About
Data and business analytics-oriented professional with hands-on experience in SQL, Python, dashboard reporting, ticket analytics, API validation, and operational support within a fast-paced SaaS environment. Proven track record of resolving ~750 customer tickets per month with a 95% resolution rate, building analysis-ready datasets and reports, cleaning and validating data, and translating trends into actionable insights for cross-functional teams. Skilled in data-driven decision-making, KPI tracking, data visualization, root cause analysis, and stakeholder communication.
Skills & Expertise (35)
Work Experience
Technical Support Engineer
Talview
Feb 2025 - Present
Resolve approximately 750 customer and platform support tickets each month across email, chat, and support channels while maintaining a 95% resolution rate and minimizing escalations. Write and optimize 50+ SQL queries to extract, clean, validate, and analyze customer, product, and operational data for issue diagnosis, reporting, and business requests. Use Metabase dashboards and structured datasets to monitor ticket trends, SLA adherence, turnaround time, error patterns, issue categories, and support KPIs for reporting and service improvement. Prepare executive and quarterly reports summarizing support volumes, recurring issue clusters, performance metrics, CSAT trends, and operational insights for leadership review. Perform data cleaning and data preparation activities to convert raw support and system data into analysis-ready outputs that improve reporting accuracy and decision-making. Validate source records, identify inconsistencies, check missing values, reconcile mismatched fields, and organize data points during investigations to improve root cause analysis. Support data-driven decisions by identifying high-frequency issue patterns, highlighting process gaps, and sharing insights with product and engineering teams to improve platform performance. Handle ad hoc data and reporting requests from internal stakeholders by preparing extracts, summaries, and dashboard-ready inputs using SQL, Excel, and BI-oriented tools. Work with REST APIs and Postman for validation, bulk updates, account provisioning, and workflow checks; use API responses and logs as data points in troubleshooting and reporting. Contribute to data storytelling by translating operational findings into concise updates, trend summaries, and actionable next steps for stakeholders; achieved 5/5 CSAT across 3 consecutive quarters.
Web Development Intern
Technological Global Pvt. Ltd.
Nov 2023 - Dec 2023
Developed an e-commerce website using HTML, CSS, and JavaScript with a focus on usability, clean structure, and front-end performance. Collaborated with team members on feature implementation, testing, and workflow documentation, strengthening problem solving and coordination skills.
Education
MCA - Atria Institute of Technology, VTU Bengaluru
- 2024 · Afghanistan
B.Sc. Computer Science - Seshadripuram First Grade College, Bangalore City University
- 2022 · Afghanistan
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Skills (35)
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