As an experienced IT professional with over 6 years of experience in the IT/ITES/Training and service industry, I have gained a solid reputation for expertise in Microsoft technologies. I possess a proven track record of efficiently resolving service incidents, managing clients, and consulting with high-performing teams to promote the optimal use of Microsoft technology for administration, deployment, migration, management, and identity. I am confident in my ability to deliver optimal results and drive business success through my deep understanding of Microsoft technologies and best practices. My ability to communicate technical information effectively to a diverse audience and to work collaboratively with team members, stakeholders, and clients sets me apart as a trainer. I am passionate about staying up-to-date with the latest advancements in the IT industry, and I am dedicated to continuous learning and development. Overall, my extensive experience in the IT industry and my commitment to professional growth make me an ideal candidate for any training or consulting role focused on Microsoft technologies.

Worked as Sr. Advisor, Technical Support  for Concentrix (Convergys) India Services Private Limited (May 2021 – July 2022)

Provided end-to-end support for Microsoft 365 and Azure, resolving issues for Microsoft's premium partners at various skill levels.

Developed and implemented standardized troubleshooting procedures that reduced resolution time, enabling faster responses to critical issues and improving team efficiency.

Enhanced troubleshooting flow and reduced customer wait times by optimizing case escalation pathways.

Effectively handled multiple cases per week, focusing on resolving issues promptly and accurately.

Demonstrated strong prioritization skills to manage urgent cases while meeting all service-level agreements (SLAs) and achieving higher case resolution rate. Managed to maintain good customer feedbacks and customer satisfaction rate. 

Created and delivered targeted training sessions, webinars, and resource guides tailored to new joiners. 

Worked as a Senior Executive in Capita (Ventura India Pvt Ltd) (Jan 2019 to Mar 2021)

Acted as a primary point of contact for Microsoft 365 clients, offering advanced guidance on Outlook, Teams, and other productivity apps.

Consistently exceeded customer expectations by providing exceptional support and resolving complex issues related to Outlook and Teams.

Conducted in-depth needs assessments and provided customized training on M365 features, helping clients increase their usage of Teams and Outlook. Demonstrated deep understanding of Outlook and Teams functionalities, including email management, calendar scheduling, collaboration tools. 

Used data insights and client feedback to identify and address underutilized features in Microsoft Teams and Outlook.

Communicated technical information clearly and concisely to both technical and non-technical users, fostering strong relationships with customers.