Divyanshu Kakkar

Results-driven Digital Workplace professional with 8+ years of experience spanning Microsoft 365 Copilot enablement, Teams administration, and Power Platform automation. Currently leading Copilot governance and adoption initiatives for enterprise clients Adecco and LHH — designing secure, compliant AI workflows and driving measurable productivity gains. Adept at translating complex AI capabilities into business value through stakeholder workshops, agent development, and continual service improvement, backed by strong incident-management and team-leadership credentials.

Senior Specialist — Copilot / Teams / Power Platform Lead - HCL Tech - Noida

(2025-03)

• Lead Copilot, Teams, and Power Platform administration across enterprise clients Adecco and LHH; serve as Technical Lead for escalated cases while managing a 10-member team in direct coordination with client stakeholders.
• Drive end-to-end M365 Copilot enablement — design, engineering, configuration, and documentation — aligned to enterprise security, governance, and operational requirements.
• Design and implement automated license-provisioning and compliance-validation workflows using Power Apps and Power Automate, ensuring mandatory training completion before Copilot enablement.
• Build, manage, and deploy Copilot agents via Copilot App, Copilot Studio, and Agent Builder using RAG, Power Automate flows, and custom connectors.
• Evaluate, configure, and enable out-of-the-box Copilot agents — Researcher, Analyst, Interpreter, and SharePoint — for AI-driven knowledge discovery and enterprise productivity.
• Conduct AI capability demonstrations, workshops, and use-case evaluations for business stakeholders and leadership to accelerate adoption.
• Evaluated and tested Anthropic Claude within the M365 Copilot app, analyzing capabilities and determining the optimal implementation approach for end-user adoption.
• Partner with Product Owners, Architects, Engineering, and Security stakeholders to drive design and control-function approvals; configure Microsoft Entra and Teams guest / external access.
• Monitor Copilot adoption and usage metrics, recommend continuous improvements, and lead major incident management, stakeholder communication, and root-cause analysis during production-impacting events.
• Work directly with Microsoft support teams on Copilot escalations and enterprise support cases; manage Microsoft application licensing.

Senior Software Engineer — Teams & Copilot Administrator - LTIMindtree (LTI Infotech) - Pune

(2022-06 - 2025-03)

• Served as Senior Teams & Copilot Administrator for Microsoft, acting as Technical Lead on complex, unstructured escalated cases under minimal supervision.
• Built and deployed Copilot agents (RAG, Power Automate, custom connectors) and guided users in publishing apps through Copilot Studio to Teams and other channels.
• Optimized Copilot AI agents by combining cost analysis with effective prompt engineering to improve performance and reduce compute usage.
• Configured Copilot across Teams, Outlook, Word, Excel, PowerPoint, OneDrive, and SharePoint, including license and network requirements.
• Managed Outlook client configuration, mailboxes, distribution lists, and permissions; troubleshot mail-flow issues and administered Teams call, meeting, messaging, and app policies.
• Leveraged ITAM tooling (ServiceNow, RAVE, Dynamics 365), ensured contractual KPI delivery, and led incident and problem management within agreed escalation paths.

Helpdesk Senior Associate - NTT Data Services - Noida

(2020-10 - 2022-06)

• Resolved L1–L2 incidents across AWS Workspaces, MS Office Suite, and WebEx; administered MDM via Intune and the AirWatch portal.
• Operated Druva, LMI, RSA, and BT (British Telecom) consoles; managed ServiceNow ticket queues for L1–L2 teams.
• Managed critical incidents, SLAs, and KPIs for both client and team; handled outage bridge calls, escalations, and mailbox management.

Helpdesk Queue Manager / Analyst - HCL Technologies - Noida

(2018-05 - 2020-10)

• Managed P1/P2 tickets, SLA adherence, and a 10-member team; maintained per-agent queue reports and existing client relationships.
• Resolved MS Office L1 issues and configured Cisco telephony (IP Communicator, desk phones, Jabber); supported Azure portal telecom services.
• Handled on-floor and customer escalations using the ISM ticketing tool, with software licensing and installation support for approved applications.

B.Tech - Electronics & Communication Engineering - SRM University