Summary
Overview
Work History
Education
Skills
Projects
Timeline
Generic

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
Karur
01.2021

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
BOOPATHI D