Sarfaraj K

Experience

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  Birlasoft

  Aug 2022 - Jun 2023

  Trainee- Junior Analyst

  Responsible for: Client issue resolution and problem-solving, on-site support Edit and update Azure AD, finishing P1, P2, P3, and P4 SLA tickets.Client Handling Experiences for the USA, EMEA, and CA RegionsUtilize Manage Engine, Service Now, Basecamp, and Jira as ticketing systems. Admin access to install or update the system, Outlook, and other issues that need fixing Setting up email accounts, sharing mailboxes, distributing mailboxes, upgrading the Microsoft license from Type E to Type D, and troubleshooting system and app issues. Show less

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  HurixDigital

  Jun 2023 - Apr 2024

  Cloud & Trainee Technical Support Engineer

  Responsible for: Resolving and analyzing product issues with web applications, iOS applications, and Android applications, including P1, P2, P3, and P4 SLA tickets.Client Handling Experiences for the USA, EMEA, and CA RegionsManage Engine, Service Now, Basecamp, Jira, and Zendesk are some ticketing tools.MS SQL Server database for storing and retrieving data Connecting with our internal teams - DevOps and Developer to build the application as requested by the client and design it, and analyzing all end point issues in the product and providing the RCA & ETA to clients for customer satisfaction. Replicating the client issue in the product, analyzing it, and providing the client with the solution. Show less

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  MoveInSync

  Apr 2024 - now

  Specialist - Software & Product Support Delivery

  Resolve and analyze product issues with web, iOS, and Android applications.Handle SLA tickets across different priority levels (P1, P2, P3, P4).Manage client interactions for regions including the USA, EMEA, and CA.Collaborate with internal teams, such as DevOps and developers, to build and design applications according toclient requirements.Analyze endpoint issues in the product.Provide Root Cause Analysis (RCA) and Estimated Time of Arrival (ETA) to clients.Ensure client satisfaction through effective communication and resolution.Replicate, analyze, and resolve client-reported issues within the product.Utilize various ticketing tools, including Manage Engine, ServiceNow, Basecamp, Jira, and Zendesk. Show less