Swathi Shetty
Product Support Specialist @Labcorp
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WORK HISTORY
Product Support Specialist @Labcorp
Bangalore Urban, IN
Department : Global Specimen Solutions• Managing requests, issues, and licenses Providing support to both internal and external customers• Assisting with in-house tools and products• Facilitating onboarding and offboarding of associates• Creating knowledge-based articles, work instructions, and user guides• Addressing ad hoc customer queries and concerns• License Management• Utilizing various tools like ServiceNow Target Process, GSSOps, GlobalCODE, Box, MySQL Workbench, DBForge, Workfront, DocuSign, etc.• Serving as the primary point of contact for internal department queries• Managing major incidents• Resolving and coordinating access requests, incidents, and enhancement requests of clients using Shared Mail Box• Coordinating with other internal departments on behalf of user queries• Managing IT communications related to changes and updates• Conducting Knowledge Transfer sessions for new hires• Creating reports and dashboards on ServiceNOW.• Conducting bi-annual reconciliation of user accounts across all applications
EDUCATION
The Oxford College of Engineering
Bachelor of Engineering , Computer Science Engineering
Sahyadri School ICSE
10th Standard
Government Pre-University College, Thirthahalli
12th Standard, PCMB
ABOUT SWATHI SHETTY
I am a result-oriented Product Support Specialist with 5+ years of experience providing technical assistance and managing product-related operations. I am skilled in handling client and internal customer requests, incidents, and escalations.Also I oversee the usage of various internal and third-party tools, including Box, Target Process, ServiceNow, and Workfront. I have contributed to the development of knowledge-based articles, user guides, work instructions, and troubleshooting guides, and I facilitate knowledge transfer sessions and technical training for new team members.I am passionate about building strong relationships and is dedicated to delivering exceptional customer service. I thrive on problem-solving and continually seeks opportunities to learn and grow, both personally and professionally. My strong work ethics and adaptability enable me to excel in demanding situations and consistently achieve superior results.
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