Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards
Websites, Portfolios, Profiles
Timeline
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ATHUL N

Kozhikode

Summary

Results-driven IT Support Engineer with 5 years’ experience delivering L1–L3 technical support in enterprise environments, including Microsoft as an end client. Proven track record in Microsoft Dynamics 365 Customer Service, Azure, Office 365, and ticketing systems with measurable success in improving SLA compliance, reducing incident recurrence, and optimizing support operations. Adept at root cause analysis, production debugging, and SQL/Azure Data Explorer queries. Skilled leader who has managed teams of 7+ engineers, reduced attrition by 15%, and improved customer satisfaction through process enhancements.

Overview

6
6
years of professional experience
4
4
Certifications

Work History

Systems Engineer (Microsoft Project)

Infosys Ltd
02.2020 - 08.2025
  • Delivered L2 technical support for Microsoft Dynamics 365 CRM, resolving 3,000+ tickets with an SLA compliance rate of 98%.
  • Reduced recurring incidents by 55% through proactive documentation and knowledge base updates.
  • Led a 7-member support team, managing workload distribution, shift planning, and escalation handling, achieving 97% CSAT over 12 months.
  • Participated in high-severity bridge calls (P1/P2 incidents), reducing downtime and preventing repeat escalations.
  • Implemented process improvements that cut Average Handling Time (AHT) by 20% and improved First Call Resolution by 15%.
  • Used ServiceNow and DFB for ticket triage, SLA tracking, and reporting, maintaining one of the lowest escalation rates in the team.

Mern Stack Dev

Na
07.2025 - 07.2025
  • Built and deployed a full-stack web application with user authentication, RESTful APIs, and CRUD operations.
  • Implemented responsive UI with React and Tailwind, backend APIs with Node.js/Express, and MongoDB for data storage.
  • GitHub: https://github.com/athulnecholi
  • Live Projects: https://polite-lolly-d6934f.netlify.app/

Microsoft – L3 Support Engineer

Infosys Ltd.
03.2024 - 09.2024
  • Managed escalations from L1/L2 teams, resolving critical incidents via Microsoft ICM and ServiceNow.
  • Conducted weekly performance reviews and training sessions, improving team productivity by 18%.
  • Performed code-level debugging and executed SQL/Azure Data Explorer queries to diagnose and resolve complex data-related issues.
  • Streamlined incident management workflows, reducing resolution times for P1/P2 incidents by 12%.
  • Created reusable troubleshooting guides and query templates, cutting onboarding time for new engineers by 30%.

Education

BCA -

College of applied science IHRD

Higher Secondary Education - Mathematics, Physics, Chemistry, Computer science

Veda Vyasa Vidyalaya

High School Education - undefined

Veda Vyasa Vidyalaya

Skills

  • Technical: Microsoft Dynamics 365 CRM, Azure, Office 365 Admin, SQL, Azure Data Explorer (Kusto), ServiceNow, Microsoft ICM, MERN Stack (MongoDB, Expressjs, React, Nodejs), C#, Python

  • Support Operations: SLA Management, Incident & Problem Management, Knowledge Base Documentation, Root Cause Analysis, Remote Troubleshooting, KPI Optimization (AHT, CSAT, Shrinkage)

  • Tools: ServiceNow (SNOW), DFB, ICM, Visual Studio, VS Code, SSMS, Tailwind CSS

  • Soft Skills: Client Communication, Team Leadership, Conflict Resolution, Cross-Functional Collaboration

Certification

Infosys certified C# Programmer

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.

Websites, Portfolios, Profiles

https://polite-lolly-d6934f.netlify.app/

Timeline

Mern Stack Dev

Na
07.2025 - 07.2025

Microsoft – L3 Support Engineer

Infosys Ltd.
03.2024 - 09.2024

Systems Engineer (Microsoft Project)

Infosys Ltd
02.2020 - 08.2025

Higher Secondary Education - Mathematics, Physics, Chemistry, Computer science

Veda Vyasa Vidyalaya

High School Education - undefined

Veda Vyasa Vidyalaya

BCA -

College of applied science IHRD

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