About
Data Analytics certified professional with 3 years of experience across IT support and recruitment, combining analytical skills with practical business insight and customer-centric problem-solving.
Skills & Expertise (30)
Work Experience
Analyst
HCLTech
Jan 2024 - Nov 2024
Provided non-voice, remote desktop support for a global reinsurance client, efficiently resolving hardware, software, access, and shared‑resource issues to ensure uninterrupted business operations. Analyzed incident and ticket data to identify recurring issues and reduce resolution time. Created Excel/Power BI reports for SLA tracking and performance monitoring. Worked with large datasets related to user issues, response time, and system performance. Collaborated with cross-functional teams using data insights to improve service efficiency. Maintained accurate and detailed ticket logs, adhered to escalation protocols, and consistently met SLA targets for response time, resolution time, and ticket volume. Contributed to knowledge base articles enhancements by documenting recurring issues and solutions, supporting continuous improvement and faster troubleshooting for the wider team. Followed ITIL-aligned processes for incident, request, and escalation management, contributing to high CSAT scores, strong First Call Resolution rates, and optimized handling times. Delivered high‑quality customer support, achieving strong CSAT scores through clear communication, proactive follow‑ups, and effective issue resolution.
SW/App/Cloud Tech Support Associate
Accenture
Dec 2024 - Nov 2025
Delivered end-to-end voice and non-voice technical support for a global leader in catalyst, polymer manufacturing, and wheel-chassis systems, ensuring seamless application and system performance for end users. Analyzed incident and ticket data to identify recurring issues and reduce resolution time. Created Excel/Power BI reports for SLA tracking and performance monitoring. Worked with large datasets related to user issues, response time, and system performance. Collaborated with cross-functional teams using data insights to improve service efficiency. Troubleshoot and resolved application, software, access, and shared-drive issues using ServiceNow, Remote Desktop, and cloud-based tools, consistently maintaining accuracy and service quality. Ensured 100% SLA adherence through precise ticket documentation, proactive follow-ups, and timely resolution of incidents and service requests. Collaborated with cross-functional engineering and infrastructure teams to resolve complex technical issues, reducing turnaround time and improving service efficiency. Followed ITIL-aligned processes for incident, request, and escalation management, contributing to high CSAT scores, strong First Call Resolution rates, and optimized handling times.
HR Recruiter
Sansintelli Business Solutions
Apr 2023 - Jan 2024
Managed end-to-end recruitment cycles for high-profile clients including Siemens and Flender, ensuring alignment between business needs, role requirements, and candidate capabilities. Analyzed recruitment funnel data to improve hiring efficiency. Created dashboards to track hiring metrics (time-to-hire, source effectiveness). Used Excel/SQL to manage and analyze candidate databases. Presented insights to stakeholders for workforce planning. Executed strategic sourcing, screening, and candidate evaluation across multiple platforms, identifying top-quality talent through job portals, social networks, and independent sourcing channels. Coordinated the entire interview lifecycle, including scheduling, follow-ups, feedback collection, and offer discussions, while maintaining clear and consistent communication with both candidates and hiring managers. Maintained detailed candidate pipelines and progress trackers, ensuring transparency, timely updates, and smooth hiring workflows for all stakeholders. Led, trained, and mentored a team of HR recruiters, improving sourcing efficiency, interview coordination, and overall team performance through structured guidance and process optimization. Built strong relationships with business leaders and hiring managers, providing strategic hiring insights and contributing to improved recruitment turnaround times.
Education
B.E - Bio Medical - Anna University
- 2020 · Afghanistan
12th - Keren Matriculation Higher Secondary School
- 2016 · Afghanistan
10th - Keren Matriculation Higher Secondary School
- 2014 · Afghanistan
Certifications
GATE 2021 – AIR 348 (Biomedical Engineering)
· 2021
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Visa Status
Citizen
Relocation
Open to Relocation
