Summary
Overview
Work History
Education
Skills
Timeline
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ZAID MAGRAY

Team Lead - Technical Consultant
Anantnag

Summary

Experienced Team Lead with a strong technical background in consulting and analysis, leading high-performing teams to resolve complex client issues and deliver exceptional support. Proven expertise in guiding team operations, mentoring analysts, and driving process improvements.

Overview

10
10
years of professional experience

Work History

Team Lead Technical Consultant

Phreesia/Rayden
10.2023 - Current
  • Led and mentored a team of 8 Analysts, managing workload & ensuring quality.
  • Client Issue Resolution: Analyzed and resolved complex client issues by reviewing API and HL7 logs through tools like SUMO Logs, Grafana, Superblocks, and SQL, ensuring timely identification and resolution of technical problems.
  • Bug Identification & Reporting: Proactively identified bugs and system discrepancies, escalating findings to the development team for further investigation and resolution.
  • L3 Support Leadership: Provided Level 3 (L3) support to Level 1 (L1) and Level 2 (L2) teams, offering guidance, troubleshooting expertise, and solutions to ensure efficient case resolution.
  • Collaboration with Development Teams: Worked closely with development teams to track, document, and resolve technical issues, ensuring that client needs and bugs were effectively addressed.
  • Technical Documentation: Assisted in creating and maintaining technical documentation on Confluence to support internal and client-facing teams, enhancing the understanding and use of product features.

Sr, Analyst Product Support

Phreesia/Rayden
09.2022 - 10.2023
  • Investigated and Troubleshot Client Issues: Analyzed and resolved client issues by reviewing API logs, SQL queries, HTML/XML data, and Pad/Kiosk logs, ensuring prompt resolution of technical problems.
  • Provided High-Level Customer Support: Delivered exceptional support by assisting clients with troubleshooting, guiding them on best practices, and optimizing workflows for efficient product usage.
  • Cross-Department Collaboration: Worked closely with various internal teams (engineering, product management, etc.) To address client needs, ensuring the timely delivery of solutions and improvements to the product.
  • Client Education & Training: Educated clients on the best workflows, helping them to better utilize product features and improve their overall experience with the platform.
  • Case Management: Managed and prioritized multiple support cases, maintaining clear communication with clients and internal teams to ensure timely resolution and high client satisfaction.

INCOME ANALYST

Better Mortgage Corporation
11.2020 - 03.2022
  • Validated the income and employment sections of loan files based in the USA
  • Demonstrated problem-solving methods to the team on tracking the complex third-party payments; recommended solution of pasting URL of payment receipts and linking them to MS Excel and Looker to streamline the tracking process
  • Coordinated with the underwriting and closing teams to attain the defined goals; worked on the complex files trapped in funding along with the special IC team

BUSINESS ANALYST

Quicken Pro
05.2018 - 02.2020
  • Examined files, records and related documents to fetch business information and key data responses to development requests
  • Created the current business intelligence data to develop reports and presentations, highlight the results and recommend the required changes

ASSOCIATE

Infinite Rescue Services
01.2015 - 02.2016
  • Procured in-depth experience of the company's product offerings to provide reliable assistance to around 50 customers regularly in decision-making
  • Successfully received >96% customer satisfaction rating per quarter by offering personalized assistance and building impactful relationships

Education

Bachelor of Science - Nanotechnology

Amity University
Noida
04.2001 -

Skills

Operations management

Performance monitoring

Process improvement

Coaching and mentoring

Technical guidance

Software integration

Proficient in SQL, SUMO, Grafana, API, hl7, HTTP, XML, Super Blocks

Integration and Deployment

Linux Servers

Timeline

Team Lead Technical Consultant

Phreesia/Rayden
10.2023 - Current

Sr, Analyst Product Support

Phreesia/Rayden
09.2022 - 10.2023

INCOME ANALYST

Better Mortgage Corporation
11.2020 - 03.2022

BUSINESS ANALYST

Quicken Pro
05.2018 - 02.2020

ASSOCIATE

Infinite Rescue Services
01.2015 - 02.2016

Bachelor of Science - Nanotechnology

Amity University
04.2001 -

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ZAID MAGRAYTeam Lead - Technical Consultant