Juvin Mathew Email & Phone Number

Experienced support analyst with a strong background with over 4 years of expertise in providing first-line technical assistance for software and network-related issues across the Healthcare, Banking and Logistics sectors. Skilled in client-facing roles, effectively engaged with US clients to deliver exceptional service in fast-paced and dynamic environments. Successfully managed software applications by diagnosing and resolving wide range of technical incidents, maintaining service level agreements, providing top-tier customer assistance, and ensuring the uninterrupted performance of critical systems. Proactively enhanced customer satisfaction by 20% through effective troubleshooting, consistently maintaining 100% compliance with SLAs. Proficient in monitoring systems to ensure optimal performance, identifying root causes of problems, and implementing preventive measures to minimize future incidents. Adept at documenting technical solutions, escalating complex issues and collaborating with cross-functional IT teams. Capable to support users in high pressure environments, ensuring minimal downtime and efficient problem resolution.