Ramza S
Sharjah
Summary
Resourceful Data/Technical Support Analyst adept in SQL, reporting and creating dashboards. Completes tasks quickly with meticulous attention to detail, maintaining integrity and communicates complicated concepts clearly and professionally.
Overview
3
3
years of professional experience
Work History
Technical Support Analyst (L2)
ShellSquare Softwares Pvt Ltd
Trivandrum
10.2023 - Current
- Provide L2 technical support to global clients 24/7 and analyze data flow in the live system.
- Monitoring and Analysis of Real Time Data coming from rig site across various clients.
- Troubleshoot issues in Servers/Virtual Machines to ensure data availability. Deploy, configure, and update software as needed.
- Handle customer technical support cases, collect and evaluate data collected from Cassandra DB and Kafka topics, resolving issues within SLA reported via Ticketing system/Email/Call.
- Monitoring all the modules in RTWE (Real Time Well Engineering) application and ensure that Realtime data is plotting.
- Communicate effectively with clients and management to swiftly resolve issues and ensure customer satisfaction.
Associate Service Analyst (L2)
ARS T&TT
Trivandrum
01.2021 - 10.2023
- Proficiently handling complex data extraction from databases followed by result optimization in Excel.
- Monitored KPIs and generated reports based on SLAs, while tracking performance against goals.
- Gathered client information and clarified objectives by communicating via email, call or ticket system.
- Provides technical expertise to internal and client stakeholders, during all stages of client lifecycle.
- Ensured that all customer complaints were addressed within the established time frame guidelines.
Education
Master of Science - Applied Science
University Of Kerala
Trivandrum, KL11-2019
Skills
- Data Analysis
- MS Office proficiency
- SQL (MySQL, MSSQL)
- Redmine, Jira, ServiceNow, ASMT
- Cassandra, CQL
- Kafka offset/Kafka Magic tool
- Postman API
- Azure Event Hub, Data Explorer
- Database Management
- Python, Tableau, GitHub: https://githubcom/ramzakabeer
- Software and configuration installation and upgrades
Languages
Malayalam
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Timeline
Technical Support Analyst (L2)
ShellSquare Softwares Pvt Ltd
10.2023 - Current
Associate Service Analyst (L2)
ARS T&TT
01.2021 - 10.2023
Master of Science - Applied Science
University Of Kerala
Similar Profiles
Manju M NairManju M Nair
Senior Software Developer(.Net) at Shellsquare softwares Pvt.Ltd.Senior Software Developer(.Net) at Shellsquare softwares Pvt.Ltd.
Manoj BhaipManoj Bhaip
Lead Sales at Avankia Softwares Pvt Ltd-( DBSync)Lead Sales at Avankia Softwares Pvt Ltd-( DBSync)
Palak PrajapatiPalak Prajapati
Intern in IT Consultant (BDE)& Vendor Manager at PragetX Softwares Pvt LtdIntern in IT Consultant (BDE)& Vendor Manager at PragetX Softwares Pvt Ltd