Atul Bhardwaj
Bangalore
Summary
Dynamic Office 365 Administrator with a work experience of 8 years, excelling in incident management and automation. Recognized for enhancing team efficiency through effective training and process optimization. Skilled in Azure Active Directory and customer service, I consistently deliver high-quality support while driving significant improvements in ticket resolution and user satisfaction.
Overview
9
9
years of professional experience
Work History
Office 365 Administrator / Level 1.5 Support / Acting Team Lead
Koch Business Solutions
Bangalore
01.2021 - Current
- - Handled Level 1.5 and L2-type tickets, focusing on advanced issues like non-standard software installations and license/access management.
- - Acted as a liaison between L1 and L2 teams, resolving escalations and reducing backlog volume.
- - Managed Office 365 licensing, mailbox access issues, and Teams/Outlook configurations.
- - Specialized in user provisioning, role management, and compliance checks using Microsoft 365 Admin Center and Azure AD.
- - Provided SCCM-based software deployments, troubleshooting, and support.
- - Monitored and resolved incidents via ServiceNow, prioritizing based on SLA, urgency, and business impact.
- - Delivered technical training and onboarding for new team members, recognized by management for exceptional knowledge-sharing.
- - Designed and maintained knowledge base documentation and SOPs to boost first-call resolution rates.
- - Participated in automation projects as a Citizen Developer, creating flows with Power Automate and Power Apps.
- - Worked with UiPath developers and quality teams to identify automation opportunities for high-volume service desk tasks.
- - Supported AWS and Citrix Virtual Desktop users, resolving access and performance issues.
- - Reduced incoming tickets by analyzing patterns and recommending preventive workflows.
- - Played a key role in Customer Service Week activities, improving morale and team bonding.
Information Technology Analyst
Tata Consultancy Services (TCS)
Bangalore
06.2018 - 02.2020
- Supported the Avery Dennison Global Service Desk, providing high-quality remote support.
- Ensured QA compliance, documented solutions, and handled client escalations effectively.
- Created troubleshooting guides and technical documentation for recurring issues.
- Applied ITIL and SDLC principles to manage incidents and support development environments.
Technical Specialist
Dell EMC
Bangalore
09.2016 - 06.2018
- Delivered high-end support for XPS, Alienware, and premium Dell users.
- Acted as escalation point for complex technical issues and mentored junior team members.
- Managed customer cases end-to-end with follow-ups and root cause analysis.
- Conducted knowledge sessions on troubleshooting and hardware diagnostics.
Education
Bachelor of Engineering (B.E.) - Computer Science
S J C Institute of Technology
Chickballapur01.2016
12th Grade - Computer Science
Kendriya Vidyalaya
01.2011
10th Grade -
Kendriya Vidyalaya
01.2009
Skills
- Office 365 administration
- Exchange Online
- Teams
- SharePoint
- OneDrive
- SCCM
- ServiceNow
- AWS/Citrix virtual desktop
- UiPath
- Power Apps
- Power Automate
- Customer service
- Ticket escalation
- SLA management
- Azure Active Directory
- Virtual desktop support
- Technical documentation
- Onboarding and training
- Compliance
- ITIL
- Incident management
- Automation
- KB article development
- Python
- SQL
- Mentoring
- Leadership
- Process optimization
- Time management
- Robotic process automation
Certifications Upskilling
- Power Platform Apps Upskilling Program, Koch
- Robotic Process automation(RPA) training with UiPath, Koch
- Business Writing Workshop (B2W), Koch
Timeline
Office 365 Administrator / Level 1.5 Support / Acting Team Lead
Koch Business Solutions
01.2021 - Current
Information Technology Analyst
Tata Consultancy Services (TCS)
06.2018 - 02.2020
Technical Specialist
Dell EMC
09.2016 - 06.2018
Bachelor of Engineering (B.E.) - Computer Science
S J C Institute of Technology
12th Grade - Computer Science
Kendriya Vidyalaya
10th Grade -
Kendriya Vidyalaya
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