Technical Support Engineer | Application Support Engineer | SQL Support Engineer

Resolved 50+ enterprise software incidents weekly while consistently exceeding departmental KPIs. Performed SQL database analysis, log reviews, and root cause investigations to restore business operations quickly. Managed incidents through Salesforce and Microsoft Dynamics 365 while maintaining accurate technical documentation. Partnered with implementation, development, and infrastructure teams to resolve product defects and deployment issues. Created knowledge articles, mentored junior engineers, and improved troubleshooting processes.

Provided Tier 2 support for enterprise printer and software solutions serving international customers. Diagnosed complex hardware, operating system, networking, and application issues. Collaborated with Level 3 engineers to resolve escalated incidents. Maintained technical documentation within ServiceNow and trained new engineers.

Delivered multichannel technical support through phone, email and chat.
Managed high-volume technical cases while maintaining customer satisfaction. Identified recurring issues and recommended process improvements.