Pankaj Balidkar

Support Analyst I Cummins Care Operations - Cummins Provide L1/L2 application and subscription support to U.S.-based B2B enterprise clients. Troubleshoot SaaS-based software issues, license activation failures, subscription configuration errors, and system compatibility concerns. Manage complete ticket lifecycle within Salesforce CRM ensuring SLA adherence and timely resolution. Perform structured Root Cause Analysis (RCA) for recurring product issues and recommend preventive actions. Conduct log-based troubleshooting and coordinate backend validation with technical teams (SQL awareness context). Support Microsoft 365 applications including Outlook configuration and end-user guidance. Escalate complex cases to Level 2 teams and ensure follow-through until closure.