Shreya Salla

• Delivered enterprise L1/L2 technical support to global users across the US and India, resolving hardware, software, operating system and Microsoft 365-related incidents while consistently meeting SLA targets..
• Provided end-user support for Microsoft 365 services including Exchange Online, Outlook, Microsoft Teams, OneDrive and SharePoint Online.
• Administered Active Directory and Exchange Online activities including user provisioning, password resets, account unlocks, mailbox management, distribution groups and security groups.
• Supported VPN connectivity, Multi-Factor Authentication (MFA), BitLocker/PGP encryption and secure access troubleshooting for enterprise users..
• Configured laptops and Microsoft 365 accounts for new hires, assisted with onboarding activities and ensured timely delivery of IT services.
• Managed incidents and service requests through ServiceNow while maintaining high customer satisfaction and adherence to SLA commitments.
• Created and maintained troubleshooting documentation and knowledge base articles to improve operational efficiency.

Key Achievements
Achieved 95%+ customer satisfaction through effective incident resolution and customer communication.
Contributed to reducing Mean Time to Resolution (MTTR) through structured troubleshooting and process improvements.
Supported enterprise users in a 24×7 global support environment.

• Delivered technical support for Microsoft 365 applications including Outlook, Exchange Online, Teams and OneDrive while supporting Windows and macOS users.
• Resolved email flow, mailbox, Proofpoint and audio/video conferencing issues to ensure uninterrupted business operations.
• Managed user access requests, approvals and ticket resolution using ServiceNow while ensuring compliance with organisational security policies.
• Worked closely with infrastructure, messaging and security teams to resolve escalated incidents and maintain service quality.

• Managed and optimized Google My Business listings via phone, chat, and email support.
• Resolved customer issues using internal support tools and documented operating procedures.
• Created and updated process documentation, and suggested small improvements to reduce average handling time
• Ensured compliance with client standards and consistently met service-level expectations.