About
Aspiring Data Analyst with 8 years of IT industry experience across Service Desk Operations, Technical Support, Customer Support, and Network Operations. Experienced in analyzing operational data, SLA reporting, ticket trend analysis, dashboard monitoring, and stakeholder reporting. Skilled in Advanced Excel, VBA, SQL, Power BI, and Python with a strong ability to transform data into actionable business insights. Seeking a remote Data Analyst opportunity to leverage analytical, reporting, and problem-solving skills.
Skills & Expertise (29)
Work Experience
Service Desk Analyst / L1 Network Engineer
NTT DATA
Jan 2023 - Aug 2025
Analyzed ticket volumes and service requests to support incident prioritization and routing. Generated daily network utilization and bandwidth reports for stakeholders. Monitored WAN performance metrics and utilization trends using LiveNX and Splunk. Identified network performance issues through data analysis of utilization, throughput, CPU, and memory metrics. Produced regular reports on bandwidth consumption and service availability. Assisted stakeholders with performance trend analysis and operational reporting. Worked with multiple monitoring tools to gather, interpret, and communicate network data. Contributed to SLA adherence by monitoring incident queues and escalation metrics.
Customer Support Executive
Aegis Startek
Aug 2021 - Jan 2022
Managed customer service data related to refunds, cancellations, and product issues. Maintained accurate case records and status tracking. Assisted in reporting and customer issue trend monitoring.
Technical Support Advisor II
Concentrix
Aug 2020 - Feb 2021
Analyzed customer support cases and identified recurring technical issues. Maintained CRM data accuracy and case documentation. Generated operational reports for support activities. Supported issue trend identification to improve customer satisfaction.
Technical Support Associate
[24]7.ai
Jan 2014 - Jan 2018
Created Excel-based reports to monitor ticket volumes and SLA compliance. Generated service desk performance reports for management review. Analyzed ticket trends and service metrics to improve operational efficiency. Maintained dashboards to monitor open tickets and queue health. Worked extensively with Jira ticketing data and reporting. Prepared operational reports and communicated insights to stakeholders.
Education
Bachelor of Technology (B.Tech) - Purushottam Institute of Engineering and Technology, BPUT University
- 2011 · Afghanistan
Certifications
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Skills (29)
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