ANITHA MURUGANANTHAM

Delivered L2 and L3 support for large-scale web-based applications, including centralized carpark management systems

• Conducted manual testing, created and executed test cases, and identified/communicated issues
• Managed application deployments, validated post-deployment functionality, and coordinated deployment schedules
• Monitored server performance, configured systems, and troubleshot critical application issues
• Collaborated with cross-functional teams, including P1 and P2 issue management, ensuring resolution within ITIL timelines
• Administered user accounts, roles, permissions, and access control
• Generated health reports and monitored application performance using various tools
• Conducted disaster recovery drills and real-time activities ensuring compliance with RPO and RTO
• Handled change, problem, and incident management processes using ServiceNow
• Strengthened client relationships through effective communication and prompt resolution of concerns.
• Mentored junior engineers, fostering a collaborative environment that promoted professional growth.
• Assisted with the integration of third-party applications into existing systems, enhancing overall functionality.
• Performed root cause analysis on recurring issues, implementing long-term resolutions to prevent recurrence.
• Developed comprehensive documentation for various applications, facilitating seamless knowledge transfer among team members.
• Conducted regular audits of applications for security vulnerabilities, addressing any findings promptly.

• Provided technical and analytical support to internal employees and clients using Swift, Salesforce, SAP, Genesys Cloud, and ServiceNow
• Supported internal applications critical to financial and revenue services
• Engaged with global client service teams to resolve issues related to invoicing and accounts receivable
• Ensured timely closure of tickets, adhering to SLA guidelines and minimizing disruptions
• Provided setup support for client accounts using financial application tools
• Developed and maintained effective client communications to guarantee client satisfaction and improve client retention.
• Streamlined support processes for improved end-user experience and reduced resolution times.
• Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.

• Provided operational support across teams, ensuring optimal productivity
• Managed user accounts, roles, and permissions within various internal systems
• Coordinated with vendors and freight forwarding companies to optimize route planning and costs
• Supported the purchasing process for biomedical equipment, chemicals, and lab products
• Facilitated communication between clients, vendors, and internal teams
• Ensured timely delivery of high-quality services by setting clear expectations and monitoring progress closely.
• Oversaw training and onboarding process for all newly hired employees.

• Provided Level 2 support for the Concession Abuse Prevention team, based on L1 investigation data
• Managed refund and return initiation processes, preventing abuse and resolving escalated cases
• Communicated effectively between customers and management to ensure customer satisfaction
• Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
• Trained new associates in company policies and procedures, fostering a supportive work environment.

• Coordinated event planning, manpower management, and client/vendor communication
• Maintained employee records, processed salary details, and handled payments