• Provided frontline technical support for software applications, responding to inquiries via phone, email, and ticketing system.• Collaborated with development teams to test and implement software patches and updates, ensuring minimal disruption to operations.• Utilized SQL queries to extract and analyze data, generating reports for internal and external stakeholders.• Assisted in the development of user guides and knowledge base articles to improve self-service options for end-users.• Perform database queries, updates, and maintenance tasks using SQL to ensure data integrity and optimize system performance

• Provide first and second-level technical support for enterprise-level applications, ensuring seamless operation for end-users.• Collaborate with development and infrastructure teams to identify and resolve software and system-related issues.• Conduct root cause analysis to address recurring problems and implement permanent solutions, reducing incident recurrence by 20%.• Develop and maintain comprehensive documentation for support processes, troubleshooting steps, and solutions.• Conduct training sessions for end-users to enhance their understanding of application functionalities, reducing support ticket volume by 15%.