Summary
Overview
Work History
Education
Skills
Timeline
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SHUBHAM CHAVAN

Chinchwad, Pune

Summary

PROFILE SUMMARY A results-oriented Senior Technical Support Advisor with over 2 years of experience delivering exceptional support for Microsoft and Dell solutions. Adept at managing complex IT environments, implementing compliance and security policies, and leveraging PowerShell scripting for automation. Recognized for quick problem-solving, leadership, and an unwavering commitment to customer satisfaction. With expertise in managing Exchange Admin Center (EAC) and handling enterprise-level troubleshooting, I am known for my proactive approach to resolving escalated technical issues efficiently. My ability to identify root causes, implement effective solutions, and exceed performance benchmarks has consistently earned me accolades, including the prestigious "Shabash Award" for Q3 2023. I seek opportunities in forward-thinking organizations to enhance their IT operations and drive innovation.

Overview

3
3
years of professional experience

Work History

Sr. Technical Support Advisor

Microsoft
01.2022 - Current
  • Addressing complex issues related to Microsoft 365, the Exchange Admin Center (EAC), and compliance/security policies.
  • Automation Excellence: Leveraged PowerShell scripting to automate repetitive tasks, enhancing productivity, and reducing resolution time.
  • Customer Impact: Delivered seamless support to enterprise clients, achieving a 100% resolution rate for escalated cases, and maintaining top CSAT (Customer Satisfaction) scores.
  • Analyzed data logs from customer systems to identify any potential security threats.
  • Operational Efficiency: Conducted root cause analysis to identify and prevent recurring technical issues, streamlining IT operations for clients.
  • Recognition: Awarded 14 RNRs and the 'Shabash Award' for consistent excellence and a customer-first approach.

Customer Care Executive

CBSL
  • Built a strong foundation in customer service by resolving inquiries efficiently and maintaining client relationships
  • KEY ACHIEVEMENTS
  • Promotion to Microsoft Support: Recognized for superior technical proficiency and promoted from Dell support via an internal job posting (IJP)
  • Problem-Solving Expertise: Successfully resolved high-priority escalations, minimizing downtime and ensuring smooth client operations
  • Team Collaboration: Acted as a mentor and guide for junior team members, fostering knowledge-sharing and best practices within the team.

Education

Diploma - Aviation | Frankfinn

01.2021

Higher Secondary Certificate (HSC) -

Saraswati Vishwa Vidyalaya
01.2017

Skills

  • TECHNICAL SKILLS
  • IT Administration: Managing Exchange Admin Center (EAC), Office troubleshooting
  • Scripting and Automation: PowerShell scripting
  • Data Management: Excel-based reporting and analysis
  • Compliance and Security: Policy implementation and adherence
  • System Migration: Expert in migration processes and support
  • SOFT SKILLS
  • Quick Learner
  • Problem Solving
  • Team Leadership and Collaboration
  • Strong Communication Skills

Timeline

Sr. Technical Support Advisor

Microsoft
01.2022 - Current

Customer Care Executive

CBSL

Diploma - Aviation | Frankfinn

Higher Secondary Certificate (HSC) -

Saraswati Vishwa Vidyalaya

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SHUBHAM CHAVAN