Microsoft 365 / Microsoft Teams Consultant - Concentrix - Pune
(2024-07 - 2026-03)
Advised enterprise and MNC clients as a Microsoft 365 and Teams consultant, delivering advanced technical support and advisory services with minimal supervision.
- Resolved an average of 50+ complex, business-critical customer cases weekly across Microsoft Teams, voice, and collaboration services, reducing average resolution time by 10%.
- Resolved complex escalations as a Subject Matter Expert, mentoring 10+ Technical Support Advisors and improving resolution quality by 25%.
- Ensured 100% audit and compliance readiness through meticulous case documentation for Microsoft O365 services.
- Spearheaded service improvement initiatives, enhancing customer satisfaction and operational excellence, resulting in a 100% increase in positive feedback.
- Resolved 50+ complex Microsoft service cases weekly, decreasing resolution time by 20% and ensuring service continuity.
- Mentored 50+ Technical Support Advisors on Microsoft Teams and Exchange issues, improving resolution quality by 20%.
- Enhanced security for over 300+ users by resolving complex Exchange Online mail flow issues, boosting policy effectiveness by 20%.
- Designed 100+ sustainable Microsoft Teams solutions aligned with best practices, improving organizational service delivery by 20%.
Teams Expert / Senior Advisor Unified Communications - Concentrix - Pune
(2021-02 - 2024-06)
- Served as Subject Matter Expert (SME) for Microsoft Teams and Skype for Business, supporting over 100+ users across 100+ enterprise environments and reducing support tickets by 20% within 6 months.
- Resolved an average of 10+ critical incidents per week across meetings, messaging, federation, and Teams Voice workloads, reducing system downtime by 20% and ensuring 100% service availability.
- Orchestrated the migration of 100+ organizations from Skype for Business to Microsoft Teams, finishing 1-2 weeks early and cutting support tickets by 40%.
- Leveraged PowerShell and deep log analysis to diagnose root causes, preventing recurrence and improving system stability by 30%.
- Acted as Tier-3/Tier-4 escalation point, improving resolution quality and turnaround time.
- Resolved complex Cloud service cases weekly, decreasing resolution time by 13% and ensuring service continuity within the 'Technical Support L2' role.
- Enhanced Productivity for over 10 + users by resolving complex Symantec and google cloud issues, boosting policy effectiveness by 8% in 'Technical Support L2'.
Senior Technical Support Associate (L2) - Teleperformance - Indore (Ingram)
(2018-02 - 2021-01)
- Resolved complex Cloud service cases weekly, decreasing resolution time by 13% and ensuring service continuity within the 'Technical Support L2' role.
- Enhanced Productivity for over 10 + users by resolving complex Symantec and google cloud issues, boosting policy effectiveness by 8% in 'Technical Support L2'.
State Business head - Trinity Corporation AKA findanaukri.com - Bhopal
(2011-12 - 2016-02)
- Managed HR operation for Gray scale labors, improving employee retention by 30% over 5 years.
- Streamlined Local hiring requirement processes, reducing time-to-hire by 20% for over 1000+ positions.
- Implemented new HR operation for Gray scale policies, leading to a 20% increase in HR process efficiency.
Software Engineer - TECHNORIGIN IT Solutions - Bhopal
(2010-08 - 2011-04)
- Developed enterprise-level Java applications, improving system performance by 50% through optimized code, resulting in a 40% reduction in processing time for over 100+ daily transactions.
- Engineered robust solutions using Java development, reducing bug resolution time by 10% for critical systems.
- Mentored 100+ students in Java (SCJP) and Oracle Workforce programs, enhancing technical proficiency.
Associate Professor - SISTec - Bhopal
(2009-07 - 2010-07)
- Developed and delivered advanced lectures for over 300+ BTech/MTech students, creating unique lesson plans and conducting over 10+ assessments per semester, resulting in a 9% improvement in average student grades over a 1-year period.
- Participating in academic committees (e.g., NBA or NAAC), handling curriculum revision, and managing department-level administrative work.
- Establishing lab setups, facilitating internships, and fostering industry connections for student placement.
Software Engineer - Covansys - Bengaluru
(2006-07 - 2008-11)
- Optimized enterprise banking applications using M Language, enhancing system performance by 22%.
- Engineered robust solutions using M Language and banking domain knowledge, decreasing critical bug resolution time by 4% for key systems.
- Optimized banking Domain processes through Migration from M to Java, leading to a 13% reduction in system downtime and enhancing operational efficiency.
