● Delivered expert technical support using Salesforce for CRM management and customer issue tracking. ● Engaged with B2B clients via meetings, email, and chat to resolve technical issues promptly. ● Utilized Charles Proxy for log analysis to troubleshoot application issues. ● Conducted network troubleshooting to resolve connectivity and performance problems. ● Performed SQL analytics to extract and analyze data for diagnostics and reporting. ● Enhanced user experience through CSS and JavaScript customization of user profiles. ● Executed API testing with Postman to ensure API. ● Lead RCA (Root Cause Analysis) efforts for recurring and critical issues, driving product enhancements and stability. ● Developed custom reports and data solutions using MS SQL.

● Provided tiered support to end-users, ensuring optimal application functionality. ● Mastered various applications to offer comprehensive technical assistance. ● Collaborated with product and engineering teams to resolve application-related issues. ● Served as a liaison, translating technical concepts for non-technical stakeholders. ● Conducted Rest Api testing using Postman and created Jira cards and Confluence documentation. ● Ensured GDPR compliance and generated custom reports using MSSQL. ● Utilized Excel for data visualization, updates, and task management to streamline processes. ● Used SQL Server Management Studio (SSMS) to update user details and product properties. ● Checked audit reports of products using database queries and codebase analysis. ● Troubleshot integrations with Microsoft Teams and Google services to ensure seamless operation. ● Checking internal Audit reports for clients and CSMs.