SACHIN SINGH
LTM Pvt. Ltd.
hyderabad
14
years of professional experience
2
Languages
Accomplished Microsoft 365 & Exchange Online Leader experienced in driving enterprise messaging, collaboration, security, compliance, and cloud support operations across global environments. Delivered large-scale Office 365 and Azure Active Directory transformation initiatives while managing high-performing technical support teams and optimizing service delivery to exceed customer satisfaction. Leveraged deep expertise in Microsoft cloud technologies and operational governance to enhance productivity, compliance, and overall customer experience.
Skills
M365 strategy
Azure identity management
Exchange Online Administration
Enterprise collaboration
IT governance
Identity & Access Management (IAM)
Identity & Access Management
Microsoft Security & Compliance
Access management
Cloud Services Management
Stakeholder Engagement
Cross-Functional Leadership
Interdepartmental Collaboration
Multitasking
Microsoft 365
Technical Operations Leadership
Access management
Team Leader
Collaborator
End-user support
Technical tools
Issue resolution
Performance tuning
Education
BTech - Computer Science & Engineering
Bachelor of Technology (2008-2012)
Languages
English
C1
Advanced
Hindi
C2
Bilingual or Proficient
Personal Information
- Title: Technical Lead – M365
- Date of Birth: 1988-10-23
- Nationality: Indian
Work History
Technical Lead M365
4 Years 3 Months- Promoted to Senior Technical Lead, leading Exchange Online and Microsoft 365 service operations while driving service excellence for Microsoft enterprise customers.
- Owning Microsoft 365 collaboration platforms, including Exchange Online, Teams, SharePoint, Intune and OneDrive, ensuring platform reliability, security, performance, and business continuity.
- Supporting AI readiness initiatives by enabling appropriate data access, permissions management, and content governance across Microsoft 365 environments.
- Managed critical incidents and high-priority escalations, ensuring timely resolution and effective stakeholder communication to minimize business impact.
- Ensuring adherence to enterprise policies related to data protection, access management, security controls, and regulatory compliance.
- Developed and maintained technical documentation and knowledge repositories to streamline troubleshooting and reinforce operational best practices.
- Led team of support engineers, focusing on operational performance and customer success.
- Leading a team of 15+ Support Engineers within Microsoft Partners and Microsoft Premier Support environments, driving operational performance, technical excellence, and customer success.
- Providing support within the Microsoft CRITSIT Premier Support ecosystem, managing complex and business-critical customer scenarios.
- Managed administration of mailboxes using Exchange Admin Center and PowerShell for efficient operations.
- Administering shared, resource, delegate, and generic mailboxes through Exchange Admin Center and PowerShell, ensuring efficient mailbox lifecycle management.
- Diagnosing and resolving mail flow issues through transport rule analysis, message tracking, queue monitoring, and DNS/MX configuration validation.
- Managing mailbox access, quota management, disconnected mailbox recovery, and messaging service optimization.
- Leveraging message tracking and protocol logging to identify delivery bottlenecks and improve email service reliability.
- Troubleshooting Outlook connectivity challenges, including Autodiscover, profile corruption, and client access issues.
- Oversaw compliance and security measures to protect data and manage access effectively.
- Managing Data Loss Prevention (DLP) policy enforcement, compliance investigations, and remediation of policy-related incidents.
- Investigating compliance alerts, security events, and potential data exposure risks while partnering with security teams on mitigation activities.
- Monitoring and resolving phishing, malware, suspicious login activities, and other security-related incidents across Microsoft 365 environments.
- Reviewing audit logs, security alerts, and access activities to identify unauthorized changes and strengthen security posture.
- Managing identity and access-related issues, including authentication failures, password policies, account lockouts, and Conditional Access configurations.
- Resolving synchronization challenges between on-premises Active Directory and Azure Active Directory within hybrid environments.
- Led troubleshooting efforts for mailbox migration to ensure successful transitions.
- Led troubleshooting and resolution of mailbox migration failures and synchronization issues, ensuring seamless service delivery and enhanced user experience.
- Collaborating with networking, infrastructure, and security teams to resolve cross-platform connectivity and integration issues.
- Providing post-migration support and optimization to ensure seamless user adoption and enhanced platform performance.
- Investigating third-party integration challenges and validating connector compatibility to maintain uninterrupted business operations.
- Maintaining effective communication with users, stakeholders, and technical teams throughout issue resolution and service restoration activities.
- Documenting root causes, remediation actions, and lessons learned to strengthen organizational knowledge management and operational efficiency.
- Led a team of 15+ Microsoft 365 support engineers, consistently achieving 100% SLA compliance and exceeding customer satisfaction targets across global support operations.
- Successfully resolved 700+ critical and high-severity escalations annually, minimizing business disruption and improving service availability for enterprise customers.
- Drove Microsoft 365 operational excellence initiatives, reducing average incident resolution time and improving first-week resolution rates.
- Implemented automation through PowerShell scripting, eliminating 50% manual effort hours annually and enhancing operational efficiency across support processes.
- End Client: Microsoft Microsoft 365 Platform Leadership
- Led cross-functional teams to deliver complex technical solutions, ensuring alignment with project goals.
Microsoft 365 Service Quality & Operations Lead
11 Months- Managed end-to-end Microsoft 365 service operations, ensuring seamless integration and optimal performance across Exchange Online, Teams, SharePoint, and OneDrive environments.
- Defined service priorities and supported platform decisions aligned with business objectives, user experience, and operational excellence.
- Managed Exchange Online and hybrid infrastructure to optimize email and communication services.
- Led resolution of Exchange Online service requests and incidents, ensuring uninterrupted mail flow and connectivity while consistently meeting operational KPIs.
- Supported Exchange Hybrid deployments, enabling secure and compliant coexistence between on-premises and cloud-based environments.
- Streamlined mailbox provisioning and migration activities, enhancing user experience through efficient operational processes.
- Diagnosed and resolved complex mail flow issues, including connector failures and transport rule conflicts, ensuring uninterrupted business communication.
- Identity, Security & Compliance Governance
- Administered Azure Active Directory to support secure user provisioning, identity lifecycle management, and compliance with enterprise security standards.
- Enforced security and compliance controls, including Data Loss Prevention (DLP) and retention policies, safeguarding sensitive information and supporting regulatory compliance.
- Collaborated with security and governance teams to ensure secure adoption and compliant utilization of AI-enabled technologies and Microsoft 365 capabilities.
- Conducted quality assurance and continuous improvement initiatives to enhance operational effectiveness.
- Conducted audits and calibrations to improve operational quality and technical accuracy.
- Collaborated with Microsoft on Microsoft 365 service delivery and operations to meet client needs.
Senior Global Escalation Engineer L3 Support Microsoft 365
7 Years 6 Months- Provided support to Microsoft clients
- Served as point of contact for Microsoft
- Led resolution of complex technical issues, enhancing customer satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline escalation processes and improve response time.
- Mentored junior engineers, promoting knowledge sharing and skill development within the team.
Technical Support Associate
6 Months- Client: iolo Technologies
- Troubleshoot and resolved client technical problems, ensuring timely resolution and effective support delivery.
- Conducted in-depth troubleshooting across software and hardware to identify root causes and resolve issues impacting user satisfaction.
- Collaborated with cross-functional teams to refine support workflows, reduce friction, and improve service delivery outcomes.
- Troubleshot hardware malfunctions and software errors, then implemented resolutions to enhance system performance and user satisfaction.
- Diagnosed complex technical issues, performed detailed troubleshooting, and implemented effective solutions to address customer needs.
- Tracked phishing malware and suspicious login activity on Windows devices, executed incident response actions, and safeguarded user data and system integrity.
- Applied in-depth Windows operating system knowledge to perform performance tuning, manage data corruption scenarios, and execute data recovery procedures.
Technical Support Engineer
6 Months- Assisted clients at JP Morgan Chase Bank
- Client: JP Morgan Chase Bank
- Delivered technical support for software and hardware issues, enhancing user satisfaction and system performance.
- Diagnosed and resolved complex technical problems, ensuring minimal downtime for clients.
- Collaborated with cross-functional teams to streamline support processes and improve response times.
- Handled escalation tickets for P1S1, P2S2, P3S3 issues, ensuring timely resolution and client satisfaction.
- Provided mainframe support to ensure system reliability.
- Troubleshoot client issues related to Microsoft Office and desktop support remotely using RSA secure ID hard and soft tokens, enhancing user experience and minimizing downtime.
- Encryptions Like Symantec Endpoint Encryptions.
Timeline
Technical Lead M365
LTM Pvt. Ltd.
06.2022 - CurrentRead More
Microsoft 365 Service Quality & Operations Lead
Concentrix India Pvt. Ltd.
07.2021 - 06.2022Read More
Senior Global Escalation Engineer L3 Support Microsoft 365
Convergys India Pvt. Ltd.
01.2014 - 07.2021Read More
Technical Support Associate
Cyber futuristic India Pvt. Ltd.
07.2013 - 01.2014Read More
Technical Support Engineer
Mphasis An HP Company
10.2012 - 04.2013Read More
Rajasthan Technical University
BTech from Computer Science & Engineering
Read More