Mayank Sharma

Microsoft 365 Administrator specializing in Exchange Online, SharePoint Online, Microsoft Teams, and Entra ID administration. Managed user accounts, mail flow, mailbox permissions, licensing, and collaboration services to support seamless. Troubleshot Microsoft 365 issues using Admin Centers and PowerShell, ensuring SLA compliance and minimizing downtime. Expert on ServiceNow tool, handled incident management, service requests, and tenant administration to maintain optimal performance in enterprise environments. Strong focus on delivering secure, reliable, and efficient Microsoft 365 operations.

• Led cross-functional teams to deliver strategic consulting solutions for clients in various industries.
• Developed and implemented process improvement initiatives that enhanced operational efficiency and reduced costs.
• Mentored junior consultants, providing guidance on project management and client engagement strategies.

• Served as Specialist in Environment Operations, providing Tier 2 technical support for escalated IT incidents and acting as subject matter expert for L1 Service Desk team. Troubleshot and resolved issues across WYSE Thin Clients, desktops, workstations, VMware Desktop-on-Demand (DOD), and Secure DOD environments, enhancing overall system reliability. Supported enterprise technologies including Active Directory, Exchange, Office 365, OCS/Lync 2013, Lotus Notes, and VMware Console. Managed incident and service requests using ServiceNow, ensuring timely resolution and adherence to service level agreements (SLAs) to maintain operational efficiency.
• Led cross-functional teams to implement process improvements enhancing operational efficiency.
• Developed strategic training programs for staff, fostering skill advancement and knowledge retention.
• Managed project timelines and deliverables, ensuring alignment with organizational goals and client expectations.

• Managed knowledge management initiatives for IT Service Desk, creating and improving technical documentation and troubleshooting guides based on support team feedback. Delivered customer support by understanding user requirements, resolving issues at first point of contact, and providing clear technical guidance. Maintained accurate documentation of customer interactions, ensured timely handling of service requests, and coordinated effectively with cross-functional teams for prompt issue resolution. Contributed process improvement ideas to enhance customer satisfaction and operational efficiency within service desk.
• Led cross-functional teams to enhance project delivery and client engagement.
• Streamlined operational processes, resulting in improved efficiency across multiple projects.
• Mentored junior associates, fostering skill development and knowledge sharing within the team.