● Gained extensive customer-facing experience by supporting Loadlink users in resolving technical issues, enhancingsatisfaction, and optimizing software functionality.● Enhanced customer satisfaction by delivering initiative-taking support, building strong client relationships, andaddressing inquiries efficiently with personalized solutions.● Demonstrated expertise in diagnosing system communication and infrastructure challenges, optimizing workflowsfor better operational efficiency and uptime.● Leveraged remote support tools to assist clients across diverse locations, ensuring minimal downtime, seamlessoperations, and uninterrupted business services.● Applied a customer-first approach, delivering tailored solutions effectively to foster trust, satisfaction, and loyaltywith Loadlink’s diverse user base.

Installing, managing, and configuring various Atlassian tools (JIRA and Confluencespecifically) and Appfire plugins.● Having knowledge on Appfire key Jira addons like JSU Automation, Clone plus for Jira,Command Line Interface, Surveys for Jira, Power BI and Tableau connectors, andconfluence addons like Advanced tables, Multi excerpt, Numbered headings, SQL, HTML,Excel for Confluence.● Directly interacting with customers on tickets/mails and jumping into the calls whennecessary to identify the customer facing issue.● Providing technical guidance and issue-resolution support to customers bytroubleshooting and analyzing the logs.● Part of Business Intelligence and reporting category and has experience creatingmeaningful reports, data visualizations, insights using the addons.Analysis of report on Cyberak● Reporting and creating the bug requests and suggesting the improvements, featurerequests of the apps.● Working closely with development team in testing the fixes and checking compatibilityof new versions of the apps.

Monitored and responded to the incident requests via ticketing management system(ServiceNow) and Jira● Took ownership of issues reported by the customer and ensured that it was resolvedeffectively or escalated to the next level with relevant data as needed in a timely manner.● Deployed the patches periodically and monitored the tools and performed EOD reports.● Skilled in monitoring the performance of IT Infrastructure, applications, and services(including network, backup and storage, cloud services, datacenter, customer facingproducts) by different monitoring tools.● Handling scrum calls and various other in person meetings for understanding.● Provide support and be the channel among different third parties involved in product viae-mail, calls, slack and hangout video meetings.● Monitoring overall functioning of processes, identifying improvement areas, andimplementing adequate measures to maximize customer satisfaction. Coordinate andmanage relationships with end users that provide software and network problemresolution.