SHWETHA PANAMPILLY

• Streamlined documentation for application processes and user manuals to improve usability.
• Delivered prompt technical support, resolving user issues effectively.
• Coordinated cross-functional teams to enhance overall application operations.
• Monitored daily activities of application support team to ensure operational efficiency.
• Implemented process improvements to boost effectiveness of support operations.
• Collaborated with vendors to facilitate issue resolution as needed.
• Provided comprehensive technical support for SharePoint users across departments.
• Documented processes and created user manuals specifically for SharePoint applications.

• > Resolved escalated tickets promptly, adhering to SLA guidelines.
• > Provided technical support via email and phone, addressing user inquiries efficiently.
• > Developed application support processes to maintain critical application availability.
• > Collaborated with teams to resolve customer issues and enhance service goals.

> Troubleshot application issues, ensuring optimal performance and user satisfaction.

• > Deployed patches or updates following change management protocols.
• > Conducted root cause analysis for incidents, implementing preventive solutions.
• > Created comprehensive documentation for application processes to assist users.