Experience

Avature

• United States
• Software Development
• 700 & Above Employee

• Technical Support Specialist

  • Apr 2023 - Present



project44

• United States
• Software Development
• 700 & Above Employee

• Customer Support Analyst

  • Nov 2021 - Jul 2022

  • Diagnosing, troubleshooting and identifying solutions to reported problems. • Identifying potential code bugs and escalating to the appropriate Technical Support Specialist or development teams. • Maintaining prompt, ongoing, and accurate communications to customers and 3rd party stake holders throughout the course of a reported technical issue. • Take ownership of expanding internal and external knowledge base via tech notes and customer facing articles. • Work closely with/and Customer Success to ensure customer satisfaction. • Work closely with Team Lead and Product teams to assist in code defect resolution and fulfill enhancement requests. Show less



HCLTech

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Information Technology Analyst

  • Mar 2021 - Nov 2021

  • Provide first level support for EMEA customers via phone, chat and web requests• Perform complex troubleshooting according to process standards and internal knowledge base.• Diagnose and resolve a wide range of software, hardware and connectivity issues• Maintain SLA• Monitoring the ticketing system – Service Now• Global Access Management – manage Active Directory accesses• Mentoring new joiners including trainings and workshops• Execute standard escalation process with tier two support Show less

• IT Analyst

  • Sep 2019 - Mar 2021