Hemant User

I'm currently delivering end-to-end technical support at Infosys through chat, email, and calls, meeting SLA targets while resolving critical application issues.

I use structured troubleshooting, root cause analysis, JIRA, and CRM workflows to manage incidents, collaborate with engineering teams, and document solutions in knowledge base articles. My focus is quick resolution and a strong customer experience.

At Nagarro, I combined functional and regression testing with customer issue troubleshooting. I reproduced production issues, tracked defects in JIRA, validated fixes, performed API testing with Postman, and worked with development and QA teams to improve product stability.

Earlier at IGT, I handled customer queries across phone, email, and chat, delivered onboarding and product walkthroughs, and resolved approximately 95% of issues without escalation. I bring experience across L1/L2 support, customer success, incident management, and service desk operations.