed to internal documentation and knowledge base updates, and trained new joiners to ensure consistent support practices. Served as first point of contact for incident reporting and resolution.
Sr. Technical Support Engineer
Persistent System
Nov 2023 - Jul 2024
Collaborated with service delivery led to analyze and plan phased service desk migration from client to internal IT team. Analysed categories and ticket data that helps defining priority categories for Phase 1 and Phase 2 of service transition based on impact, complexity, and dependency mapping. Analysed service data and inter-team dependencies to forecast impact on incident volume, staffing needs, and escalation patterns. Used tools like ServiceNow, Excel, and PowerPoint for tracking and reporting, Supported reporting and documentation needs for the transition lifecycle, contributing to successful onboarding and knowledge transfer. Contributed to New system setup for user groups and creating self-help documentation for seamless transition.
Education
Bachelors of Engineering (EC) - School of Engineering and Technology, Vikram University
2013 - 2017 · Afghanistan
Certifications
Master in Data Science and Analytics
· 2025
Data Analysis with Python
IBM · 2025
Python 101 for Data Science
IBM · 2025
Machine Learning with Python
IBM · 2025
ITIL ® Foundation Certificate in IT Service Management
· 2024
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