Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
AssistantManager

Ayush Dogra

Jammu

Summary

Dynamic professional with a proven track record at SherWeb, excelling in customer service and team leadership. Expert in problem-solving and proficient in Microsoft Office tools, I effectively managed workforce productivity and resolved complex technical issues, ensuring optimal performance and high customer satisfaction. Committed to fostering a collaborative and efficient work environment.

Overview

4
4
years of professional experience

Work History

M365 Queue Manager

SherWeb
08.2023 - 07.2025
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Kept up to date with the information required to function according to my role duties including but not limited to case routing through Microsoft's own DFM case management system, addressing agent grievances and connecting management to advisors with necessary actions and policies.

M365 Business Technical Advisor 1

SherWeb
05.2023 - 07.2023
  • Served as primary point of contact for triaging technical issues.
  • Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
  • Assessed and resolved customer issues with Microsoft products, delivering optimal solutions tailored to their needs.
  • Employed strategic problem-solving approaches to ensure effective and efficient resolution of technical challenges.
  • Provided exceptional customer service, upholding high ethical standards in all interactions, regardless of complexity.
  • Demonstrated proficiency in Microsoft business tools, including DFM, SharePoint, Exchange, Office 365, Teams, Outlook, and related products.

System Engineer

RVS IGlobal Pvt. Ltd.
07.2021 - 03.2023
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
  • Provided technical support to overseas customers in Europe, resolving day-to-day issues with computers, VoIP phones, servers, and network infrastructure.
  • Diagnosed and troubleshooted complex computer and operating system issues, ensuring minimal downtime and optimal system performance.
  • Configured and supported Office 365 accounts via the Exchange Admin Portal, addressing user access, email, and synchronization challenges.
  • Developed strong conversational English skills through regular interactions with international clients, enhancing effective communication and customer satisfaction.
  • Also worked on Kaseya Ticketing Tool/ Business management System to manage the workflow of cases

Education

High School Diploma -

KC Gurukul Public School
Jammu, India
03-2016

Skills

  • Customer service
  • Time management
  • Workforce management
  • Problem-solving
  • MS office (Business & Azure)
  • Sys Admin
  • Kaseya BMS Tool
  • DFM
  • Cyber Security
  • Networking

Accomplishments

    Has achieved name in monthly PFP(Pay for Performance) cycles 5 times at Sherweb. Also has been awarded Vision support Recognition for my work and dedication towards the role I played in company.

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)

Timeline

M365 Queue Manager

SherWeb
08.2023 - 07.2025

M365 Business Technical Advisor 1

SherWeb
05.2023 - 07.2023

System Engineer

RVS IGlobal Pvt. Ltd.
07.2021 - 03.2023

High School Diploma -

KC Gurukul Public School

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Ayush Dogra