Amina Begum

Detail-oriented CRM Support Engineer with 1 year of experience in application support and incident management. Skilled in ServiceNow, Jira, and SQL, with a strong focus on SLA compliance and issue resolution.

CRM Support Engineer - M.H. Alshaya Group - Bangalore

(2023-01 - 2024-12)

• Monitored application health and performed daily system checks to ensure stability
• Provided L2 support for CRM and customer-facing applications
• Investigated and resolved incidents using log analysis and troubleshooting techniques
• Managed incidents using ServiceNow, ensuring SLA compliance and timely resolution
• Prioritized and handled tickets based on severity and business impact
• Executed SQL queries to extract and analyze data
• Generated reports and tracked KPIs to improve system performance
• Coordinated with external vendors (including HPS Power CARD) for issue resolution
• Interacted with customers and store employees to provide technical support
• Acted as a bridge between business users, technical teams, and vendors
• Performed root cause analysis (RCA) for recurring issues
• Supported CRM, Gift Card Platform, and Customer Management systems
• Improved ticket resolution efficiency by tracking recurring issues
• Maintained high SLA compliance for incident resolution

B.Tech - Computer Science Engineering - JNT UNIVERSITY ANANTAPUR (2017-01 - 2021-12)