ServiceNow
IBAAD AHMED AJAZ
Technical Support Analyst
Hyderabad
Summary
Detail-oriented Technical Analyst with 1+ year of experience managing and optimizing data workflows using SQL, Python, and Excel. Skilled in troubleshooting, log analysis, and root cause investigation with tools like Splunk and Jira, and experienced with ETL processes, data pipelines, and cloud-based systems to deliver accurate, reliable, and actionable data.
Overview
2
2
years of professional experience
4
4
Certifications
Work History
Technical Support Analyst
ADP
11.2025 - Current
- Resolved 95%+ of Tier 1 & 2 customer issues within SLA by troubleshooting SQL-based queries, logs, and system errors, ensuring uninterrupted operations.
- Triaged and troubleshooted configuration, data, and functional issues using SQL, logs, and Splunk, supporting cross-functional Product and Engineering teams.
- Maintained and updated SOPs, knowledge base, and documentation in Jira and Confluence, improving team efficiency and knowledge sharing.
Catalog Specialist
Amazon
09.2025 - 10.2025
- Fixed catalog data and configuration issues using SQL and Excel, improving overall data accuracy and reducing listing errors by 20%
- Resolved 40+ catalog issues per week with 95% SLA adherence, streamlining workflows and supporting reliable data operations.
AI Content Writer
Amazon
09.2024 - 08.2025
- Resolved AI-generated content issues through internal workflows and queues, ensuring consistent content quality.
- Analyzed issue patterns using SQL & Excel, reducing repeat errors
- Handled 100+ content items per day while maintaining 98% quality compliance and meeting SLA turnaround times, improving operational efficiency.
Customer Service Professional
Foundever
07.2022 - 10.2022
- Provided voice and email support, investigating configuration and functional issues to ensure smooth operations.
- Documented solutions and updated the knowledge base, enabling faster issue resolution across the team.
- Resolved 25+ tickets/day while maintaining 90%+ CSAT and reducing escalations, improving overall operational efficiency.
Education
B.E - Computer Science and Engineering AIML Specialization
Osmania University
06-2024
Skills
SQL
Python
Advanced Excel
Power BI
AWS
ETL / Data Pipelines
Accomplishments
- Resolved 95%+ of Tier 1 & 2 production issues at ADP using SQL, Splunk, and Jira, reducing recurring incidents by 20% and improving system reliability.
- Fixed 40+ Amazon catalog and AI-generated content issues per week with 95–98% SLA/quality adherence, improving data accuracy and streamlining workflows.
- Maintained and updated internal knowledge bases, documentation, and operational processes, boosting team efficiency and enabling faster issue resolution.
Additional Information
CERTIFICATIONS
- AWS Cloud Practitioner Essentials – Amazon Web Services
- Splunk Core Certified User – Splunk
- Google AI Essentials – Coursera
- ITIL Foundation – Skillsoft
- ServiceNow Administration Fundamentals – Udemy
- Salesforce Developer Catalyst – Salesforce
PROJECTS
- Sales Data Pipeline (Python & SQL): Built an automated ETL pipeline to aggregate and analyze sales data, reducing manual reporting by 50%.
- Customer Support Analytics (Excel & Power BI): Created dashboards and reports to track ticket resolution trends, SLA adherence, and operational efficiency improvements.
- Catalog Data Cleanup (SQL & Excel): Developed scripts to identify and correct catalog data errors, improving data accuracy by 20%.
Software
Salesforce
Bitbucket
Caches & Cookies
Github
Oracle Siebel CRM
Bamboo
Sourcetree
Certification
Microsoft Power BI Data Analyst
Timeline
Technical Support Analyst
ADP
11.2025 - Current
Catalog Specialist
Amazon
09.2025 - 10.2025
AI Content Writer
Amazon
09.2024 - 08.2025
Customer Service Professional
Foundever
07.2022 - 10.2022
B.E - Computer Science and Engineering AIML Specialization
Osmania University