Greshma Rachel Shaji Email & Phone Number

Fort Lauderdale, Fl, Us

Fort Lauderdale, Florida, United States

Pune, Maharashtra, India

• Provided expert application support to clients, troubleshooting technical issues, and resolving software-related inquiries within established SLA guidelines.• Utilized ticketing systems such as ServiceNow to track and manage customer issues, ensuring timely resolution and maintaining high levels of customer satisfaction.• Managed incident, problem, and change management processes in accordance with ITIL (Information Technology Infrastructure Library) best practices, ensuring timely resolution of issues and minimizing service disruptions. - Developed and maintained service catalogs, SLAs (Service Level Agreements), and KPIs to measure and monitor service performance and compliance• Participated in user acceptance testing (UAT) and quality assurance (QA) processes to validate software updates and releases, ensuring smooth deployment, and minimizing disruption to users.• Conducted root cause analysis for recurring issues, identifying underlying problems and implementing corrective actions to prevent future occurrences.• Demonstrated a commitment to continuous improvement by actively seeking feedback from users and incorporating suggestions for product enhancements and process optimizations. • Developed reports using SQL Server Reporting Services (SSRS), contributing to data analysis and issue recreation.• Effectively looked through database log files to troubleshoot software issues, showcasing strong technical troubleshooting abilities.• Demonstrated proficiency in providing end-user support through various channels such as phone and chat, showcasing a strong ability to troubleshoot and effectively resolve system and software issues.• Proven expertise in guiding users through common trouble tickets and production support issues, including the resolution of 3rd party software-related concerns such as password resets, lockouts, User Creation etc.• Managed user accounts , groups ,permissions, and access level within Active Directory.