As a Tier 3 Application Support Analyst I had to support enterprise software products developed by Experian. The software is used for validating addresses, emails, phone numbers and data quality. It can be hosted on-premises or in the cloud. I had to troubleshoot unexpected behavior or outputs reported by our stakeholders and the regional support teams. Cases were logged in SalesForce where communication with the requestors was done. While working on the cases, I had to update them regularly what is the current status and what are the next steps that would be taken. If the reported behavior is considered as a bug or malfunction, I had to raise workitems and assign them to the respective development teams responsible for the product's health and functionality in Azure DevOps where afterwards I had to track the progress and manage stakeholder's expectations. If the reported issues were more complex, I would schedule a call with screen sharing and troubleshoot in real time.I accumulated good understanding of the IT infrastructure because the software supports different enterprise operating systems such as Windows Server 2008, 2012, 2016, 2019, Ubuntu, Debian, CentOS Linux etc., Mac OS, and also different integrations with databases such as Microsoft SQL, PostgreSQL, Oracle, etc.

Responsible for taking support escalations related to the following topics:-App for Outlook-Server-Side Synchronization-Customer Voice-SharePoint-Azure Synapse Link / Data Export Service-Customer InsightsMake calls with customers or their partners to collect information, network traces, logs for further investigation of the issue or to troubleshoot it over screen sharing session.If issue is more complex and I do not have the required permissions, tools or skills, I collect all relevant information and raise a support request to a higher tier of support (DEV teams)Update cases daily, informing customers or their partnes for any news or progress regarding their inquiry or issue. Keeping case hygiene by adding all relevant information to the support request in respective notes, log call history and labor.

Main responsibility was to take and work on emails and chats incoming from Tier 1 agents, provide troubleshooting and proper resolution. Provide feedback of the consult raised. Between the interactions, had to distribute tasks to a small group of agents of internally created processes which I leaded. Had to create analysis reports of emerging issues, their solutions and how they affected or would affect agents' work.