Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Akash Yadav

New Delhi

Summary

Results driven professional with 12 years if experience in customer support and service delivery. Proven expertise in Technical Support and Microsoft 365 administration with strong communication skills and keen eye for detail. Dedicated and reliable professional seeking a challenging role as a M365 Administrator, Technical Lead or Project Manager. Immediate joiner with a committed and proactive work ethic.

Overview

13
13
years of professional experience

Work History

M365 Administrator

Dynamix
Hyderabad
03.2025 - 06.2025
  • Provided Tier 2 support to end users for Microsoft 365 applications and other software/hardware challenges.
  • Issues related but not limited to on-boarding and off-boarding users, pushing wi-fi configuration via Jamf, remote into machine via Kaseya and installing required applications.
  • Managing and supporting user devices using device management, e.g. Intune.
  • Manage technical support operations, ensure customer satisfaction and ensure timely and effective resolution of customer inquiries.

M365 Technical Lead

Web Synergies
Hyderabad
11.2023 - 11.2024
  • Managed a team of 12-14 engineers, resolving complex issues related to M365 services and features such as Microsoft Copilot, SharePoint Online, OneDrive for Business, Power Automate, etc., ensuring efficient ticket handling and customer satisfaction.
  • Provided Level 2 support acting as the escalation point for high- priority technical problems that required deep troubleshooting and advanced solutions.
  • Collaborated with product teams and Microsoft SMEs to investigate and resolve technical challenges.
  • Ensured Service Level Agreements (SLAs) were consistently met, monitoring individual and team performance to achieve target resolution times and high-quality support.
  • Provided regular feedback to engineers on ticket performance, offering guidance on improvement areas and recognizing achievements to enhance team productivity and morale.
  • Assisted engineers in overcoming technical roadblocks, offering expertise and facilitating collaboration to resolve complex technical challenges on time.

Technical Support Enginer

Concentrix
Gurgaon
01.2020 - 10.2023
  • Assisted users across all Microsoft 365 services related to SharePoint Online, OneDrive for Business, Exchange and Power Automate.
  • Managed user permissions and access control in SharePoint Online, customized SharePoint document libraries and lists, monitored health, and configured search capabilities.
  • Developed custom workflows in SharePoint Online using Power Automate, enabling automated document approvals, notifications, and task assignments to enhance team collaboration.
  • Utilized Power Automate’s built-in error-handling features to ensure workflows run smoothly, identifying and troubleshooting issues to maintain seamless operations.
  • Enabled and optimized real-time collaboration by setting up versioning, co-authoring, and sharing features within SharePoint Online to improve team productivity.
  • Diagnosed and resolved email delivery issues, assisted with troubleshooting Outlook Web App (OWA) queries, and utilized Exchange Online Protection (EOP) to troubleshoot and resolve email spam, phishing, and malware filtering issues.
  • Integrated SharePoint Online with other Microsoft 365 applications (such as Microsoft Teams, Outlook, and OneDrive) to enhance productivity and provide seamless access to documents and data across platforms.

Customer Experience Specialist

Airseva
Gurgaon
06.2017 - 10.2019
  • Served as the First Point of Contact (FPOC) for both hosts and guests at Airbnb, managing reservation-related issues and ensuring seamless communication and resolution of concerns.
  • Handled conflicts during stays, addressing issues related to pricing discrepancies, unfair claims, and dissatisfaction, ensuring fair and timely solutions for all parties involved.
  • Monitored host performance closely, providing guidance and support to help improve service quality, aiming to promote hosts to 'Superhost' status.
  • Acted as a mediator in situations where hosts and guests were in disagreement, facilitating constructive discussions to reach mutually acceptable solutions.
  • Ensured that both host and guest perspectives were considered, providing solutions that were fair and well-received by both sides, maintaining Airbnb’s reputation for excellent customer service.

Technical Support Engineer

Incedo
Gurgaon
06.2015 - 03.2017
  • Collaborated with US colleges and universities to assist students and faculty in creating user accounts and resetting passwords via Active Directory (AD), ensuring seamless access to campus resources.
  • Managed Office 365 user accounts and licenses by delivering clear, step-by-step instructions to users, ensuring they understood the troubleshooting process and resolving issues effectively.
  • Assisted with resolving Outlook profile corruption, repairing PST/OST files, and reconfiguring account settings to restore proper functionality for email sending and receiving.
  • Provided expert support for SharePoint Online and OneDrive for Business, troubleshooting issues with document syncing, file sharing, and permissions to ensure smooth file collaboration across campus.

Advisory Support Group

Ensure
Gurgaon
05.2012 - 06.2015
  • Provided expert support by answering inbound calls related to hardware, software, and network issues for HP desktops and laptops, ensuring quick and effective issue resolution.
  • Resolved issues related to Office 365 app activation and licensing, troubleshoot and fixed performance-related issues in Office apps, such as slow loading times, freezing, and file corruption, improving overall app stability and user experience.
  • Guided users through collaboration features in Office apps, such as sharing, co-authoring, and version control in Word, Excel, and PowerPoint, to enhance teamwork and document management.
  • Diagnosed and resolved Windows performance issues, including slow boot times, high CPU usage, and system lag, by identifying and troubleshooting background processes, optimizing startup programs.

Education

Bachelor of Arts -

Kalinga University
Chhattisgarh
01.2023

MS-900 - Microsoft 365 Fundamentals

Microsoft
Online
01.2022

Computer Hardware and Application -

Jetking
New Delhi
01.2013

High School -

Bloom Public School
New Delhi
01.2010

Skills

  • Organizational skills
  • Project management
  • ITIL best practices
  • Service delivery
  • Continuous improvement
  • Interpersonal skills
  • Microsoft 365 administration
  • Technical support
  • Verbal and written communication
  • Team leadership

Hobbies and Interests

  • Tech enthusiast.
  • Staying updated with the latest technologies.
  • Travelling to mountains.

Timeline

M365 Administrator

Dynamix
03.2025 - 06.2025

M365 Technical Lead

Web Synergies
11.2023 - 11.2024

Technical Support Enginer

Concentrix
01.2020 - 10.2023

Customer Experience Specialist

Airseva
06.2017 - 10.2019

Technical Support Engineer

Incedo
06.2015 - 03.2017

Advisory Support Group

Ensure
05.2012 - 06.2015

Bachelor of Arts -

Kalinga University

MS-900 - Microsoft 365 Fundamentals

Microsoft

Computer Hardware and Application -

Jetking

High School -

Bloom Public School

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Akash Yadav