Madhuri Morade

Leading implementation and change deployment initiatives, managing support teams, and resolving escalations across Microsoft 365, LumApps, Quatrix, Power Platform, Power BI, Exchange, SharePoint, and Microsoft Teams. Adept at handling end-user incidents, service requests, and problem tickets while ensuring seamless IT service delivery and continuous process improvement.

Skilled in managing and mentoring support teams, overseeing ticket queues, and developing knowledge base (KB) articles to empower L1 and L2 support. Proven ability to present clients with monthly KPI reports and incident summaries, offering actionable insights and recommending process enhancements to optimize performance and user experience.

Key Capabilities:

• Leading change implementations and system deployments with minimal disruption
• Managing and resolving technical escalations with a customer-centric approach
• Overseeing end-user support lifecycle: incident, request, and problem management
• Creating, maintaining, and optimizing internal KB and SOPs
• Delivering client-facing KPI reports and recommending service/process improvements
• Ensuring consistent, high-quality support and smooth operational delivery
• Driving collaboration across technical teams to resolve systemic issues

• Led a team of 22 support engineers, overseeing workload distribution, performance, and knowledge development
• Provided technical direction and escalation support across the Microsoft 365 ecosystem
• Conducted weekly incident reviews to monitor quality and identify improvement areas
• Delivered regular client presentations with incident metrics, trend analysis, and service improvement recommendations
• Ensured SLA compliance, customer satisfaction, and seamless support delivery
• Supported team of 22 members while delivering expert-level guidance on Microsoft technologies including Exchange, SharePoint, OneDrive for Business, Microsoft Teams, and Active Directory.

• Deliver comprehensive call support to Microsoft customers, specializing in the Microsoft 365 suite, including Exchange Online, SharePoint Online, One Drive for Business, and Microsoft Teams.
• Proficient in troubleshooting complex issues related to user access, data synchronization, and service integration across cloud and hybrid environments.
• Skilled in Active Directory administration and support, with hands-on experience managing cross-tenant migrations, ensuring minimal disruption and secure data transitions.
• Adept at providing clear technical guidance, resolving escalations efficiently, and maintaining high levels of customer satisfaction through effective communication and problem-solving.

• Deploying organization-wide compliance policies for In-Place eDiscovery and Litigation hold, Audit reports, Data Loss Prevention, Retention Policies, Retention Tags, and Journaling.
• Delivered Knowledge transfer and guidance to accelerate the technical competency to provide technical support to customers by training and mentoring team members and new hires reducing training time by 50 %.
• Designed, implemented, and managed Exchange server, skype for business, Microsoft Teams, or SharePoint application.
• Managed technical support for small business and multinational company customers utilizing various Office 365 products.
• Delivered guidance and technical expertise to resolve end-users application bugs, production issues.
• Ensured customer satisfaction and managed the relationship with prompt follow-up on issue resolution.
• Received numerous 100% satisfied customer surveys and feedback.