ATHUL N
Kozhikode
Summary
Sincere, hardworking and honest professional with almost 5 years experience. Working for Infosys and Microsoft is my client.I am well versed in Dynamics 365 eco system leveraging Azure, SQL, React, Bootstrap, C#, skill set. Also well versed in L3 concierge model incident response team with Dynamics 365 for Microsoft. I have excellent debugging, knowledge management skills and am always ready to upskill and reskill myself to suit project needs .including 2+ years as a Primary Lead managing operations and ensuring team efficiency. Proficient in ticketing tools, SLA management and customer satisfaction (CSAT) improvement, providing KT ‘s. Skilled in handling international BPO processes, managing shifts, and driving operational excellence. Proven leadership in training and mentoring teams, Reducing shrinkage, and optimizing AHT. troubleshooting, and collaborating with engineering teams to resolve technical issues and document knowledge effectively. Additionally, I have experience as an L3 support engineer, focusing on debugging and troubleshooting network calls, analysing logs, and working with SQL queries in a high-pressure environment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Systems Engineer
Infosys Ltd
Pune
02.2020 - Current
- Delivered exceptional L2 support for Dynamics 365 CRM, resolving 3000+ tickets with high efficiency.
- Participated in high-severity bridge calls, minimizing escalations and ensuring customer satisfaction.
- Documented resolutions to reduce recurring incidents by 55%.
- Led a team of 7+ support engineers in resolving technical issues for international clients, ensuring SLA adherence and excellent CSAT scores.
- Oversaw ticketing operations using tools like ServiceNow (SNOW) and DFB to maintain low AHT and high first call resolution rates.
- Implemented strategies to reduce attrition by 15% through effective team engagement and development.
- Conducted weekly performance reviews and training sessions to improve team productivity and technical capabilities.
- Monitored shrinkage levels and optimized workforce planning to ensure seamless operations in rotational shifts.
L3 Support Engineer
Microsoft
03.2024 - 09.2024
- Managed SNOW/ICM tickets generated by L1/L2 teams and internal stakeholders, supporting incident management processes.
- Utilized Microsoft ICM for effective tracking, filtering, and resolution of IT incidents.
- Conducted troubleshooting to identify root causes of technical issues through code debugging.
- Leveraged ServiceNow (SNOW) for Change Management, Problem Ticket Management, and report generation.
- Executed Azure Data Explorer queries and SQL queries in SSMS to extract user data from databases.
- Documented new issues with solutions, troubleshooting steps, and associated queries for future reference.
Mern Stack Dev
Na
Kozhikode
07.2025 - 07.2025
Education
BCA -
College of applied science IHRD
01.2020
Higher Secondary Education - Mathematics, Physics, Chemistry, Computer science
Veda Vyasa Vidyalaya
01.2017
High School Education -
Veda Vyasa Vidyalaya
01.2017
Skills
- Cloud Platforms: Azure
- Ticketing Tools: Service Now, DFB, Microsoft Incident Management(ICM)
- Programming Languages: C#, Python
- Microsoft Dynamics 365 eco system with ERP Products and production environment exposure
- Service Desk Operation DFB, ServiceNow, SLA Management, CSAT, AHT, Shrinkage reduction, Microsoft Incident Management
- Databases: SQL, Mongodb
- Web Development: HTML, CSS, Tailwind, Java Script, React
- BACKEND: express js, node js,Mongoose
- Development IDE: visual studio code 1851, visual studio 2022
Certification
- Infosys certified C# Programmer
- Infosys Certified Python Programmer
- Microsoft Certified Azure Fundamentals (AZ 900)
- MERN STACK DEV
Awards
Recognized as the SME for the BTS team, earning a Certificate of Appreciation during the 2024 client visit., Honoured with ISTA Award for keeping excellent KPI.
SOFT SKILLS
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Confidence in handling complex technical challenges
- Team collaboration and leadership
Timeline
Mern Stack Dev
Na
07.2025 - 07.2025
L3 Support Engineer
Microsoft
03.2024 - 09.2024
Systems Engineer
Infosys Ltd
02.2020 - Current
BCA -
College of applied science IHRD
Higher Secondary Education - Mathematics, Physics, Chemistry, Computer science
Veda Vyasa Vidyalaya
High School Education -
Veda Vyasa Vidyalaya
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