Zishaan Haider

Sajid Hussain Data Analyst | Data Engineer | Sr. Technical Support Engineer | Sr. IT Support Analyst Available for Worldwide Remote Work Professional Summary Results-driven IT Analyst with 6+ years in system support and automation, now pivoting into Data Analytics. Skilled in SQL, Power BI, Excel, Python, and ETL. Known for building dashboards, automating workflows, and turning raw data into business insights. Certified in Data Science (IIT Roorkee) and Data Analytics (Ira Skills). Open to remote/global roles. Core Skills & Tools • SQL | Python (Pandas, NumPy) | Power BI | Excel | ETL & Data Pipelines • Data Cleaning & Transformation | Dashboarding | Data Visualization • Excel VBA & Automation | Reporting | Stakeholder Communication | Data-Driven Mindset • ITIL | Jira | ServiceNow | Salesforce | Troubleshooting & Root Cause Analysis Professional Experience Senior IT Analyst | EXC Managed Services (BlackBeltHelp Process) | October 2022 – June 2025 (Hybrid) • • • • Spearheaded the creation of automated Excel-based dashboards, resulting in a 40% reduction in reporting time and enabling real-time SLA tracking for 15+ IT service metrics. • Spearheaded a dedicated assignment with Tufts University (Internal Client) as an Associate Data Analyst for 8–9 months, working directly with senior faculties and research teams. Managed and analyzed L1/L2 incidents using 10+ ticketing tools, ensuring adherence to ITIL best practices. Developed and maintained six automated Excel dashboards utilizing VBA scripting to monitor critical Service Level Agreements (SLAs), decreasing reporting time by 40% and improving data accuracy. Conducted internal training for 18+ team members, increasing team efficiency and tool adoption. • • Championed the adoption of ITIL best practices within the support team, which led to findings to fix the three biggest causes of delays and reduce bottlenecks in workflow processes. Supported IT projects with a focus on system analysis and data documentation. Senior Application Support Engineer | Teleperformance (Adobe Process) | April 2021 – September 2022 (WFH) • Developed and automated Excel trackers to categorize and resolve high-volume queries, reducing resolution time by 30%. • Pioneered advanced diagnostic techniques for identifying root causes of Adobe Creative Cloud application malfunctions; these techniques are now used by over 20 support engineer s. • Handled versioning and compatibility issues across platforms, supporting both B2B and B2C environments. • Documented SOPs and created structured escalation matrices, enabling seamless collaboration with engineering teams. Senior Technical Support Engineer | Tech Mahindra (NSEZ) | December 2018 – March 2021 (WFH) • • • • Delivered remote support for NETGEAR network products, handling 50+ tickets per day with 90%+ first-time resolution. Built Excel-based reports to improve response categorization and team visibility. Configured routers and handled network setups (NAT, PAT, DNS, DHCP) and VPNs via remote tools (Zoom, AnyDesk, RDP). Spearheaded the implementation of 10+ Standard Operating Procedures (SOPs) based on ITIL framework, decreasing incident resolution time by 15% and improving overall service quality. Education • • • • MBA (2019) – A.P.J. Abdul Kalam Technical University – 65% B.Sc. Biotechnology (2017) – CCS University – 60% 12th – CBSE (2014) – 55% 10th – CBSE (2011) – 76% Certifications • • Advanced Certification in Data Analytics with AI – Ira Skills - 2025 Advanced Certification in Data Science with AI – IIT Roorkee - 2025 • Certification in British & American Accent – IICC, New Delhi - 2014 Remote Readiness - Comfortable with global shifts (US/UK/EU) - Stable high-speed internet & remote office setup - Excellent English communication (verbal & written)