Enterprise SaaS Support: Provided end-to-end technical support for a global Workforce Management

platform, managing complex issues related to data analytics and platform reporting.

Azure Administration: Orchestrated Azure Virtual Desktop (AVD) environments, including user provisioning,

license allocation, and system access monitoring.

Incident Lifecycle Management: Managed high-volume incident queues via Salesforce, ensuring all tickets

were resolved within strict Enterprise SLAs.

Strategic RCA: Performed deep-dive investigations into system logs to identify recurring patterns, leading to

a reduction in repeat incidents.

Cross-Functional Fixes: Collaborated with developers to resolve P1/P2 incidents during critical system.