Oracle Apps
Shanmukha Sri Sai Napa
Analyst
Hyderabad
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Application Analyst
Icims
01.2024 - Current
- Improved customer satisfaction by providing timely and accurate technical support to endusers.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Developed strong relationships with customers through consistent follow-up on open tickets and proactive communication around known issues or outages.
- Enhanced team productivity by sharing knowledge, resources, and best practices with colleagues.
- Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
- Decreased response times with efficient ticket management and prioritization of urgent issues.
- Used ticketing systems to manage and process support actions and requests.
Analyst
GlobalLogic
11.2022 - 12.2023
- Provided training to clients in use of ICIMS application platform
- Provided Application Support through Salesforce Ticketing System to clients who are facing the issues in the regarding application process.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Chat, Email support for the clients who use iCIMS application for the candidate application process.
- Provided exceptional end-user support, resolving technical issues quickly and efficiently.
- Documented clients' issues and processes of resolution.
System Engineer
Tcs Synergy Park
08.2019 - 11.2022
- 3 years of experience in technical support for Oracle apps logistics module with client Keysight Technologies.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
- Worked on oracle apps 12.2.7 (logistics) and personalization in OAF pages .
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Worked on OBIEE 11.1.7 with client XEROX.
- Maintained sustainable relationships with clients and internal team members to achieve project
goals.
Education
Bachelor of Science - Computer Science
Amity University
Gwalior, India 04.2001 -
Skills
Application Analysis
SQL
Customer Support
Oracle apps version 1227
OBIEE 1117
ICIMS
ATS
Cherwell
Service Now
Software
OBIEE
ICIMS
Timeline
Application Analyst
Icims
01.2024 - Current
Analyst
GlobalLogic
11.2022 - 12.2023
System Engineer
Tcs Synergy Park
08.2019 - 11.2022
Bachelor of Science - Computer Science
Amity University
04.2001 -
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