Deeksha M Email & Phone Number

Dubai, United Arab Emirates

Mangaluru, Karnataka, India

Exceptional support to Apple retail stores worldwide, ensuring smooth operations and addressing realtime issues.Successfully provided operational support to Apple retail stores across various locations, respondingpromptly to incidents and service requests.Demonstrated a comprehensive understanding of Apple's retail applications and systems, enabling meto resolve issues efficiently.Utilized my strong command of SQL technology to access, query, and manipulate databases, facilitatingdata analysis and troubleshooting.Effectively employed debugging tools such as Splunk and APS retail applications to identify the rootcauses of incidents and implement appropriate resolutions.Took a proactive approach in addressing customer issues by analyzing trends and identifying recurringproblems.Developed and implemented preventive measures to minimize the occurrence of incidents, contributingto improved overall system stability and reliability.Actively participated in process improvement initiatives to optimize support procedures and enhanceteam efficiency.Reviewed and updated technical documentation and articles to ensure accurate and up-to-dateinformation for both the team and end-users.Gained experience in managing Change Requests (CRs) related to the Apple retail project.Collaborated with cross-functional teams and the business to implement necessary changes, ensuringseamless updates to the APS project.

Mangaluru, Karnataka, India

Automated domain-related scripts (.yml) to streamline processes and enhance efficiency.Thoroughly documented each support ticket in Jira Service Desk, ensuring comprehensive records ofall incidents and service requests.Acted as the first point of contact for end-users, investigating and diagnosing incidents and servicerequests promptly.Skillfully identified the nature of each incident and collaborated with the respective teams to resolveissues effectively.Maintained continuous communication with the user community throughout the incident's lifecycle andensured timely incident closure through Jira tickets.Assumed responsibility for monitoring various services and tasks, including Google Chat rooms,Grafana, and Zabbix.Ensured swift identification and resolution of any service issues to maintain optimal server performanceconsistently.Skillfully managed change management tasks, ensuring their timely execution during ongoing incidentsand escalations.Handled escalated support desk tickets from customers, expertly addressing hosting and domain related issues to achieve high customer satisfaction.Successfully met and surpassed challenging sales targets, showcasing my dedication and commitmentto achieving organizational goals.Consistently completed tasks within the given ETA, demonstrating a strong sense of responsibility andtime management skills.Acted swiftly and decisively in critical circumstances, escalating support desk tickets to Level 3 supportafter thorough investigation and analysis.Ensured that significant efforts were made to resolve complex issues before escalation, optimizing theefficiency of the support process