Sirisha Peyyala

Project : Problem Management for FedEx Mobile worker Support Team.

Role : Support Engineer

● Monitored production environment and took necessary actions.

● Addressed the user tickets on Service now tool and provided resolution within the SLA.

● Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.

● Provided technical support on customer applications and IT solutions through phone, live chat, and email.

● Joined the troubleshooting calls with different teams whenever the priority issue occurs.

● Worked with different teams at various time zones to ensure resolution of the problem and to perform the RCA of the problem.

● Produced documentation of technical procedures in confluence and created user manuals for the customer. ● Proactively kept customers updated with the status of the problems at all times through IM's and calls.