Mahak Singh

LTIMindtree, Specialist - System Management Client: Microsoft Project: M365 Technical Support for Premier Line of Business

• Collaborate with engineering, product, and development teams to resolve critical incidents and bugs.
• Collaborated with engineering, product, and development teams to resolve critical incidents and bugs, ensuring swift restoration of service.
• Perform deep-dive troubleshooting to identify root causes and provide long-term solutions.
• Guided junior support engineers, mentoring on advanced case handling to enhance overall team capability.
• Analyzed trends in escalations to identify recurring issues, recommending process and product improvements.
• Developed and maintained advanced knowledge base articles and internal documentation to enhance support resources.
• Participated in post-incident reviews, providing insights that shaped continuous improvement initiatives.

• Educated users on best practices for data storage, sharing, and security in SharePoint and OneDrive, promoting compliance and effective collaboration.
• Guide users through configuration and setup of SharePoint sites and OneDrive accounts.
• Addressed customer inquiries on SharePoint and OneDrive functionality, access, and performance, leading to increased user satisfaction.
• Troubleshot and resolved file syncing errors, permission problems, and site access failures, ensuring seamless user experience.
• Monitored service health, identified recurring issues, and recommended improvements, fostering a more stable user experience.
• Provide support for integration with Microsoft 365 apps and services.
• Escalate unresolved or complex technical issues to higher-level support or engineering teams.

• Handle complex or unresolved customer issues escalated from frontline support teams.
• Analyzed technical problems, identified root causes, and provided effective solutions to enhance customer satisfaction.
• Collaborate with cross-functional teams (e.g., product, engineering, QA) to resolve high-impact issues.
• Ensure timely follow-up and communication with customers regarding issue status and resolution.
• Document escalated cases with troubleshooting steps and resolutions to support knowledge retention.
• Identified recurring issues and provided feedback for process and product quality improvements, contributing to overall service reliability.
• Created and updated knowledge base articles and internal documentation, improving resource accessibility for support teams.
• Assist in training support staff on handling advanced technical issues.

• Answered incoming calls and addressed customer inquiries promptly, enhancing customer satisfaction.
• Resolved customer complaints and issues efficiently, fostering a positive customer experience.
• Provide accurate information about products, services, or policies.
• Meet performance targets such as call handling time, customer satisfaction scores, and resolution rates.
• Maintain a high level of product or service knowledge to assist customers effectively.
• Followed communication scripts and guidelines to deliver consistent, high-quality customer service.
• Documented customer interactions and updated records to maintain accurate information.
• Escalated complex issues to supervisors or specialized departments for timely resolution.