Devesh Kumar

Technology lead with over 16 years of experience in designing, implementing, and managing Microsoft-centric IT solutions. Expertise includes Microsoft 365, Windows Server, Active Directory, and Azure infrastructure. Proven track record in leading technical teams, driving automation, and enhancing processes to deliver scalable and secure solutions for global stakeholders - Immediate Joiner

Technology Lead at Infosys Limited (2024-04 – 2026-03)

• Led queue monitoring and bin management, improving team efficiency by 15%
• Implemented automation solutions, reducing manual effort by 20% and improving process efficiency
• Managed case assignments to engineers, ensuring timely resolution and high client satisfaction
• Collaborated with development teams to resolve complex usability issues, resulting in a 10% increase in user satisfaction
• Implemented process enhancements that improved operational efficiency significantly

Implementation Engineer at Quatrro (2023-05 – 2024-03)

• Defined technical project requirements and managed client relationships, ensuring projects aligned with business needs
• Facilitated stakeholder meetings to align project goals, resulting in improved communication and project success rates
• Executed data migration projects with minimal disruption to users
• Improved customer relationships, leading to higher project satisfaction scores

Senior Engineer at LTI Mindtree (2022-08 – 2023-04)

• Served as an Escalation Engineer for Microsoft 365, resolving critical issues and ensuring service availability
• Handled complex MS Exchange Online cases, providing expert support and mentorship to junior engineers
• Resolved mail flow issues in Exchange Online and implemented security and compliance policies
• Strengthened organizational security posture through effective management of retention policies and MFA

Technical Consultant at Srijan Spectrum (Contractor for LTIMindtree) (2021-05 – 2022-08)

• Provided expert support to Office 365 customers with MS Exchange Online issues
• Managed retention policies, MFA, and Conditional Access
• Improved customer satisfaction scores through effective issue resolution
• Strengthened organizational security posture by implementing security policies

Sr. Technical Support Associate at Concentrix (2019-05 – 2021-05)

• Delivered Office 365 support for MS Exchange Online, SharePoint, and Teams
• Resolved mail flow issues in Exchange Online and implemented security and compliance policies
• Enhanced data protection through effective management of security protocols
• Maintained high customer satisfaction ratings through consistent support

Technical Support Engineer at Wipro (2018-12 – 2019-05)

• Provided expert support to Office 365 customers with MS Exchange Online issues
• Managed retention policies, MFA, and Conditional Access
• Resolved a significant number of mailbox incidents, minimizing potential data breaches
• Assisted legal and compliance teams with eDiscovery tasks

Specialist at HCL Technologies (2013-10 – 2018-01)

• Managed Windows Server infrastructure, ensuring high availability and performance
• Administered Active Directory environments, maintaining user accounts, groups, and security policies
• Successfully improved server performance through optimization strategies
• Maintained high availability during significant infrastructure upgrades

Sr. Exec Tech Serv Ops at IBM (2011-02 – 2013-10)

• Provided L1 Service Desk support, resolving initial technical issues and escalating complex cases
• Managed queue performance, ensuring timely resolution of incidents
• Improved incident resolution efficiency by streamlining processes
• Achieved recognition for high levels of customer satisfaction

Sr Executive Operation at IBM (2007-10 – 2010-01)

• Delivered ISP technical support, resolving internet connectivity issues for customers
• Handled escalated calls, resolving complex technical issues and ensuring customer satisfaction
• Improved customer feedback scores by effectively resolving issues
• Enhanced team performance through constant training and knowledge sharing

Bachelor of Arts in History, Economics, English Literature – Jiwaji University (2002)