Sushmitha S

• Delivered L2-level support for Epicor Commerce Connect (ECC) platform, supporting global B2B clients with issues related to payment gateways, inventory, shipping, order sync, and customer management.
• Conducted root cause analysis and resolved complex issues using REST APIs (V2, Transaction, Data, Entity), SQL queries, and system logs.
• Investigated and replicated client-reported bugs in controlled environments; worked with product teams to deliver timely patches or fixes.
• Maintained high customer sentiment by meeting tight SLAs, actively educating clients on resolution steps and platform best practices.
• Collaborated with cross-functional teams to improve feature functionality and raised internal product improvements backed by real-world client scenarios.
• Authored 100%+ of KB articles targeted for internal reuse and external client enablement.
• Created solution videos, documentation, and FAQs that reduced ticket volume by 20%.
• Utilized ServiceNow for ticket management, RCA tracking, and SLA monitoring.
• Worked hands-on with technologies like Microsoft IIS, Active Directory, Windows Server Admin, and basic scripting (HTML, CSS, JavaScript).

Key Achievements:

• Resolved 90% of assigned critical support tickets within SLA.
• Handled escalated cases, delivered successful RCA, and minimized repeat incidents.
• Mentored peers and improved team’s knowledge sharing via solution documentation.

• Provided technical support to 50+ enterprise clients (WPP group) and maintained 400+ child organizations across systems.
• Offered secure server solutions and L1-level IT infrastructure support, reducing response time by 20%.
• Spearheaded onboarding and mentoring of new team members, boosting team efficiency.
• Worked in collaboration with incident and resolver groups to enhance system reliability and security.