Aasiya Hussain

Technical Support & Escalation Engineer with 2+ years of experience providing B2B enterprise support for Microsoft 365 customers. Skilled in Microsoft Entra ID (Azure AD), Identity & Access Management, authentication troubleshooting, MFA, tenant access recovery, and security investigations. Proven track record of resolving complex escalations, meeting SLA targets, and delivering exceptional customer satisfaction in enterprise environments.

Escalation Engineer - Concentrix

(2025-01)

• Managed high-priority and Premier Support cases for Microsoft 365 customers, driving end-to-end resolution of complex identity, authentication, and access-related issues while consistently meeting SLA targets.
• Investigated Unusual Activity scenarios by collaborating with Tenant Administrators (TAs) and cross-functional teams to validate account ownership, assess security risks, and restore secure access with minimal business impact.
• Handled cases such as MFA reset, password reset, domain removal, and access elevation.
• Diagnosed and resolved account and system-related issues with a focus on accuracy and turnaround time.

Technical Support Specialist - Concentrix

(2023-01 - 2025-01)

Bachelor of Computer Science - Computer Science - SMT V.H.D Central institute of Home science (2020-01 - 2023-01)