Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic
SHUBHAM SWARAJ

SHUBHAM SWARAJ

DELHI NCR

Summary

Results-driven technical specialist with 5 years of experience in customer excellence and operations. Dedicated towards problem solving and system improvements. Skilled in software, administration, troubleshooting and user support. Committed to continuous learning and innovate in fast-paced setting.

Overview

5
5
years of professional experience

Work History

M365 Technical Support Specialist

SherWeb
07.2024 - Current
  • Promoted to POD specialist and lead a team of 10-12 technical advisors.
  • Responded to support queries promptly and guided advisors with standard to advance technical queries.
  • Provided Root cause analysis on Exchange, SharePoint, Teams to ensure client satisfaction.
  • Collaborated with supervisors to escalate and address customer sentiments and technical issues.
  • Documented support interactions for future reference
  • Assisted with GWS, Exchange, On Premises, IMAP mailbox and data migration.
  • Recognized as best support team for consecutive months.

Onboarding Specialist

SherWeb
12.2023 - 06.2024
  • Promoted to Onboarding specialist in first 6 months of employment.
  • Introduced new hires to essential software's in Microsoft 365, project management platforms and communication tools to enhance productivity.
  • Analyzed feedbacks from new hires to refine and enhance the onboarding experience.
  • Mentored new employees to tackle complex issues with right research and time management.
  • Designed and maintained knowledge base for advance technical queries and top drivers.

M365 Business Technical Advisor

SherWeb
06.2023 - 12.2023
  • Provided troubleshooting and solutions for Microsoft 365 related issues.
  • Helped Businesses understand and utilize the workloads effectively, ensuring they get the most out of their subscriptions.
  • Offered insights on productivity and collaboration tools.
  • Documented technical troubleshooting and resolution to build good knowledge base for future reference.
  • Achieved multiple performance bonus and recognitions.

Operations Associate and SME,

TTEC INDIA (eBay)
04.2021 - 02.2023
  • Addressed sellers and buyers concerns with suitable solutions.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
  • Presented performance and productivity reports to supervisors.
  • Offered one-on-one support for team members and managers to drive continuous improvement.
  • Done AML and High Risk check by analyzing trend and doing logical thinking.

Seller Support Associate

Amazon
09.2020 - 03.2021
  • Assisted Sellers through Phone, Emails and Live Chat.
  • Collaborated with multiple technology applications and features to resolve seller issues.
  • Achieved and maintained predefined performance metrics goals such as seller satisfaction, quality, productivity, first contact resolution and attendance.
  • Assisted in developing and refining standard operating procedures for Small Scale Sellers who want to expand their business on Amazon.

Education

Bachelor of Computer Applications - Computer And Information Sciences

DAV Centenary College
03.2020

Skills

  • Microsoft 365 Administration
  • Troubleshooting and support
  • Root cause analysis
  • Security and Compliance
  • Power Platform and Automation
  • PowerShell
  • Identity and Access Management
  • Azure AD
  • Collaboration and Productivity Tools
  • Migration expertise
  • Device and Endpoint management

Languages

English
Hindi

Accomplishments

  • Promoted from agent to SME in 1st year. (TTEC India)
  • Promoted to Onboarding specialist in 6 months (SherWeb)
  • Promoted to Support specialist (SherWeb)
  • Recognized as best support/top performer multiple times.
  • Implemented automation scripts to streamline administrative task, solution accepted by Microsoft as a client.
  • Trained over 50 employees and helped overcome Day 1 fear to get production ready.

Timeline

M365 Technical Support Specialist

SherWeb
07.2024 - Current

Onboarding Specialist

SherWeb
12.2023 - 06.2024

M365 Business Technical Advisor

SherWeb
06.2023 - 12.2023

Operations Associate and SME,

TTEC INDIA (eBay)
04.2021 - 02.2023

Seller Support Associate

Amazon
09.2020 - 03.2021

Bachelor of Computer Applications - Computer And Information Sciences

DAV Centenary College

Similar Profiles

CREATE PROFILE
SHUBHAM SWARAJ