Professional Summary
Application Support Specialist with 3 years of experience in resolving complex application issues, optimising SQL queries, and collaborating with development teams. Adept at using Jira and ServiceNow to manage incident lifecycles and improve response times. Passionate about enhancing user satisfaction through effective support processes and root cause analysis.
Skills
- Communication
- SQL
- Java
- Jira
- AWS
- Linux
- Python
- Mongodb
- Azure
- GCP
- Customer Service
- .Net
- ServiceNow
- Incident Management
- Troubleshooting
Experience
Application Support Specialist — TLI Steuerberater
- Reduced average incident resolution time by 30% through improved documentation and SLA adherence.
- Automated routine database health checks using Python, reducing manual oversight.
- Facilitated cross-functional calls between engineering and customer support to clarify service limitations.
- Managed escalations from enterprise accounts, ensuring they received timely and accurate updates.
- Developed onboarding materials for new support engineers, shortening their ramp-up time.
Associate Engineer — InfoBeans
- Designed and delivered a self-service incident portal that reduced ticket volume by 15%.
- Monitored production application performance, identifying latency issues tied to unoptimised queries.
- Collaborated with development teams to schedule patches as part of regular change management cycles.
- Authored knowledge base articles that empowered tier-one agents to resolve 40% of inquiries without escalation.
- Participated in quarterly on-call rotations, maintaining alert response times under industry benchmarks.
Education
B.S. Electrical Engineering
University of Texas at Austin
Certifications
- AWS Certified Solutions Architect – Associate
- Microsoft Certified: Azure Fundamentals
Languages
English, Hindi