Working as Corporate trainer in Koenig Solutions (June 2022 – Present)
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Delivering, designing and executing engaging, hands-on workshops and comprehensive training sessions covering key areas Microsoft 365 and Azure certifications, ensuring participants gained in-depth knowledge and practical skills.
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Specialized in training on Copilot technologies (Sales, Deployment and Adoption), helping professionals understand and leverage AI-driven tools for enhanced productivity. Training professionals on maximizing productivity with Microsoft Copilot, including tailored sessions on its integration with Teams, Word, Excel, Outlook, and PowerPoint.
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Developed and customized training materials to meet the specific needs of diverse audiences, ranging from beginners to advanced IT professionals, ensuring content aligns with role-based skill requirements.
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Conducted webinars and interactive sessions to facilitate active learning and engagement.
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Provided ongoing support and mentorship to trainees, assisting them in achieving their certification goals and improving their technical proficiency.
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Collaborated with industry experts to stay updated on the latest trends and advancements in Microsoft and Azure technologies.
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Utilize advanced training tools like Microsoft Learn, Microsoft Labs, and virtual environments to create an immersive, interactive learning experience.
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Guiding participants through certification preparation for Microsoft 365 and Azure role-based exams, focusing on best practices, case studies, and real-world scenarios.
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Providing post-training support through follow-up resources, Q&A sessions, and consultations to ensure retention and application of skills.
Worked as Sr. Advisor, Technical Support for Concentrix (Convergys) India Services Private Limited (May 2021 – July 2022)
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Provided end-to-end support for Microsoft 365 and Azure, resolving issues for Microsoft's premium partners at various skill levels.
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Developed and implemented standardized troubleshooting procedures that reduced resolution time, enabling faster responses to critical issues and improving team efficiency.
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Enhanced troubleshooting flow and reduced customer wait times by optimizing case escalation pathways.
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Effectively handled multiple cases per week, focusing on resolving issues promptly and accurately.
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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.
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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)
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Acted as a primary point of contact for Microsoft 365 clients, offering advanced guidance on Outlook, Teams, and other productivity apps.
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Consistently exceeded customer expectations by providing exceptional support and resolving complex issues related to Outlook and Teams.
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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.
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Used data insights and client feedback to identify and address underutilized features in Microsoft Teams and Outlook.
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Communicated technical information clearly and concisely to both technical and non-technical users, fostering strong relationships with customers.
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