Sheezan Manzoor
Sydney,Australia
Summary
A highly motivated technical professional with a master's degree in Computer Science and over two years of professional experience in IT performance monitoring, troubleshooting, and customer service. Proven track record of delivering exceptional technical support and issue resolution in high-pressure environments. Skilled in diagnosing and resolving complex technical issues, providing performance optimization solutions, and ensuring customer satisfaction. Adept at working cross-functionally with internal teams and delivering proactive, results-driven support. Seeking to leverage strong analytical, customer support and communication skills in a challenging role.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Performance Specialist
Catchpoint Systems, Inc.
12.2022 - 08.2023
- Collaborate and consult with team of SREs, Software engineers and consultants onshore & offshore, to refine and define their monitoring strategies
- Work with Marketing as a technical resource - create custom deliverables involving detailed analysis and drill down for articles, blog posts and press releases
- Manage customer expectations by leveraging internal teams
- Developed robust recommendations, proposals, and scope of work documents for Catchpoint's consulting engagements while also identifying critical dependencies & gaps
- Created scripts using selenium to automate user journey and monitor the site's performance at each step
- Actively monitored and triaged alerts for different tests set up by customers to monitor their web application performance
- Collaborated with cross-functional departments, to test new prototypes
- Delivered audit reports of various e-commerce websites to enhance user experience and retain customers
- Collaborated with team of software consultants to develop robust recommendations and custom solutions to improve website's performance
- Implemented data-driven approaches to monitor progress and adjust training plans accordingly.
- Identified patterns and trends in large data sets and provided actionable insights.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Created dashboards to monitor and track key performance indicators.
- Collaborated with stakeholders to identify business needs and data sources.
- Generated standard and custom reports to provide insights into business performance.
- Provided technical support for troubleshooting analytics and reporting issues.
- Generated ad-hoc reports to evaluate specific business requirements.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
Associate Performance Specialist
Catchpoint Systems, Inc.
10.2021 - 12.2022
- Proactively work with clients, providing expert analysis and insights
- Provide 10 - 15 deliverables in the form of presentations consisting of different levels of detail for target clients
- Work with Marketing as a technical resource - create custom deliverables involving detailed analysis and drill down for articles, blog posts and press releases
- Work as an extension of clients team, assisting in ad hoc analysis or testing
- Contribute actively to knowledge base, blog and other product related documentation
- Research, analyze, and resolve customer issues and questions
- Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications, establishing personal networks, participating in professional societies
- Collaborate with engineering in identifying product defects, designing solutions, and testing
- Work closely with product management in identifying customer needs and requirements, and validate future feature design
- Provide technical support to user tickets through Zendesk and Jira
- Increased client satisfaction by providing personalized support and progress monitoring.
- Improved client retention rates by consistently exceeding performance goals and expectations.
- Optimized team dynamics for improved overall results through targeted coaching sessions.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
Education
Master of Technology (M. Tech) - Computer Science
University of Kashmir
05-2021
Bachelor of Engineering (B.E) - Computer Science
University of Kashmir
09-2017
Skills
- Performance Improvement
- Data Analytics
- Performance Analysis
- Employee Engagement
- Customer Service
- Problem-Solving
- Teamwork and Collaboration
- Problem-solving abilities
- Critical Thinking
- Excellent Communication
- Customer Communication
Key Skills
Java, HTML, CSS, JavaScript, Python, Selenium, Windows XP, Windows Vista, Windows 7, Windows 11, Linux, Office 365, RStudio, SQL, Cisco Packet Tracer, Advanced TCP/IP knowledge, LAN, WAN, Cisco Systems Products, DNS, DHCP, Content Delivery Networks (CDN), Cloud Computing
Workshops/Training Programs
- Cisco Networking Basics Specialization by Cisco
- Cisco Certified Network Associate 200-301 Training
- Technical Support Fundamentals
- Microsoft Windows Server Administration Fundamentals
- Certified AWS Cloud Practitioner
Attributes
- Optimistic and positive attitude at workplace with strong leadership skills.
- Experience working in teams with excellent communication, presentation, negotiation, analytical and problem-solving skills.
- Exceptional skills and good blend of knowledge in technology.
- Strong vision and graduate skills to enable critical and analytical thinking learnt in my master's course.
- Ability to prosper in career, progress and gain promotion to a higher status based on work performance.
- Team player and ability to work under pressure to meet the stipulated timelines for projects and other technical support.
- Customer Support & Consultation.
- Troubleshooting and Issue Resolution.
- Reporting and Communication.
- Experience in data driven analysis.
Certification
AWS Certified Cloud Practitioner
Timeline
Performance Specialist
Catchpoint Systems, Inc.
12.2022 - 08.2023
Associate Performance Specialist
Catchpoint Systems, Inc.
10.2021 - 12.2022
Master of Technology (M. Tech) - Computer Science
University of Kashmir
Bachelor of Engineering (B.E) - Computer Science
University of Kashmir
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