Nisha Lini

Application Support Specialist with 7+ years of experience providing front-line support for software applications via phone, email, and virtual screen share, diagnosing and troubleshooting issues, and building genuine rapport with customers along the way. I bring strong interpersonal skills, including empathy, listening, curiosity, and friendliness, and I take real ownership of cases until they are resolved, anticipating followup questions before they are even asked. Experienced in maintaining organized case records, educating customers to help them get more value from products, escalating issues with thorough documentation, and collaborating closely with team members and neighboring departments.

Self-disciplined, resourceful, and proactive, with proven conflict resolution skills and a high level of self-awareness.

IT Engineer at Insight Direct India Private Ltd. (2022-06 – 2025-08)

• Provided front-line support for software applications via phone, email, and virtual screen share for 10+ enterprise clients, diagnosing and troubleshooting issues efficiently while maintaining 95% SLA compliance and reducing escalations by 30% through proactive root cause analysis.
• Educated customers to help them gain value from the product suite, building rapport and driving high customer satisfaction through patient, clear, and friendly communication, while maintaining product and technical knowledge to provide quality support.
• Maintained organized and accurate records of customer requests through the full case lifecycle in ServiceNow ITSM, ensuring cases flowed effectively to neighboring teams and escalating product issues with thorough documentation to facilitate fast resolution.
• Collaborated closely with development and infrastructure teams to resolve complex integration issues, troubleshooting REST API and OAuth 2.0 errors, anticipating follow-up questions, and delivering client feedback to appropriate teams to highlight product value.
• Provided regular updates to customers on outstanding issues, demonstrating resilience and a positive approach to challenges, while contributing to overall team productivity through 30+ knowledge base articles and process improvements.

Technology Analyst at Infosys Ltd. (2018-08 – 2022-06)

• Provided L2/L3 client-facing application support for SAP Commerce Cloud (Hybris) across global B2B and B2C platforms with 1M+ SKUs, resolving 150+ cases per quarter with MTTR under 4 hours while maintaining 99.8% uptime.
• Diagnosed and troubleshot complex application issues, working closely with users to resolve problems efficiently and effectively, following department processes and procedures consistently across every interaction.
• Collaborated with team members across multiple time zones, proactively participating in discussions to resolve escalated issues and ensure cases were reviewed and updated in a timely manner.
• Led hotfix deployments and patch release cycles for 5+ major platform upgrades, coordinating cross-functional teams and delivering client feedback to product and engineering teams to drive continuous improvement.
• Demonstrated proven ability to act and efficiently achieve results, managing multiple customer inquiries effectively by focusing on priority tasks while keeping track of others, and consistently meeting performance expectations.

Junior IT Analyst Program in IT – NPower Canada (2026-02 – 2026-05)

Bachelor of Engineering in Computer Science – Anna University, Trichy (2014 – 2018)