Resume
Business Intelligence & Data Insights
— plus —
Information Technology
Dual Focus
15+
Years Experience
01 · Summary
Most people come from one direction. I came from several: customer operations, IT management, data analytics, and years of programming and design work on the side. The common thread is that I like understanding how things work end to end. Whether that's owning a data pipeline, managing systems and infrastructure, or translating numbers into decisions, that's where I'm comfortable. Currently at Google xWF, building the reporting pipeline leadership relies on week to week. Fifteen-plus years across IT, data, and operations.
02 · Technical Skills
Data & Analytics
Automation & Scripting
Development & Web
Infrastructure & Systems
03 · Professional Experience
BI · Analytics
Oct 2023 – May 2026
Business Intelligence (BI) Analyst
Google xWF @ Concentrix, Malaysia
- Designed and managed WBR/QBR executive reporting pipelines, translating complex datasets into high-level narrative insights for senior leadership.
- Built and maintained BI dashboards and operational performance reports using Google-based analytics tools.
- Queried and analyzed large datasets using SQL across Google databases, Salesforce, and communication systems.
- Created and standardized sales, operational, and call-center KPIs: conversion rates, response times, agent productivity, and performance metrics.
- Collaborated with stakeholders to define reporting requirements, business metrics, and dashboard improvements.
- Integrated multi-source data into unified dashboards; managed Google billing analysis and usage monitoring.
Key Achievements
- Reduced WBR/QBR reporting cycle time by automating data extraction and pipeline processes, cutting turnaround from days to hours.
- Consolidated reporting for 5+ management teams into a single unified dashboard system, eliminating duplicated effort across departments.
- Standardized 30+ KPI definitions across Sales, Operations, and Call Center, eliminating metric discrepancies that previously caused misaligned reporting.
- Identified billing anomalies through usage monitoring analysis, improving cost visibility and flagging significant recoverable amounts for management.
- Delivered actionable trend analysis that directly informed strategic decisions on agent staffing and call routing policies.
Account Management
Jan 2022 – Oct 2023
Inside Sales Account Manager
IWG – Regus, Malaysia
- Managed client onboarding including KYC document collection and verification.
- Built and maintained long-term client relationships while identifying cross-selling and service expansion opportunities.
- Maintained accurate customer records, sales activities, and account updates within CRM systems.
- Coordinated with global center management teams to ensure smooth service delivery across regions.
Key Achievements
- Consistently met quarterly sales targets across a portfolio of 100+ business accounts throughout the tenure.
- Reduced client onboarding time by streamlining KYC document processes and coordinating efficiently with global center teams.
- Maintained a high client retention rate through proactive account management, early issue detection, and fast resolution.
- Ranked in the top performers regionally for consecutive quarters through disciplined follow-up and relationship management.
IT & Systems
Jul 2019 – Jun 2021
Manager of IT & Data Systems
The Offshore Partners Sdn Bhd, Malaysia
- Ran all IT operations for the company: servers, network infrastructure, hardware, and user support across every department.
- Kept all systems running reliably over two years by monitoring proactively and dealing with issues before they became outages.
- Designed and maintained the internal database infrastructure the business relied on daily, including structured data storage and reporting systems.
- Planned and delivered IT projects across the full lifecycle: scoping, procurement, deployment, and handover. System upgrades, network rollouts, and new tool implementations.
- Wrote the IT policies, support procedures, and security protocols from scratch. Once people had documentation, the recurring support load dropped noticeably.
- Managed all hardware procurement and equipment lifecycle. Also the person every team called when something stopped working.
- Handled network security: firewalls, access controls, and user permissions. Kept it clean and audited regularly.
- Owned data backup schedules, recovery procedures, and redundancy planning so nothing critical was ever at risk of being lost.
Key Achievements
- Maintained 99.5%+ system uptime across all company IT infrastructure with minimal unplanned downtime.
- Delivered 10+ IT projects on time and within budget, including major system upgrades and network deployments.
- Reduced IT procurement costs by negotiating vendor contracts and implementing an equipment lifecycle management plan.
- Built and documented company-wide IT policies and support procedures, significantly reducing recurring support ticket volume.
Data Analytics
Nov 2016 – Jun 2019
Data Analyst
The Offshore Partners Sdn Bhd, Malaysia
- Collected, cleaned, and analyzed operational and business data to support decision-making and reporting.
- Developed reports and dashboards using Excel and Tableau to track KPIs and business performance.
- Authored executive data briefings that simplified complex operational trends for management.
- Assisted in automating reporting processes, reducing manual work and improving efficiency.
Key Achievements
- Automated 8+ recurring manual reports, saving the team 15+ hours per week in data preparation time.
- Developed a dashboard suite tracking 20+ operational KPIs, giving management real-time visibility for the first time.
- Improved data accuracy by 30% through systematic validation checks and standardized data entry protocols.
- Authored executive-level data briefings that directly influenced operational decisions and resource allocation.
Earlier Career
2011 – 2016
Customer Sales & Operations
Digital Globe Services Pvt. Ltd.
- Managed high-volume inbound/outbound sales across major US satellite and cable providers (DirecTV, Dish Network, Comcast, and others). Consistently ranked in top 10% of performers.
- Processed and verified confidential customer data (financial, SSN, personal records) with full compliance. Zero security incidents across the full tenure.
- Handled structured order processing and customer verification campaigns; consistently met monthly accuracy and volume targets.
● Current Role
Part-time
Freelance Developer & Web Applications
Self-employed, Freelance Projects
- Designed and developed responsive websites using HTML, CSS, JavaScript, and WordPress.
- Android application development using Java on Eclipse IDE and Android Studio.
- Built database-driven applications using MySQL and SQLite for personal and small-scale use.
- Developed productivity applications, UI prototypes, and complex programming projects for personal and client use.
- Designed various UI implementations and non-commercial tools to solve day-to-day workflow needs.
Key Achievements
- Delivered 10+ Android applications in Java, spanning productivity tools, database apps, and custom UI implementations.
- Built and deployed multiple responsive websites for personal and client projects using HTML/CSS/JS and WordPress.
- Developed MySQL/SQLite database applications that reduced manual data handling for end users.
- Self-taught the full development lifecycle, from requirements and design through to deployment, without formal instruction.
Ongoing
- Conduct environmental clean-up expeditions across coastal areas, riverbanks, and hiking trails.
- Manage end-to-end content production (filming, editing, and publishing) to document environmental impact and promote conservation.
Key Achievements
- Built and grown a YouTube channel dedicated to nature conservation and environmental awareness content.
- Produced and published multiple clean-up expedition videos documenting tangible environmental impact.
- Managed all aspects independently: planning, field operations, filming, editing, and channel management.
04 · Education & Certifications
Computer Hardware Repair and Maintenance
Punjab Vocational Training Institute. 1,920 hours of practical training covering software installation, hardware upgrading, system configuration, and networking.
Bachelor of Computer Science (Incomplete)
Punjab University, Lahore
Intermediate in Commerce (I.Com)
BISE, Lahore
Let's connect
Open to BI, Data Analytics, IT & Data Management roles. Available to relocate worldwide.