Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Sushmita Nautiyal

Sushmita Nautiyal

Senior Technical Analyst- Intune Cloud
Gurgaon

Summary

Experienced Senior Technical Intune Cloud Analyst with a strong foundation in technical operations and over 7 years of experience. Demonstrated effective leadership skills and a consistent track record of delivering innovative solutions. Proficient in troubleshooting technical issues and optimizing system performance, consistently achieving successful outcomes.

Overview

8
8
years of professional experience
6
6
years of post-secondary education
4
4
Languages

Work History

Senior Technical Associate- Intune Cloud

Concentrix
Gurugram
12.2022 - 04.2025
  • Assisted in the selection of new technologies to integrate into existing systems for improved functionality based on business requirements analysis.
  • Delivered high-quality technical presentations to stakeholders for enhanced understanding of complex concepts while promoting a collaborative working environment.
  • Developed and maintained detailed technical documentation to facilitate knowledge transfer for seamless team handoffs.
  • Served as a subject matter expert within the organization by staying abreast of emerging trends in technology.
  • Managed vendor relationships, negotiating contracts and evaluating the quality of services provided to ensure optimal collaboration and support for ongoing projects.
  • Contributed to the successful completion of large-scale projects by coordinating tasks, prioritizing deadlines, and ensuring timely delivery of milestones.
  • Collaborated with cross-functional teams to design, develop, and implement technical solutions for improved system functionality.

Team Leader

Teleperformance D.I.B.S
Gurugram
02.2022 - 10.2022
  • Accountable for a team of about 22 TSE's.
  • Act as a first point of contact for client. Report daily progress, seek help and coordinate/communicate as necessary.
  • Interact regularly with employees to improve process quality, grooming for next level and reduce process shrinkage/attrition to ensure that team's operational delivery is aligned with organizational goals.
  • Keep the project manager and product committee informed of task accomplishment, issues and status.
  • Cascade all necessary business information and updates from client to the executives.
  • Ensure deliverables are prepared to satisfy the project requirements, cost and schedule.
  • Coach and help develop team members.
  • Facilitate problem solving and collaboration.
  • Ensure discussions and decisions lead toward closure. Maintain healthy group dynamics and intervene when necessary to aid the group in resolving issues.
  • Encourage creativity and Provide guidance to the team based on management direction.
  • Identify and manage BQ across the floor to enhance floor performance.
  • Daily tracking of operational metrics to ensure no deviation in goal attainment.
  • Training needs identification and delivering short trainings to ensure compliance.
  • Regular reviews with the Team & analyze the opportunities of improvement & reduction in controllable defects which are a direct impact to Customer Experience.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

Subject Matter Expert

Teleperformance D.I.B.S
09.2019 - 01.2022
  • Act as a point of escalation and 2nd level of support for all complex technical scenarios.
  • Work as a resource person for product development team in order to report bugs, diagnose and collect necessary logs.
  • Identify and upskill TSEs on troubleshooting aspects where they struggle.
  • Keep the team updated on latest product, process and policy changes.

Technical Support Executive

Teleperformance D.I.B.S
Gurugram
05.2017 - 09.2019
  • Issue Identification and Troubleshooting.
  • Software Installation, How to Use and Troubleshooting.
  • Application Navigation, Configuration and Troubleshooting.
  • Help in managing the Images & Albums in Lightroom.
  • Greet Customers in a courteous, friendly, and professional manner using agreed-upon procedures.
  • Clarify Customer requirements; probe for and confirm understanding of requirements or problem.
  • Support Customers on variety of software products and services.

Education

Secondary School -

J & K State Board
01.2009 - 05.2010

Higher Secondary - undefined

Shri Mahavir Jain School
04.2010 - 05.2011

Bachelors of Technology - Computer Science

Uttaranchal Institute of Technology
05.2011 - 05.2015

Skills

  • Team leadership

  • Collaborative teamwork

  • Team development

  • Coaching

  • Basic Knowledge Of MS Excel

  • Business process improvement

Accomplishments

  • Multiple recognitions at all levels such as Employee of the month, CSAT star of the month.
  • Leadership and Development certification - JUMPER (Topmost rank) of the Batch for JUMP program (Internal L&D program for Teleperformance)

Timeline

Senior Technical Associate- Intune Cloud

Concentrix
12.2022 - 04.2025

Team Leader

Teleperformance D.I.B.S
02.2022 - 10.2022

Subject Matter Expert

Teleperformance D.I.B.S
09.2019 - 01.2022

Technical Support Executive

Teleperformance D.I.B.S
05.2017 - 09.2019

Bachelors of Technology - Computer Science

Uttaranchal Institute of Technology
05.2011 - 05.2015

Higher Secondary - undefined

Shri Mahavir Jain School
04.2010 - 05.2011

Secondary School -

J & K State Board
01.2009 - 05.2010

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Sushmita NautiyalSenior Technical Analyst- Intune Cloud