Sara Sultana

- Proficient in complete server management and resolving software and hardware issues for US-based customers in real time.
- Efficiently utilized Salesforce (SFDC) and SFDC Lightning for logging and tracking cases, ensuring timely resolution of inquiries.
- Conducted thorough analysis of server logs and diagnostic reports.
- Assisted in deployment, installation, and upgrade of operating systems, firmware, and drivers.
- Provided proactive technical guidance and resolved user-related problems effectively.
- Delivered exceptional customer service, consistently meeting or exceeding SLAs and performance metrics.
- Maintained cross-platform production fabric and developed technical documentation for knowledge sharing.
- Actively participated in training sessions to stay updated on new technologies and best practices.
- Received positive feedback for dedication to exceptional customer service and continuous learning, contributing to high customer satisfaction scores and retention rates.