Support Analyst Technical

SALSABIL CHOWDHURY TORY

************@*****.*** GitHub LinkedIn Portfolio US Work Authorized

TECHNICAL SKILLS

Support & Systems: Desktop OS (Windows/Linux), PC maintenance, System Administration, Security Access, Ticketing Systems, Inventory Management

Productivity & Reporting: Microsoft Office (Excel, Word, PowerPoint – advanced), Power BI, Reporting Dashboards Technical Tools: SQL, Python, R, Git, Docker

Other: Troubleshooting, Workflow Automation, User Training & Documentation, Customer Support EDUCATION

Ball State University, College of Sciences and Humanities Muncie, IN Master of Science in Data Science (CGPA: 4.0) May 2025 Texas Tech University, Rawls College of Business Lubbock, TX Graduate Certificate in Data Science and Analytics July 2023 PROFESSIONAL EXPERIENCE

Technical Support Analyst (Verifone), Teleperformance, Toronto, Canada Jul 2018 – Feb 2019

• Delivered Tier-1/2 support for Verifone payment systems, resolving 50+ tickets weekly with >95% SLA compliance

• Automated diagnostic workflows, reducing recurring issue resolution time by 13% and improving customer satisfaction

• Collaborated with engineering teams to identify root causes, lowering ticket volume by 20% through proactive fixes

• Provided training and technical guidance to new staff, ensuring consistent knowledge transfer and improved team efficiency

Technical Support Analyst, Meridien Washing & Dyeing, Dhaka, Bangladesh Jul 2017 – Jun 2018

• Resolved enterprise technical issues, increasing operational uptime and reducing recurring system problems by 12%

• Documented and streamlined IT support workflows, improving efficiency for cross-departmental operations Applied Research Intern, Grenlec Power Company, Grenada Nov 2016 – May 2017

• Built a Python-based IoT application integrating 6+ environmental and energy sensors with microcontrollers to collect and log real-time data

• Automated reporting, reducing manual reporting workload and enabling data-driven energy management

• Deployed lightweight scripts for real-time monitoring, providing practical exposure to automation, APIs, and edge deployment

ACADEMIC EXPERIENCE

Workplace Safety Dashboard (Excel, Power BI)

• Built interactive reports with slicers and filters, cutting manual reporting prep by 50%; presented insights to non-technical stakeholders

AI-Powered QA Chatbot (LangChain, Azure Synapse)

• Designed an enterprise knowledge chatbot; demonstrated skills in system deployment, troubleshooting, and user experience testing

CERTIFICATIONS

• IBM Professional AI Engineering May 2025

• Deep Learning Specialization (Andrew Ng) Dec 2023

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