Zendesk
Shraddha Sharma
Sr. Application Support Analytics
Noida
Summary
Results-driven Application Support Analyst with over 11 years of experience in technical support, client implementation, and team leadership. Expertise in Salesforce, JIRA, Zendesk, SQL, Excel, and Confluence facilitates exceptional client support across the UK, US, and Middle East. Proven track record in UAT, data migration, documentation, SLA/KPI monitoring, and team mentoring has led to significant process improvements and enhanced operational efficiency. Recognized for training clients and new hires while resolving escalations and driving team performance in fast-paced environments.
Experienced with application support and issue resolution. Utilizes advanced problem-solving techniques to ensure seamless software operations. Strong understanding of system diagnostics and user support.
Overview
12
12
years of professional experience
Work History
Senior Application Support Analyst (Acting Team Lead)
Safeguard Global
01.2022 - 10.2025
- Delivered L1 technical support and assisted in implementation projects via Salesforce, JIRA, and Zendesk.
- Acted as Acting Team Lead, managed escalations, daily ticket/work allocation, and KPI tracking to ensure SLA compliance.
- Conducted manual testing and UAT of workflows and user access modules during tool migrations and new feature releases.
- Logged defects and collaborated with developers for quick resolution, post-go-live.
- Led client issue resolution calls, and prepared Zendesk performance, KPI, and SLA reports.
- Provided Zendesk access to new users, trained team members, and guided clients on the ticketing workflow.
- Mentored and coached team members, improving ticket hygiene, resolution time by 20%, and overall productivity.
- Conducted team huddles, knowledge-sharing sessions, and maintained SOPs, ticket quality, and audits.
- Played a key role in client onboarding and implementation, including data migration, profile creation, and live deployment.
- Developed and maintained daily, weekly, and ad-hoc reports using Excel and internal reporting tools.
- Conducted UAT and manual testing for internal applications to ensure accurate functionality and data validation before deployment.
- Led application support initiatives, enhancing system performance and user satisfaction.
- Mentored junior analysts, fostering skill development and improving team efficiency.
- Created and maintained documentation and a knowledge base using Confluence.
- Led troubleshooting efforts for application issues, ensuring minimal disruption to end users.
- Developed and implemented support procedures to enhance application performance and user experience.
- Conducted root cause analysis to identify recurring application failures, driving strategic improvements.
- Collaborated with cross-functional teams to deliver software upgrades, ensuring successful integration and deployment.
Technical Support Executive
Global Upside
09.2019 - 01.2022
- Managed client implementation, and conducted client calls for issue resolution and tool adoption.
- Handled ticketing via Outlook, and utilized JIRA for tracking, reporting, and managing tool-related tasks.
- Performed manual and functionality testing for bi-weekly updates and new tool launches before going live.
- Created and maintained daily reports using Excel to track client and tool performance.
- Provided training to clients and new hires on a proprietary tool for smooth adoption.
- Updated client data efficiently using SQL to ensure accurate tool records.
- Resolved technical issues for end-users, improving overall customer satisfaction.
- Provided training and support for new software implementations, enhancing team efficiency.
- Collaborated with cross-functional teams to identify and implement system improvements.
- Developed and maintained comprehensive documentation for troubleshooting and process workflows.
- Led application support initiatives to enhance system performance and user satisfaction.
- Streamlined incident resolution processes, reducing response time and improving service delivery.
- Mentored junior analysts, fostering skill development and knowledge sharing within the team.
- Conducted a thorough analysis of application issues, identifying root causes, and implementing solutions.
- Provided technical support for software applications, resolving user issues efficiently.
- Trained staff on new systems, enhancing team proficiency and user satisfaction.
- Streamlined troubleshooting processes, improving response times for end-user inquiries.
- Improved customer satisfaction by resolving technical issues in a timely manner.
Subject Matter Expert (SME)
Hays Business Solutions Pvt. Ltd., Gurugram
10.2013 - 08.2019
- Led candidate onboarding, contract generation, and compliance helpdesk for UK-based clients.
- Acted as the point of contact, managing compliance queries and resource requests.
- Streamlined recruitment workflows, and maintained team quality standards.
- Conducted background checks and document verification for the UK and Ireland sectors.
- Led cross-functional teams to develop and implement best practices for project execution.
- Conducted comprehensive training sessions to enhance team knowledge and operational efficiency.
- Analyzed complex business challenges to provide strategic recommendations to senior management.
- Facilitated workshops to align project goals with organizational objectives and stakeholder expectations.
Education
MCA - Computer Applications
GLA University
Mathura, India 04.2001 -
GNIIT Diploma - Computer Engineering
NIIT
New Delhi, India 04.2001 -
Skills
Software
JIRA
Confluence
SQL
Timeline
Senior Application Support Analyst (Acting Team Lead)
Safeguard Global
01.2022 - 10.2025
Technical Support Executive
Global Upside
09.2019 - 01.2022
Subject Matter Expert (SME)
Hays Business Solutions Pvt. Ltd., Gurugram
10.2013 - 08.2019
MCA - Computer Applications
GLA University
04.2001 -
GNIIT Diploma - Computer Engineering
NIIT
04.2001 -