Monika Jaluka

• For Apple INC

Ø Responding quickly to all queries and incidents and service requests

Ø Managing incidents, including via telephone, Chat and email.

Ø Documenting, recording and updating incident details in CRM tools.

Ø Communicating, alerting technical staff via assignments and escalating to Resolver group.

Ø Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk.

Ø Answering queries and resolution of straight forward incidents.

Ø Escalations of unresolved cases to next level application specialist teams.

Ø Monitoring & tracking, reviewing the progress of an incident and keeping the customer informed. *Closure, formally closing incidents.

Ø Initial review and evaluation of the case.

Ø 1st line application support and diagnosis

Assisting the client with L1/L1.5 Support activities

Ø My role was L1 & L2 production support engineer.

Ø Involved in the Maintenance and Enhancement of the application.

Ø Forwarding to L3 team if fix is required (If any change or more analysis required).

Ø On Call Coverage-Resolved the issues based on priority that is by Ticketing tool.

Ø The main role is to keep the applications up 24/7 and to be in touch with administrators and users to help them and to resolve server and application related issues.

Ø Implementing the SQL queries according to the customer requirement.

Ø Interacting with onsite clients.

Ø Bouncing an application of servers.

Ø Generating reports based on customer requirement.

Ø Creating the indexes on table columns based on the column cardinality.

• Client of Landmark group