Srikanth Gade

Edison

Summary

Results-driven Client Support and Business Operations professional with 4+ years of experience supporting enterprise clients in financial services and technology environments. Skilled in troubleshooting functional issues, resolving client escalations, analyzing reporting discrepancies, and collaborating with cross-functional teams to deliver timely solutions. Experienced in managing support tickets, documenting issue resolution workflows, and supporting cash management and operational processes. Strong communicator with the ability to explain technical concepts to non-technical stakeholders while maintaining high client satisfaction. Recognized for ownership, accountability, analytical problem-solving, and ability to manage multiple priorities independently.

Overview

years of professional experience

Work History

Client Support Analyst /Application Support Specialist

Ford Credit

Dearborn, MI

06.2023 - Current

Served as a primary point of contact for enterprise and internal clients by resolving operational and functional support issues through ticketing queues and support channels.
Analyzed client-reported issues, identify root causes, and coordinate with technical, operations, and business teams to ensure timely resolution.
Managed multiple high-priority support tickets simultaneously while consistently meeting SLA expectations and maintaining detailed documentation.
Supported financial operations processes by validating transaction data, reviewing system-generated reports, and assisting with issue resolution related to payment processing and reporting accuracy.
Collaborated with senior analysts and cross-functional teams on complex client escalations and system-related incidents.
Provided clear and professional communication to both technical and non-technical stakeholders throughout the issue resolution lifecycle.
Contributed to process improvement initiatives that improved ticket resolution efficiency and reduced recurring support issues.
Reduced average issue resolution time by nearly 90% by improving ticket prioritization workflows, streamlining troubleshooting processes, and proactively coordinating with internal support teams.
Worked extensively with Kibana logs to investigate application errors, monitor system behavior, analyze transaction failures, and support root cause analysis activities.
Reviewed application and server logs to identify recurring functional issues, enabling faster escalation and resolution of production incidents.
Assisted in validating production fixes and monitoring post-deployment performance to ensure stability and client satisfaction.
Maintained accurate records of client interactions, troubleshooting steps, and resolutions within ServiceNow and internal support systems.
Resolved production incidents within defined SLAs, performing root cause
analysis (RCA) and implementing permanent fixes.
Worked in Agile environment, participating in stand-ups and production readiness reviews.
Documented troubleshooting steps and created knowledge base articles to improve support efficiency.

Production Support Analyst

Zylo IT Solutions

Hyderabad, India

06.2020 - 07.2021

Assisted in monitoring production support queues and ensured critical issues were escalated and resolved within SLA timelines.
Collaborated with technical teams to investigate production incidents and support resolution efforts by providing detailed log analysis and issue documentation.
Developed strong client relationships through proactive communication, responsiveness, and consistent follow-through.
Documented troubleshooting procedures, issue resolutions, and client communications to ensure knowledge sharing and operational continuity.
Managed support tickets through queue-based workflows while prioritizing issues based on severity and business impact.
Performed root cause analysis for recurring issues and collaborated with development and operations teams to implement corrective actions.
Analyzed and resolved L1/L2 issues related to customer experience and system logs.
Monitored and supported critical business applications and performed
troubleshooting.
Conducted root cause analysis on recurring incidents, leading to reduced downtime and improved service quality.

Education

Master of Science - Computer Science

Rivier University

Nashua, NH

05-2023

Bachelor of Science - Electronics And Communication Engineering

Sri Indu College of Engineering And Technology