Shreya Bhagwat

Managed and resolved user support requests through ticketing systems while maintaining SLA compliance.
Investigated and troubleshot application, system, and user access issues.
Provided step-by-step guidance to users for issue resolution and system usage.
Coordinated with technical and cross-functional teams to resolve complex incidents.
Performed root cause analysis to identify recurring issues and recommend preventive measures.
Monitored application performance and proactively identified potential risks.
Maintained accurate records of incidents, resolutions, and system updates.
Assisted with user account management, access requests, and permissions.
Created and updated support documentation, knowledge base articles, and process guides.
Communicated regularly with stakeholders regarding issue status, resolutions, and service updates.