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
