Pavithra B

Technical Support Engineer with 3+ years of experience in Application Support, Customer Service, Incident Management, and User Support. Experienced in troubleshooting application issues, managing support tickets, ensuring SLA compliance, and coordinating with cross-functional teams to resolve business-critical issues. Skilled in customer communication, escalation management, process improvement, and stakeholder coordination.

Proven ability to deliver high-quality support and enhance operational efficiency in fast-paced environments.

Technical Support Engineer at Hema's Enterprises Pvt Ltd (2023-02 – Present)

• Provide application and production support to end users through email, calls, and chat while ensuring SLA compliance.
• Manage end-to-end ticket lifecycle including issue analysis, troubleshooting, resolution, and closure.
• Coordinate with development, business, finance, and operations teams to resolve application-related issues.
• Handle user access management, ticket movement, escalation tracking, and workflow-related support activities.
• Perform root cause analysis for recurring issues and support process improvement initiatives.
• Create and maintain user guides, FAQs, and knowledge base documents for self-service support.
• Provide timely updates and resolution status communication to business users.
• Train and onboard new team members on application workflows and support processes.
• Maintain high-quality customer support and service delivery standards.

Bachelor of Engineering (B.E.) in Computer Science and Engineering – Krishnasamy College of Engineering and Technology (2019 – 2022)