Open to opportunities

Rifa Khan

@rifakhan

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Knowledgeable IT analyst with 7+ years of client support experience.

India

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What I'm looking for

I am looking for a role that offers growth opportunities, a collaborative environment, and the chance to tackle challenging technical problems.

I am a knowledgeable and driven IT analyst with over 7 years of experience in providing exceptional support to clients across various domains, including retail, edtech, finance, hospitality, and healthcare. My expertise lies in diagnosing software-specific problems and proactively identifying issues through monitoring tools. I am currently focused on ensuring the seamless operation of application systems, addressing and resolving application problems, and managing issue escalations effectively.

Throughout my career, I have worked closely with diverse teams, including support members, developers, and business leaders, to troubleshoot performance problems and enhance query efficiency. My role as a Customer Success Analyst at Arbor Education Partners has allowed me to refine my skills in data recovery, GDPR compliance, and real-time system issue resolution. I am passionate about leveraging my technical knowledge and problem-solving abilities to drive operational excellence and improve customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Analyst

Current

Arbor Education Partners

Jul 2023 - Jan 2025 (1 year 6 months)

As a Customer Success Analyst, I work closely with support team members, developers, and business leaders to troubleshoot performance problems and application issues. My responsibilities include identifying data discrepancies, handling data recovery, and improving query efficiency, while ensuring minimal operational downtime through real-time issue resolution.

Customer Support data recovery Query Optimization GDPR Compliance

2nd Line Technical Support Engineer

Redcentric plc.

Dec 2022 - Jul 2023 (7 months)

In my role as a 2nd Line Technical Support Engineer, I provide advanced technical support to clients, resolving incidents and fulfilling service requests. I assist both external clients and internal business teams with troubleshooting issues related to cloud applications and data storage, ensuring all customer sites are operational through proactive monitoring.

Technical Support Cloud Services Data Backup Monitoring

Cloud Engineer

Tata Consultancy Services

Jan 2019 - Sep 2021 (2 years 8 months)

As a Cloud Engineer, I supported environments including Windows Server and Azure, focusing on automated deployment and integration. I researched new technologies within the Microsoft technology stack and created documentation for customer solutions related to storage and backup environments.

Azure Cloud Windows Server Documentation Microsoft Technology Stack

Java Developer

Tata Consultancy Services

Jan 2018 - Jan 2019 (1 year)

In my position as a Java Developer, I implemented documented changes and upgrades while demonstrating proficiency in core Java applications. My role involved strong Oracle and PL/SQL programming skills, contributing to the analysis, design, build, and deployment phases.

Java Developer Oracle Pl SQL Software Implementation Deployment

Mainframe Support Executive

Tata Consultancy Services

Jan 2016 - Dec 2017 (1 year 11 months)

As a Mainframe Support Executive, I gained hands-on experience in Mainframes and Unix, troubleshooting real-time applications and debugging issues reported by users. I developed new interfaces to connect subsystems and maintained production environments through scripting.

Unix Debugging Interfaces

Education

Degrees, certifications, and relevant coursework

Leeds Beckett University

Master's in Data Science, Data Science

2021 - 2022

Grade: Passed with Merit

Completed a Master's degree in Data Science, focusing on data analysis, machine learning, and statistical methods to derive insights from complex datasets.