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I'm a results-driven Technical Support & Customer Success professional with 2.8 years of experience delivering high-quality SaaS support and cloud optimization. I am expert in Salesforce, ServiceNow, Jira, and automation tools, consistently improving efficiency and customer satisfaction. I have a proven track record in incident resolution, release management, and cross-functional collaboration. I am passionate about optimizing cloud infrastructure and workflows to reduce downtime and costs, and I enjoy working with cross-functional teams to drive customer success and business outcomes.…I'm a results-driven Technical Support & Customer Success professional with 2.8 years of experience delivering high-quality SaaS support and cloud optimization. I am expert in Salesforce, ServiceNow, Jira, and automation tools, consistently improving efficiency and customer satisfaction. I have a proven track record in incident resolution, release management, and cross-functional collaboration. I am passionate about optimizing cloud infrastructure and workflows to reduce downtime and costs, and I enjoy working with cross-functional teams to drive customer success and business outcomes.

Mahalakshmi K

Web Developer, Programmer, Developer, +2

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I'm a results-driven Technical Support & Customer Success professional with 2.8 years of experience delivering high-quality SaaS support and cloud optimization. I am expert in Salesforce, ServiceNow, Jira, and automation tools, consistently improving efficiency and customer satisfaction. I have a proven track record in incident resolution, release management, and cross-functional collaboration. I am passionate about optimizing cloud infrastructure and workflows to reduce downtime and costs, and I enjoy working with cross-functional teams to drive customer success and business outcomes.…I'm a results-driven Technical Support & Customer Success professional with 2.8 years of experience delivering high-quality SaaS support and cloud optimization. I am expert in Salesforce, ServiceNow, Jira, and automation tools, consistently improving efficiency and customer satisfaction. I have a proven track record in incident resolution, release management, and cross-functional collaboration. I am passionate about optimizing cloud infrastructure and workflows to reduce downtime and costs, and I enjoy working with cross-functional teams to drive customer success and business outcomes.

Available to hire

I’m a results-driven Technical Support & Customer Success professional with 2.8 years of experience delivering high-quality SaaS support and cloud optimization. I am expert in Salesforce, ServiceNow, Jira, and automation tools, consistently improving efficiency and customer satisfaction. I have a proven track record in incident resolution, release management, and cross-functional collaboration.

I am passionate about optimizing cloud infrastructure and workflows to reduce downtime and costs, and I enjoy working with cross-functional teams to drive customer success and business outcomes.

Skills

Salesforce

Jira

SaaS

Experience Level

Salesforce

Expert

Jira

Expert

SaaS

Intermediate

Work Experience

Technical Support Analyst at HCL Technologies

January 1, 2022 - September 1, 2024

Resolved 20–25 complex technical tickets daily for US & UK clients, maintaining 95% SLA adherence. Implemented automation scripts using Jenkins & Autosys, reducing manual effort by 40%. Collaborated with cross-functional teams for UAT/PROD production releases, achieving zero downtime. Monitored and optimized cloud infrastructure, saving $20K annually in resource costs. Provided advanced troubleshooting for system errors, network issues, and CRM-related problems. Internal Project – State Street Bank & Trust: Coordinated daily status calls with US/UK teams, identifying bottlenecks and improving workflow efficiency by 20%. Assisted in migrating infrastructure to cloud environments, ensuring seamless integration with existing systems.