Shabaz Pasha
@shabazpasha1
I turn ticket and business data into Power BI insights and process improvements.
IndiaWhat I'm looking for
At Infosys BPM, I analyze 500+ monthly ticket records with Excel, Power BI, and Copilot AI to isolate recurring defects and reduce repeat incidents. I also maintain 95%+ SLA compliance while supporting enterprise banking users and managing Active Directory access.
Previously, on the Lenovo process at Joules To Watts / Concentrix, I resolved 40+ CRM tickets daily and used ticket trend analysis to identify recurring root causes with engineering teams.
I've built Power BI, SQL, and Python projects spanning CSAT analytics, IMDb and e-commerce analysis, and award-winning opinion mining for product experience optimization. I'm pursuing a full-time Data Analyst role where I can turn operational and customer data into clear business decisions.
Experience
Work history, roles, and key accomplishments
Senior Technical Process Executive
Infosys BPM Limited
Feb 2026 - Present (6 months)
Analyzed ticket queue data across 500+ monthly tickets using Excel and Power BI, integrating Copilot AI to isolate recurring system defects and reduce repeat incidents. Provided B2B IT infrastructure support and technical troubleshooting for enterprise banking client users, maintaining SLA compliance above 95% using ServiceNow.
Technical Support Specialist
Joules To Watts / Concentrix
Jan 2025 - Jan 2026 (1 year)
Managed and resolved 40+ technical CRM tickets daily (1,000+ monthly) across digital and voice channels within strict SLA windows. Coordinated with cross-functional engineering teams, using ticket data trend analysis to reduce repeat product issues by identifying recurring root causes.
Education
Degrees, certifications, and relevant coursework
DataMites Institute
Data Analyst Certification, Data Analytics
2025 -
Pursuing a Data Analyst Certification Program with coursework in Excel, SQL, Power BI, Python, Statistics, and Machine Learning.
Visvesvaraya Technological University
Bachelor of Engineering, Information Science and Engineering
2020 - 2024
Grade: 7.4/10
Earned a Bachelor of Engineering in Information Science and Engineering with a cumulative GPA of 7.4/10.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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