Palak Vaid

Technical support specialist with 6+ years of experience providing desk-side, remote, and telephone support to end users, including high-profile enterprise clients, across Windows 10/11, Microsoft 365, Adobe, and mobile (Android/iOS) environments. Three years resolving 1,500+ identity, access, and connectivity incidents at Sherweb, including WiFi and VPN remote access issues, while maintaining 98%+ SLA adherence and collaborating with vendors and business stakeholders. Recognised as Q4 2023 Top Performer.

Skilled in technical documentation, troubleshooting, and cross-functional collaboration in fast-paced, deadline-driven environments.

Technical Advisor, Azure Identity - Sherweb

(2022-02 - 2025-03)

• Provided remote and telephone desk-side support to 100+ enterprise clients, resolving 30–40 tickets per week (1,500+ over tenure) covering Microsoft 365, Entra ID, authentication, and connectivity issues — maintaining 98%+ SLA adherence.
• Diagnosed and resolved complex Conditional Access, MFA, SSO, VPN remote access, and user-authentication failures, cutting average resolution time by ~20% through systematic root-cause analysis and reusable runbooks.
• Collaborated with engineering teams, vendors, and business stakeholders to close high-severity incidents in Microsoft 365 environments, reducing escalation rate by an estimated 25%.
• Managed full user lifecycle — account provisioning, RBAC assignments, access requests, and permission management — across multi-tenant platforms.
• Recognised as Top Performer, Q4 2023 among 20+ advisors for exceeding ticket-resolution and customer-satisfaction targets.

Technical Consultant - Adobe Systems

(2019-06 - 2021-08)

• Delivered desk-side, phone, email, and chat support to enterprise clients on software, account-access, and application issues, consistently meeting SLA targets and earning Employee of the Month (2020).
• Rebuilt internal knowledge-base documentation for 5+ product lines, reducing average handle time by ~15 minutes per ticket across the support team.
• Escalated high-priority incidents after thorough analysis, improving first-contact resolution and contributing to 10%+ improvement in team CSAT scores over 12 months.

Network Technical Support Analyst - Tech Mahindra

(2018-01 - 2019-05)

• Configured and optimised routers, wireless networking devices, and connected hardware, improving performance, security, and remote access reliability.
• Diagnosed and resolved connectivity, hardware, and device issues for end users, minimising downtime.

Bachelor of Technology (B.Tech) - Computer Science - Chandigarh Group of Colleges, Chandigarh, India