GUNJAN JAIN

Client Adobe| Project Adobe commerce

• Managed and supported Adobe Commerce as a B2B client, handling backend operations using Salesforce.
• Resolved workflow, task, and integration issues while ensuring compliance with defined SLAs.
• Diagnosed and troubleshot product-related issues in collaboration with cross-functional teams.
• Specialized in resolving authentication, SSO, login, UI, reporting, and database-related issues.
• Leveraged database fundamentals and SQL queries for integration with Fusion and data management.
• Provided global technical support for Adobe Workfront, Analytics, and Marketo, optimizing the digital experience.
• Streamlined case management using Salesforce and ServiceNow ticketing tools.
• Delivered system administration and project management support throughout the product lifecycle.

• Company Overview: ( District India Private limited)
• Project: SAS Product: INNO GRC (Government Risk compliance)
• Performed troubleshooting for both mobile and web applications, ensuring smooth functionality.
• Utilized SQL queries for database management and issue resolution.
• Managed support cases using ServiceNow and Jira for efficient ticket tracking and resolution.
• Delivered technical assistance via phone and chat, including remote access support.
• Ensured timely query resolution while maintaining high customer satisfaction.
• Handled escalations effectively, adhering to SLA guidelines, and performance metrics.

• Provide IT infrastructure support and Technical support to HDFC Bank Client through remote assistance (IBM end point controller) by Phone or chat support
• Diagnose issue and resolve queries
• Perform various trouble shooting steps related to 0365 application (Outlook, One Drive, Teams and Share point), Ms office issue(Excel, Word, Powerpoint) Email support, Product support, Network connectivity issue
• Resolve queries related to Vpn and VDI issue
• Handling lan and connectivity issues
• Application support (CRM, flexcube, finnone
• Handling clients issue and dealing with customers complaints
• Ensure the rise in high customer satisfaction and resolve queries on time
• Maintaining banking application and server