BOOPATHI D
Tiruppur
Summary
Adept Application Support Analyst with a proven track record at WIPRO, enhancing system performance and user satisfaction by 30% through strategic integrations and optimizations. Expert in ServiceNow and Incident Management, I excel in troubleshooting and fostering customer relationships, showcasing both technical proficiency and exceptional problem-solving abilities.
Overview
4
4
years of professional experience
Work History
Application Support Analyst
WIPRO
Bangalore
07.2021 - Current
- Company Overview: The Application Support Engineer is responsible for ensuring the smooth operation, maintenance, and enhancement of software applications used by the organization.
- Technical Troubleshooting and Support
- Incident Management and Resolution.
- Customer Relationship Management.
- Software Installation and Configuration.
- Knowledge Base Development.
- The Application Support Engineer is responsible for ensuring the smooth operation, maintenance, and enhancement of software applications used by the organization.
- Provided technical support to users on various applications and software packages.
- Supported internal and external user requests for technical intervention on software titles.
- Contributed to technical support documentation by updating literature based on common support interactions and known issues with software.
- Escalated technical issues to the development or technical operations team, following prescribed support guidelines.
- Provided technical support for user application issues, resolving the issues, e.g., user access and application-related problems within SLAs.
- Troubleshoot, diagnose, and resolve issues related to Zendesk, PureCloud, Pulse, and ServiceNow environments.
- Handle daily incident tickets via Zendesk, ensuring quick resolution, and effective communication with end users.
- Monitor system performance and application health using Pulse, ensuring high availability and optimal user experience.
- Create and maintain knowledge base articles, FAQs, and troubleshooting guides for end users.
- Utilize ServiceNow to manage ITSM processes, including incident management, change management, and service requests.
- Configure and optimize workflows and automation rules in Zendesk to improve team efficiency and response times.
- Analyze and troubleshoot system errors, ensuring root cause identification, and long-term resolution.
- Collaborate with cross-functional teams to implement and test system updates and patches.
- Develop and maintain technical documentation, including knowledge base articles, and user guides.
- Mentor junior team members, and lead training sessions on specific tools and processes.
- Delivered first-line support for specific systems and products, achieving the metrics, e.g., 95% customer satisfaction.
- Escalated complex issues to Level 2/3 support teams, and ensured timely follow-up.
- Assisted in onboarding and training new team members.
- Participated in after-hours, on-call rotations to address urgent technical issues.
- Reduced ticket resolution time by 20% through the optimization of Zendesk workflows, and the creation of self-service knowledge articles.
- Spearheaded the integration of PureCloud and Zendesk, resulting in 30% faster response times for customer queries.
- Successfully led the migration to a new version of ServiceNow, improving incident tracking and reporting by 40%.
Education
Bachelor - Information Technology
V.S.B Engineering College
Karur01.2021
Skills
- Windows
- ServiceNow
- Incident Management
- Zendesk
- Pulse
- Koreai
Projects
Application Support Engineer, SHELL, The Application Support Engineer is responsible for ensuring the smooth operation, maintenance, and enhancement of software applications used by the organization., Technical Troubleshooting & Support, Incident Management & Resolution, Customer Relationship Management, Software Installation & Configuration, Knowledge Base Development
Timeline
Application Support Analyst
WIPRO
07.2021 - Current
Bachelor - Information Technology
V.S.B Engineering College
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