Shraddha Saxena

Technical Lead and Infrastructure Engineer with over 8 years of IT experience, including 2 years leading engineering teams focused on Windows Networking and Enterprise IT. Experienced in mentoring team members, handling critical customer escalations, and improving daily operational efficiency. Skilled at coordinating across different teams, meeting strict SLAs, and using modern tools like Microsoft Copilot to speed up technical troubleshooting and log analysis.

Technical Lead at Concentrix Technologies Pvt. Ltd. (Earlier Convergys India Pvt. Ltd) (2021-10 – Present)

• Spearhead support engineering teams, offering mentorship and guidance to drive operational efficiency.
• Review and resolve escalated Service Requests (SR), ensuring prompt resolution and client satisfaction.
• Navigate technical roadblocks using innovative problem-solving techniques.
• Conduct technical triages, boosting team expertise and product knowledge.
• Collaborate with client to ensure timely task and project deliveries.
• Utilize in-house Microsoft Copilot AI to research internal articles and knowledge bases, streamlining triage and reducing time-to-resolution.

Support Escalation Engineer at Concentrix Technologies Pvt. Ltd. (Earlier Convergys India Pvt. Ltd) (2021-10 – Present)

• Delivered end-to-end remote support for Windows Networking technologies. Analyze and troubleshoot technical logs using advanced diagnostic tools such as Wireshark and TCPdump.
• Resolved networking issues involving DNS, DHCP, LDAP, VPN, and 802.1x Authentication.
• Coordinated cross-functional teams to uphold SLA commitments and minimize downtime.
• Applied Microsoft Copilot to summarize large log files and diagnostic data, aiding faster root-cause identification.

Officer – Application Support at Bennett, Coleman & Company Limited (Economic Times Digital Editorial) (2018-05 – 2021-10)

• Provided application support across PAN-India using BMC Remedy.
• Troubleshot connectivity issues using diagnostic tools and escalated unresolved problems to appropriate teams.
• Ensured smooth collaboration between network, server, and desktop teams.

Executive – Technical Support at Excitel Broadband Pvt. Ltd. (2017-06 – 2018-05)

• Offered voice-based technical support to resolve internet connectivity, speed, and browsing issues.
• Configured local home routers and documented issue resolutions for future reference.

Bachelor of Technology (B. Tech) in ECE – Accurate Institute of Management and Technology (2011 – 2015)

12th – Bhai Parmanand Vidya Mandir (2011 – 2011)

10th – Holy Angels School (2009 – 2009)