BYULAHA PATRO
Senior Partner Technical Advisor
Bengaluru
Summary
Professional with 12+ years of experience in Information Technology, specializing in operational excellence, process improvement, and vendor management. Currently a Senior Partner Technical Advisor at Microsoft India Pvt. Ltd., overseeing projects to enhance customer satisfaction and optimize technical workflow. Skilled in managing complex technical escalations, fostering collaboration, and driving process improvements. Achieved increased customer satisfaction scores and client retention rates through targeted service delivery improvements. Proficient in vendor management strategies to enhance partner performance and operational effectiveness.
Overview
13
13
years of professional experience
2012
2012
years of post-secondary education
3
3
Certificates
2
2
Languages
Work History
Senior Partner Technical Advisor
Microsoft India Pvt. Ltd.
08.2018 - Current
- Spearheaded technical initiatives and programs aimed at enhancing customer satisfaction and operational performance.
- Managed escalations and program-level issues related to Microsoft 365, Exchange, and Azure, ensuring service continuity.
- Led strategic reporting and data analysis efforts to inform leadership decisions on program improvements.
- Collaborated with product and engineering teams to address customer-impacting issues, ensuring timely resolutions.
- Designed and implemented process enhancements, improving support delivery efficiency and customer feedback scores.
- Facilitated cross-functional stakeholder meetings to ensure alignment on project objectives, scope, and timelines.
- Developed and implemented strategies to enhance Delivery partner relations.
- Minimized risk exposure through careful advice on business operations and strategic plans.
System Engineer - L3
Tata Consultancy Services
07.2017 - 08.2018
- Managed Exchange infrastructure and mail flow for a key client, supporting mission-critical email systems.
- Oversaw client communication and resolution management for high-priority technical incidents.
- Ensured database health and replication efficiency across Exchange platforms.
- Supported MDM deployments and device compliance as part of enterprise IT programs.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Defined enterprise processes and best practices and tailored enterprise processes for applications.
Microsoft Senior Support Engineer
Convergys India Pvt. Ltd.
07.2015 - 07.2017
- Delivered high-quality technical support to global Microsoft clients, maintaining high CSAT scores.
- Managed Exchange migrations and program support for transitions to Office 365.
- Drove process documentation and improvement initiatives to streamline support workflows.
- Delivered exceptional customer service by addressing user inquiries promptly and professionally.
- Reduced ticket escalations by implementing knowledge base articles that addressed common client concerns.
Level 1 Server Administrator
Tech Mahindra Ltd.
09.2012 - 07.2015
- Administered Active Directory and Exchange environments, managing user lifecycle operations.
- Monitored and resolved server and VM-related incidents within SLA parameters.
- Played a supporting role in patch management and compliance initiatives across the IT infrastructure.
Education
BCA - Computer Application
Amity University Online
Noida, India 04.2001 -
Diploma - Information Technology: IT Engineering
Uma Charan Pattnaik Engineering School
Berhampur, OdishaBoard of Secondary Education - undefined
Govt. Secondary Training school for women.
Berhampur, OdishaSkills
Business Process Improvement
Stakeholder & Vendor Management
Strategic Planning & Execution
Operational Excellence & Reporting
Customer Experience & Escalation Management
Cross-functional Team Collaboration
Data-driven Decision Making
IT Infrastructure & Cloud Services
Agile & Technical Program Delivery
Certification
Azure AI Fundamentals
Accomplishments
- Collaborated with team of 4 in the development of Backlog Reduction Plan.
- Documented and resolved Top call Generator which led to increased Customer Satisfaction.
- Supervised team of 32 staff members.
Timeline
Senior Partner Technical Advisor
Microsoft India Pvt. Ltd.
08.2018 - Current
System Engineer - L3
Tata Consultancy Services
07.2017 - 08.2018
Microsoft Senior Support Engineer
Convergys India Pvt. Ltd.
07.2015 - 07.2017
Level 1 Server Administrator
Tech Mahindra Ltd.
09.2012 - 07.2015
BCA - Computer Application
Amity University Online
04.2001 -
Board of Secondary Education - undefined
Govt. Secondary Training school for women.
Diploma - Information Technology: IT Engineering
Uma Charan Pattnaik Engineering School
Languages
English
Hindi
Personal Information
Date of Birth: 11/28/93
Awards
- ACE Award at Microsoft for Rookie and Partner Technical Advisor.
- Spotlight Award at Microsoft for unwavering support and invaluable contributions to the success of business and customers.
Personal Information
Date of Birth: 11/28/93