Sheethi Mathew

Friendly, reliable, and detail-oriented individual with experience in retail operations, customer service, inventory management, and product merchandising. Skilled in assisting customers, replenishing stock, maintaining store displays, and supporting daily operations. Strong communication and teamwork skills, with a commitment to customer satisfaction and maintaining store standards.

IT Service Desk Analyst  | Palnar Transmedia | Bangalore, India June 2025 – August 2026

· Provided first- and second-level IT support across infrastructure and SAP environments, responding to incidents, service requests, and application issues.

· Managed and resolved more than 2,000 support tickets, documenting troubleshooting steps, resolutions, and escalations through Jira.

· Supported Active Directory user administration and access-related requests.

· Created and maintained users in Tenfold and Confluence, ensuring accurate user information and appropriate access.

· Handled hotline calls through Samwin, gathered incident details, performed initial troubleshooting, and escalated issues when required.

· Supported on-call infrastructure incidents and coordinated with technical teams to restore services and minimize disruption.

· Troubleshot Windows-related issues and assisted users with workstation and access problems.

· Supported SAP MM, SD, and PP process and application issues, coordinating with functional and technical teams.

· Performed SAP morning routines and system checks to identify and report issues early.

· Supported SAP Security activities, including user creation, role assignment, and access provisioning.

· Assisted with RFC and ChaRM configuration changes and related support activities.

· Maintained clear communication with users and stakeholders regarding ticket progress and resolution status.

Store Associate Jul 2024 – Apr 2025

Reliance SMART Bazaar |Thiruvalla, Kerala, India

• Packed and unpacked daily pallets and shipments, ensuring accurate handling of merchandise.
• Stocked shelves and maintained product displays in accordance with store presentation standards.
• Provided friendly and efficient customer service, assisting customers with product enquiries.
• Operated cash registers and processed customer transactions accurately.
• Maintained store cleanliness, organization, and visual merchandising standards.
• Supported daily store operations through inventory handling, teamwork, and timely replenishment.

Warehouse Associate(Part time) Jan 2023 – Apr 2024

Amazon UK Services Ltd |Bedfordshire, United Kingdom

• Picked, packed, sorted, and stowed customer orders accurately in a fast-paced warehouse environment.
• Used handheld scanners to track inventory, process orders, and ensure accurate shipments.
• Loaded and unloaded packages while following warehouse safety procedures.
• Maintained productivity and quality standards while meeting daily targets.
• Conducted quality checks, identified damaged products, and maintained an organized workspace.
• Collaborated with team members to ensure efficient warehouse operations.

IT Database Analyst | Welcome Break | Newport Pagnell, United Kingdom

July 2022 – April 2024

· Provided technical and operational support for product, vendor, and inventory data across more than 40 retail service sites.

· Resolved more than 200 POS issues monthly through Zendesk while achieving 94% SLA compliance.

· Investigated data and system issues, performed validation and cleansing, and coordinated with cross-functional teams to resolve problems.

· Supported monthly rollout activities involving more than 300 product updates and maintained more than 100,000 product inventory records.

· Supported UAT testing and the HQ.NET implementation, contributing to improved reporting and operational efficiency.

· Documented processes, maintained data governance standards, and trained teams on system and data best practices.

SAP Application Development Analyst | Accenture Services Private Ltd | Mumbai, India

May 2018 – October 2020

· Supported SAP ECC 6.0 implementation, testing, and support activities across three major client projects.

· Worked with SAP MM processes, enterprise structure, master data, procurement workflows, and plant-related configurations.

· Created and executed system integration and UAT test cases, coordinated test scripts, and tracked defects through resolution.

· Collaborated with functional, technical, and business teams to investigate issues and deliver solutions aligned with client requirements.

· Prepared technical documentation, process flows, test evidence, and implementation materials.

· Supported integration knowledge across SAP MM-FI, MM-SD, and MM-WM environments.

· Supported system testing, documentation, validation, reporting, and issue resolution.

Master of Science - Business Analytics - University of Exeter (2022)

Bachelor of Engineering (Hons) - Civil Engineering - N.M.A.M Institute of Technology, Nitte, India (2018)