Information Technology Support Analyst
Current- Collaborating with clients through weekly catch-ups to update ticket status and discuss pain points. The feedback was presented to the internal stakeholders.- Drafting Confluence pages for project documentation, meeting notes, and process flows, facilitating easy access to critical information.- Organizing morning catch-ups with developers and the support team to discuss priorities and assign work according to the SLAs.-Managing internal IT setup including system setup, tech support and onboarding of employees and creating policies as per ITIL guidelines.- Work on high-priority ticket items and provide regular updates to the client and support manager with estimates of resolution and provide aftercare based on the impact.- Managing Kanban board to assign tickets to the developers as per their skill set and record updates, assist with deployment and internal testing.- Managing yearly pricing plan updates for multiple retailers in the billing system. Worked with internal teams to create test invoices and check errors; scheduled routine checks to deactivate expired tariffs.- Executing SQL queries in a relational database to conduct root-cause analysis associated with invoicing errors, pricing, and aggregation of reads on the account level.
