- Analyzed system error logs and utilized SQL (MySQL) queries, to troubleshoot issues effectively, including source code reviews - Generated custom reports and executed scripts using SQL to implement workarounds for software defects, ensuring seamless client operations- Conducted thorough testing, isolated, and replicated issues, and documented errors for resolution- Automated tasks using APIs to streamline operations, significantly improving efficiency, and ensuring client satisfaction- Successfully collaborated with cross-functional teams within strict time constraints, prioritizing tasks appropriately to meet deadlines while maintaining exceptional service and support standards- Achieved high-quality standards with 95% on quality assurance scores and 100% on CSAT scores

- Utilize CRM software (Salesforce) for technical support via phone and email, resolving software issues, and minimizing downtime- Create support tickets (Jira), self-monitor, and manage assigned support tickets, ensuring their rapid resolution or escalation when needed- Collaborate with multiple cross-functional teams to identify and resolve complex customer concerns- Respond to over 20 user inquiries daily, emphasizing exceptional customer service skills - Demonstrate skill in explaining technical concepts and instructions to non-technical personnel