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Support Analyst

Acting as a first and single point of contact for customers in all geographies. Responsible for offering support services to clients and other team members via phone, email, chat, webex sessions, issue logging & resolution, maintaining knowledgebase system, complete understanding of installation and deployment procedures and troubleshooting of issues. Troubleshooting involved reading through the code and writing SQL queries. Got things done independently in order to avoid customer escalations.

Application Support Analyst

Was responsible for supporting multiple customers across geographies (primarily North America). My primary responsibility included taking ownership of customer tickets from assignment to closure. I was also given additional responsibilities of pre-sales support engineer and product tester because of my expertise with tool deployment, setup and understanding of customer requirement. Crystal report design and hosting application on Weblogic servers were part of this role.

Support Engineer

My primary responsibility was to act as a customer interface and gather data for replicating the issue in test environment. After replicating the issue in test environment my responsibility was to assign the ticket to the concerned team and work with them to closure. Because of my technical expertise, in-depth understanding of the application and first hand understanding of the customer issue, I used to play a key role in ticket resolution.

Junior Engineer

As a level-2 support engineer my responsibilities included handling tickets and also doing product/patch deployments in live environment. This role involved a lot of co-ordination with multiple teams and client and I was responsible for end-to-end completion/resolution of tasks/issues. This project used ITIL best practices and therefore I have got a good understanding of ITIL framework and terminology. I had also developed an internal ticketing inventory tool as a part of this project.

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