Application Support & SaaS Technical Support Specialist | ServiceNow | Azure Dev

I used FileZilla to perform secure file transfers via SFTP, supporting batch and operational processes. - Uploaded and downloaded files required for system operations - Verified file completeness and correctness - Assisted in troubleshooting file-related issues - Supported secure data exchange between systems

- Manage the entire software development and support lifecycle, particularly for production support and enhancements. - Created and managed work items (bugs, tasks, user stories) - Tracked defects from incident discovery to resolution - Updated ticket statuses and documented investigation results - Linked work items to GitHub branches and commits for traceability - Used ADO to coordinate testing, deployment, and fixes across environments This helped ensure transparency, accountability, and smooth collaboration within the team.

I used ServiceNow as the primary ticketing system for production support. - Received and acknowledged client-reported incidents - Performed initial analysis and triage - Conducted root cause analysis and issue replication - Coordinated with relevant teams for resolution - Provided clear explanations and updates to clients - Documented full ticket history, actions taken, and final resolution This ensured timely issue resolution and strong client communication.

I used Oracle SQL to analyze and validate data related to application issues. - Queried tables to check data accuracy and integrity - Investigated incorrect values reported in incidents - Assisted in data correction and validation activities - Supported application testing by verifying backend data This helped in identifying root causes tied to data issues.

I used GitHub as the version control system for application fixes and enhancements. - Created feature branches for specific bugs or user stories - Committed code changes following team standards - Opened pull requests for peer review - Addressed review comments and resolved merge conflicts - Ensured clean integration into testing and main branches - Linked commits and branches to Azure DevOps work items This ensured code quality, traceability, and controlled deployments.