-Senior Technical Support Executive at Cybage Software** with a strong focus on delivering high-quality technical support.- Proficient in **problem-solving** and identifying the root cause of issues to provide effective solutions.- Skilled in monitoring and improving **Key Performance Indicators (KPIs)** to ensure optimal performance.- Extensive experience with **Amazon Web Services (AWS)**, including **AWS Identity and Access Management (IAM)**.- Strong **analytical skills** to assess system performance and troubleshoot complex issues.- Experienced in providing **production support** to maintain system stability and uptime.- Excellent **communication skills** in **English, Hindi, and Marathi**, enabling effective interactions with clients and team members.- Proficient in **queue management** to prioritize and manage support tickets efficiently.- Expertise in **project documentation** to ensure clear and detailed technical records.- Dedicated to enhancing **customer engagement** and fostering positive client relationships.- Certified in **ITIL V4 Foundation**, ensuring adherence to industry best practices.- Committed to meeting and exceeding **Service-Level Agreements (SLA)** to ensure timely resolution of issues.- Focused on **customer satisfaction** by providing prompt and reliable technical support.- Experienced in managing a **service desk** to streamline support operations.- Proficient in **creating workflows** and **knowledge base articles** to enhance team productivity.- Proven ability to collaborate with **development teams** to address and resolve technical issues.- Skilled in **conducting system analysis and testing** to ensure optimal system performance.- Experienced in **training new hires and end-users** to enhance their technical skills.- Strong understanding of **technical documentation** and its importance in support operations.- Proficient in using **Salesforce** and **Jira** for efficient support management and issue tracking.

Deliver exceptional technical support and troubleshoot complex issues for end-users, ensuring seamless system performance.Collaborate with development teams and utilize tools like Salesforce and Jira for effective issue tracking and resolution.Conduct system analysis, testing, and create technical documentation to maintain clarity and reliability.