About
Data Analyst with 5+ years of experience supporting large-scale software product operations at Hewlett-Packard (HP) and MCB. Specialized in data reporting, KPI tracking, and analytics-driven decision making using Power BI, Excel, SQL, Jira, ServiceNow, and AWS. Proven track record of improving operational performance, including ~10% increase in TCR, ~5% improvement in CSAT, and ~30% reduction in manual reporting through automation and process optimization. Strong collaborator with hands-on experience in Agile and ITIL environments, driving efficient delivery, system enhancements, and continuous improvement.
Skills & Expertise (26)
Work Experience
Data Analyst
Hewlett Packard - HP
Jan 2024 - Present
Supported enterprise analytics reporting platforms serving 10,000+ monthly active users by delivering accurate dashboards, operational reports, and actionable insights to business stakeholders. Defined, tracked, and monitored key performance indicators (KPIs) including Task Completion Rate (TCR), Customer Satisfaction (CSAT), and Customer Effort Score (CES), driving ~10% improvement in TCR and ~5% uplift in CSAT through data-driven optimization initiatives. Designed and automated ad-hoc and recurring reports using Excel (VLOOKUP, HLOOKUP, Pivot Tables, Power Query) and Power BI, achieving ~30% reduction in manual reporting effort while improving data accuracy and turnaround time. Developed interactive Power BI dashboards consumed by 5–7 business stakeholders for weekly operational reviews and monthly performance governance meetings, enabling faster decision-making and transparency across teams. Analyzed 300–500 monthly customer survey responses using Qualtrics analytics to identify customer experience gaps, behavioral trends, and improvement opportunities, translating insights into actionable recommendations for product and support teams. Validated and reconciled analytics data including events, eVars, and props to ensure tracking accuracy and data integrity, reducing reporting discrepancies by ~20% and strengthening stakeholder confidence in analytics outputs. Partnered with cross-functional teams including product, operations, and support to translate business requirements into reporting solutions, ensuring alignment between analytics outcomes and organizational objectives. Performed root cause analysis on performance deviations and reporting inconsistencies, proactively identifying data quality issues and implementing corrective measures to improve reliability and consistency of insights. Maintained documentation for reporting logic, KPI definitions, and dashboard workflows to support audit readiness, knowledge transfer, and scalability of analytics processes.
IT Analyst
MCB ERP (RCIS)
Jan 2020 - Dec 2023
Led analytics support for MCB ERP service operations by designing operational dashboards and performance reports that monitored incident volume, SLA adherence, backlog aging, and resolution trends across multiple business units. Developed complex SQL queries and data models to extract, cleanse, and transform ERP transactional data, enabling accurate root-cause analysis, forecasting, and executive-level reporting for service optimization initiatives. Automated recurring operational reports using Power BI and Excel (Power Query, Pivot Tables), reducing manual reporting effort by ~35% while improving data accuracy, consistency, and delivery timelines. Analyzed service performance KPIs including MTTR, First Call Resolution (FCR), ticket throughput, and system availability, delivering actionable insights that improved operational efficiency, resource utilization, and customer satisfaction across ERP support functions.
System Admin
SCTS
Jan 2017 - Dec 2020
Administered and maintained enterprise IT infrastructure supporting academic and administrative operations across multiple departments, ensuring high system availability, network stability, and data security for 1,000+ users. Managed user accounts, access controls, group policies, and permissions through Active Directory, enforcing security standards and compliance while streamlining onboarding and off boarding processes. Installed, configured, and managed Windows servers, desktops, printers, and peripheral devices, performing routine patching, upgrades, and troubleshooting to minimize downtime and improve system reliability. Monitored system performance, storage utilization, and network health, proactively identifying capacity risks and implementing optimization measures to enhance operational efficiency and service continuity. Provided L1/L2 technical support for hardware, software, networking, and application issues, resolving incidents within SLA timelines and maintaining high user satisfaction levels. Managed campus-wide IT infrastructure including servers, endpoints, printers, and network devices, delivering reliable system availability and responsive user support for academic and administrative operations.
Education
MBA in Data science - KL University
2025 - · Afghanistan
BE in Electronics - Delhi Institute of Business Management
- 2016 · Afghanistan
Diploma in Electronics and Communication - IASE Deemed University
- 2013 · Afghanistan
COE in Electrical NCVT - Eluru ITI College
- 2010 · Afghanistan
SSC - Government High School
- 2007 · Afghanistan
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