Analyst - Pfizer Project
HCL Technologies · Mar 2024 – Present
- Provided technical and customer support via phone, chat, email, and remote channels.
- Managed Salesforce incidents and service requests within SLA timelines.
- Performed application and basic troubleshooting and support using CTMS/Siebel.
- Followed SOPs and knowledge articles to achieve first-call resolution.
- Conducted QC checks and maintained accurate case documentation.
- Led RCA investigations for recurring and high-impact incidents.
- Collaborated with cross-functional teams to resolve issues effectively.
- Adapted to changing priorities while managing multiple tasks efficiently.
- Knowledge of SDLC, Life Sciences cycles, data management, reporting and Agile methodology