Nishant Maan
GURUGRAM
Summary
Dedicated and results-driven Senior Technical Support Engineer with proven expertise in Microsoft 365, SharePoint, and cloud collaboration platforms, seeking to leverage advanced troubleshooting skills and customer-centric approach to deliver exceptional technical solutions and drive user satisfaction in a dynamic IT environment.
Overview
9
9
years of professional experience
Work History
Sen. Technical support engineer
Concentrix India pvt ltd.
10.2022 - Current
- Provide advanced technical support and troubleshooting for SharePoint Online, SharePoint On-Premises, OneDrive, and Microsoft 365 (M365) services, including Exchange and Teams.
- Manage, monitor, and maintain M365 environments to ensure optimal performance, security, and compliance.
- Support end-users by resolving complex issues related to collaboration tools, access, and data management in SharePoint, OneDrive, and O365.
- Perform and assist with migrations from on-premises to cloud environments (SharePoint, Exchange, etc.), including tenant-to-tenant migrations.
- Implement and enforce security policies, compliance measures, and data protection strategies across M365 services.
- Collaborate with cross-functional teams to support adoption, deployment, and optimization of M365 solutions.
- Working on DFM tools to troubleshoot cases related to SharePoint On-prem, SharePoint Online, Concierge, M365 Copilot, Onedrive, O365.
- Client: Microsoft ( Marvel)
- Collaborated with teams to improve support processes and service delivery.
- Documented solutions in knowledge base for future reference and training.
- Escalated complex issues to escalation engineers and product team for advanced troubleshooting.
- Conducted regular follow-ups with customers to ensure issue resolution satisfaction.
- Client - Marvel ( Microsoft)
Technical Support Specialist
Teleperformance Global Services Pvt Ltd.
04.2020 - 07.2022
- Customer service, Technical support advisor, Billing specialist.
- Managing bills and invoices request.
- Selling hardwares and upgrading services.
- Working on tax exemption requests.
- Processing payment through Credit card and check.
- Managing account cancellations requests.
- Assisting with prorated charges and tax calculation on monthly bills.
- Provided technical support for software and hardware issues across multiple platforms.
- Documented technical procedures and user guides for internal training resources.
- Analyzed customer feedback to identify areas for service improvement initiatives.
- Weekly client meetings for skill development and update on billing.
- Providing worry-free experience on each interaction with customer.
- Assisting customers for managing their call flow using auto attendant and hunt group.
- Assisting customer with web fax, auto attendant and call forwarding for both products HPBX and Unite.
- Client: Intermedia Unified Communications
Travel Executive
Fareportal Pvt Ltd.
06.2019 - 03.2020
- Receiving calls from Europe and US customers.
- Making changes on flight bookings using Amadeus and sabre.
- Selling various kinds of online products like upgraded seats, meals and travel insurance.
- Making changes on delayed or cancelled flight booking.
Customer service agent
IGT Solutions Pvt Ltd
01.2018 - 06.2019
- Receiving calls from Europe and US customers.
- Providing customer support over call.
- Client- WoW Airlines
Sales Representative
Concentrix IBM Daksh
09.2016 - 01.2018
- Making outbound calls to car dealers and individual users.
- Selling advertisement packages.
- Selling stockars package to car dealerships.
- Client : OLX India Pvt Ltd.
Education
BBA (Management) -
12th -
10th -
Skills
- Microsoft 365: SharePoint Online, OneDrive for Business, Teams, basic Exchange Online admin and troubleshooting
- SharePoint: SharePoint Server on‑prem support (sites, permissions, ULS logs, event logs)
- Ticketing & CRM: Dynamics 365 (DFM) for case management, email queues, SLA‑based ticket handling, scheduling Teams meetings with end users
- Troubleshooting: Network and server log review, Windows Event Viewer, client log collection, root‑cause analysis for M365 issues
- Soft skills: Customer communication, email etiquette, remote support, documentation and knowledge‑base updates
- SaaS support: Hands-on support experience with Microsoft 365 and Dynamics 365 SaaS environments (user issues, access, performance, configuration)
- Troubleshooting business phones Polycom, Cisco,Yealink
- Resolving ticket on DFM ticketing tool
- Resolving tickets on JIRA
- Resolving tickets on Zendesk
- Creating flight tickets using AMADEUS
- Creating flight tickets using SABRE
- Creating flight tickets using Galileo
Hobbies and Interests
- Equity trading and portfolio investing (market research, risk assessment)
- Cricket (team collaboration, tactical decision-making)
- Regular gym workouts (fitness, self-discipline, endurance)
- Domestic and international travel (planning, adaptability)
Disclaimer
I hereby declare that the above-mentioned information is correct to knowledge.
Personal Information
- Date of Birth: 07/19/94
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
Timeline
Sen. Technical support engineer
Concentrix India pvt ltd.
10.2022 - Current
Technical Support Specialist
Teleperformance Global Services Pvt Ltd.
04.2020 - 07.2022
Travel Executive
Fareportal Pvt Ltd.
06.2019 - 03.2020
Customer service agent
IGT Solutions Pvt Ltd
01.2018 - 06.2019
Sales Representative
Concentrix IBM Daksh
09.2016 - 01.2018