Nisha Cheema
Bengaluru
Summary
Results-driven Application Support Engineer with expertise in customer support, troubleshooting, and application issue resolution. Adept at collaborating with cross-functional teams to identify root causes, implement solutions, and optimize processes for efficiency. Strong technical acumen combined with excellent communication skills to ensure seamless user experiences and high client satisfaction. Passionate about delivering top-notch support and fostering trust through effective problem-solving.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Lead
VYMO Technologies
03.2022 - Current
- Manage & support multiple clients (SBIL, ABSLI, ABSLAMC, MIBL)
- Handle escalations, scrums, client calls, and Jira ticket monitoring
- Track and follow up on BUGs/CRs to ensure timely resolution
- Facilitate Zoom calls between clients & developers for issue resolution
- Maintain checklists, trackers, and ensure SLA compliance
- Train and mentor new joiners in ticket resolution best practices
- Proactively resolved client issues, reducing downtime
- Assisted teammates, improving ticket resolution efficiency
- Cleared pending L1 tickets, including beyond regular hours
- Enhanced customer satisfaction through quality responses & documentation
- Created & updated Confluence pages for common client issues
- Identified automation opportunities & process optimizations
Sr. IT Service Desk Analyst
TATA Consultancy Services
Bengaluru
02.2021 - 03.2022
- Provided efficient IT support and high-level customer service
- Troubleshot & escalated incidents to 2nd/3rd line support teams
- Processed incidents & requests in ServiceNow ticketing system
- Assisted the Service Desk Team Leader in training new team members
- Ensured all incidents met business SLA timeframes
- Adhered to security guidelines and IT policies
SW/App/Cloud Tech Support Associate
Accenture
Bengaluru
01.2020 - 09.2020
- Provided support for NHS.net (Microsoft Outlook Web App)
- Assisted users with O365 issues, email/exchange queries, VIP incident handling
- Helped with MFA re-enrollment, RT ticketing, and ticket assignments
Operations Associate
Allstate India Solutions Pvt Ltd
Pune
04.2019 - 09.2019
- Provided technical support to Allstate employees, contractors, and agents
- Assisted with installation issues, VIP access, and application password resets
- Offered support via call, chat, and self-service mediums
Operations Representative
Concentrix Daksh
Pune
01.2018 - 03.2019
- Provided customer and technical support for Virgin Media, UK
- Assisted in resolving technical issues and improving troubleshooting techniques
Education
Bachelor of Science -
Pune University
AhmednagarSkills
- Jira Ticketing System
- Data Reconciliation
- Client Communication
- Technical Troubleshooting
- Confluence Documentation
- Airflow
- Postman
- Rundeck
- Zoom Support
- Email Support
- WhatsApp Support
- SLA Management
- TAT Management
- VDI/Thin Client Support
- ServiceNow Experience
- Virtual Machine Support
- Citrix Director Exposure
- ITIL Knowledge
- O365 Support
- Skype for Business Support
Certification
- ITIL Foundation Certification
- Advanced Excel for Data Analysis
- Jira & Confluence Administration
Timeline
Technical Support Lead
VYMO Technologies
03.2022 - Current
Sr. IT Service Desk Analyst
TATA Consultancy Services
02.2021 - 03.2022
SW/App/Cloud Tech Support Associate
Accenture
01.2020 - 09.2020
Operations Associate
Allstate India Solutions Pvt Ltd
04.2019 - 09.2019
Operations Representative
Concentrix Daksh
01.2018 - 03.2019
Bachelor of Science -
Pune University
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