Mischel Cyriac Mathew

• Analyse complex issues and escalation patterns to identify trends, root causes and operational risks, translated findings into process improvement recommendations.
• Built and maintained reports on ticket escalations, backlog and aging for regional support and development teams to track performance against SLAs and KPIs
• Act as an escalation point for intricate customer queries, co-ordinating swift resolutions and improving time to resolution and CSAT
• Define and iterated escalation procedures and playbooks, improving consistency, response times and customer satisfaction by partnering with regional support teams and Engineering.
• Established and implementing KPIs for escalations e.g. volume, SLAs, first contact resolution etc
• Leverage extensive product knowledge to inform enhancements to Phorest’s offerings.
• Develop streamlined communication workflows for Level 3 support team, improving visibility , prioritisation and accountability across teams.

• Remote work based in Dublin providing technical support and assistance to enterprise-level customers using One Identity software solutions.
• Serve as the primary point of contact for customer inquiries, troubleshooting, and issue resolution.
• Analyze and diagnose complex technical problems, either remotely or on-site if required.
• Collaborate with cross-functional teams, including product development and engineering, to identify and resolve customer issues effectively.
• Maintain accurate documentation of customer interactions, technical solutions, and troubleshooting steps
• Proactively identify patterns or trends in customer inquiries and provide feedback to improve product functionality and user experience.
• Contribute to knowledge base articles, FAQs, and user guides to assist customers in self-service troubleshooting.
• Stay up-to-date with product enhancements, new features, and industry trends through continuous learning and training initiatives.
• Demonstrating proficiency in various technical areas such as Identity and access management (IAM) concepts, Active Directory, LDAP, and SSO technologies, SQL databases, network protocols, and security fundamentals.

Ensured business continuity by delivering 24x7 out-of-hours support to internal clients.

• Cultivated strong client relationships through effective query management.
• Provided mentorship and technical support to junior team members for best practices.
• Diagnosed and resolved bugs logged by users, managing deployments via GitHub.
• Managed support queries in JIRA, prioritising tasks to meet SLA requirements.
• Optimised database performance by developing SQL procedures and scripts.
• Generated operational reports with Crystal & Fast Reports to assist Finance teams with profitability analysis, accruals and account management.
• Led projects including database migrations and integration of web services, EDI transmissions between ERP systems and 3rd party and external systems.

• Part of an Agile team and attended daily scrum meetings.
• Worked with a team of developers to deliver projects on time to user's expectations.
• Designed and Implemented database for various financial applications using SSMS to build tables and develop stored procedure
• Developed financial reports using MS Reporting services with SQL data
• Developed code based on QA specifications and requirements in VB. Net for front-end users daily operations to run various overnight jobs within the bank and error tracking.