About Me

Solved functional and technical obstacles and worked closely with projectteam, Exposed to application support and enhancement.Maintained response times SLA in compliance with internal policies tosupport business continuity.Experience in successfully ...s SLA in compliance with internal policies tosupport business continuity.Experience in successfully solving problems and narrow down reportedissues, identified root causes and resolved using efficient solutions.Determined priority levels of issues and worked accordingly, maintainedASA.Experience in customer service incidents or case management.Client support experience end to end ticket management in IT Direct toolaccross EMEA region. Provided exceptional technical support to clients.Worked on the constant improvement of customer service and satisfactionwith provided services — increased by 18% within one year.Experience in providing L3 support in SAP client project.Implimented code changes, developed solutions for challenging new orunknown issues.Kept incident lifecycle and status updated via itd/ issue tracking tool untilclosure.Wrote and executed SQL queries for reporting and research purposes.Worked on html frontend building and formatting of reports.