About
Result-driven B.Sc. IT graduate and AWS Certified Solutions Architect with professional experience in enterprise infrastructure tracking, incident diagnosis, and network support. Possesses hands-on expertise in Linux administration, deployment of scaled cloud environments, and structured SQL operations. Adept at maintaining rigorous enterprise SLAs, system health metrics, and cross-functional technical escalations. Transitioning technical skill sets to deliver impactful production-grade environment management, system reliability, and high-availability solutions within top-tier enterprise environments.
Skills & Expertise (17)
Work Experience
Virtual Customer Associate
Amazon
May 2026 - Present
Managed live environment ticket resolutions across multiple streams, addressing user-access recovery, system transactions, and platform integrity. Identified trends in user feedback and structured actionable insights for leadership to optimize workflows and reduce first-response times.
Sr. Customer Support Executive (Operations)
Teleperformance
Oct 2024 - Present
Maintained robust tracking data logs within Salesforce CRM, maintaining strict data privacy protocols and system accuracy. Liaised strategically between production teams and cross-functional pillars (Trust & Safety, Payments) to escalate high-priority platform cases. Sustained critical metric baselines, maintaining an average CSAT score of 95%+ and securing 'Top Performer of the Quarter'.
Service Desk Analyst
Cognizant
Dec 2021 - Aug 2022
Installed, configured, and proactively optimized physical workstations, enterprise OS, and network connectivity frameworks. Monitored continuous live system performance metrics to actively identify, diagnose, and mitigate infrastructure bottlenecks. Maintained enterprise ticketing workflows, managing problem lifecycles securely from ingestion to resolution. Delivered high-tier incident response, troubleshooting environment paths and advising technical operators on system integrity. Documented technical incidents into enterprise tracking environments to establish rapid pattern recognition and accelerated root-cause resolution. Isolated and strategically escalated complex architecture problems to Tier-3 infrastructure or Network Engineering teams.
Education
Bachelor of Science in Information Technology (B.Sc. IT) - Bhausaheb Vartak College
- 2021 · Afghanistan
Certifications
AWS Certified Solutions Architect
· 2024
DevOps Professional Training Certificate
· 2024
Advanced Generative AI, Bash AI & Prompt Engineering (Multiple Tracks)
· 2024
Salesforce Certified Administrator
· 2023
Salesforce Certified Associate
· 2023
Data Analysis using Power BI (Specialization)
· 2023
Python Programming Certification
· 2022
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Open to Relocation
Skills (17)
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