shridevi Moorthi

I’m a Unified Communications Sr. Engineer with 9+ years of enterprise user support experience, specializing in incident handling, service requests, escalations, and SLA-driven follow-up. I’m known for staying calm under pressure, writing accurate case notes, and protecting sensitive user information while keeping users fully informed.

In my current role, I handle service requests, user enquiries, and incident updates for internal and external clients, making sure issues move forward with timely, SLA-focused closure. I support business-change and migration activities by answering user questions, coordinating with resolver teams, and confirming post-resolution outcomes, while managing VIP and high-priority escalations with structured handover when specialist action is required.

Across my previous experience in Enterprise Support Operations, I delivered L2/L3 support for global users across US, UK, and APAC regions—resolving access queries, mailbox/calendar availability, permissions, connectivity, and service availability. I used structured ticketing practices for categorization, prioritization, notes, escalation routing, and closure documentation, and I translated technical findings into clear, simple updates so users never felt left with an idle or unclear case.

I also started as a Technical Support Analyst, where I built strong front-line support discipline by logging issues, asking the right questions, troubleshooting basic problems, and using ServiceNow to manage ageing-ticket follow-up within SLA timelines. Whether it’s providing root-cause summaries for recurring incidents or preparing SOPs and user guidance for repeat scenarios, my service style stays consistent: listen carefully, verify key details, set expectations, coordinate action, and close the loop with complete, respectful communication.