Himanshi Saxena

Worked as IT engineer in Agile squad responsible for analysis, design, development, and maintenance of support applications used by internal staff. Performing root cause analysis of application issues and providing solution or escalate the issue to appropriate application teams. Creation of web-based forms for customer complaints and feedback and performing manual tests while integrating forms with application. Analysis, design, and development of a web-based ticketing tool to track user complaints about application-related issues. Designed and developed SLA (Service Level) reporting for closed tickets to assess performance of team for reported incidents.