Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic

Abhishek Sharma

Nishitsutsujigaoka,J&K

Summary

Proactive and technically proficient Support Engineer with nearly 6 years of experience specializing in Microsoft Intune, Azure Active Directory (Entra ID), and modern device management. Consistently exceeding performance metrics, evidenced by back-to-back quarterly awards for excellence in recent periods. Expertise spans Intune policy creation, compliance management, Autopilot deployment, Conditional Access rule configuration, co-management strategies, and troubleshooting across Windows, iOS, Android, and macOS devices. Skilled in PowerShell scripting for automation within the Intune framework. Dedicated to providing robust, high-quality technical support and ensuring secure, compliant endpoints.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Sr. Support Engineer

Concentrix
09.2023 - Current
  • Implemented technical solutions to resolve customer issues with Microsoft Intune and enhance satisfaction.
  • Collaborated with Microsoft's escalation engineers for troubleshooting complex scenarios involving Intune, Autopilot, and Windows update rings.
  • Conducted root cause analysis of technical issues, implementing preventive measures to mitigate future occurrences.
  • Managed multiple concurrent support cases, achieving high closure rates within target timelines.
  • Served as escalation point for challenging inquiries, showcasing expertise in product knowledge and problem-solving related to enrollment, apps deployment, Policies related to Microsoft defender for endpoint, Bitlocker Encryption.
  • Received recognition from management for delivering consistent service quality.

Help Desk Associate

Calance LLC
06.2021 - 08.2023
  • Expert in monitoring nodes and applications, ensuring minimal downtime, and a reduction in service interruptions.
  • Highly skilled in providing exceptional support to users with MS365, Outlook, and Active Directory, improving customer satisfaction.
  • Efficient in managing software deployments for clients using KACE software, increasing team productivity and client satisfaction.
  • Knowledgeable in managing 2FA for Duo for multiple clients, ensuring secure and efficient authentication processes and enhancing overall client trust.
  • Additionally, experience as an SME for direct client interaction for crucial in-house software and am proficient in Microsoft Exchange.

Senior Executive

Majorel
04.2020 - 04.2021
  • Successfully led global content and ad moderation, reducing violations and improving quality, resulting in higher user engagement and satisfaction.
  • Coordinated with clients to ensure compliant ad uploads, improving ad quality and reducing rejection rates, resulting in increased client satisfaction and retention.
  • Recommended moderation platform improvements, increasing user efficiency by 15%, streamlining the moderation process, and improving team productivity and performance.
  • Conducted quality assessments and coaching, improving moderation quality, team skills, and customer satisfaction.

Technical Support Advisor

Teleperformance
03.2019 - 02.2020
  • Achieved the highest performance in the tech support team, exceeding customer satisfaction, resolution rate, and handling time targets.
  • Maintained a 98% customer satisfaction rating through exceptional communication, troubleshooting, and timely issue resolution.
  • Recognized by management for delivering the best chat and call quality, adhering to quality standards, and providing accurate solutions.
  • Conducted effective tool training for new joiners, reducing the learning curve and enabling quick contributions to the team's performance.
  • Proficiently handled L2 escalation calls, resolving complex technical issues and providing timely updates.

Education

Completed 12th - PCM

S.R.M.L School
Jammu
03.2013

High School Diploma -

Shangrilla Public School
Jammu
03.2010

Bachelor of Technology - Mechanical

Jammu University
Jammu, J&K
01.2017

Skills

Technical:

  • Microsoft Intune: Endpoint Management, Device Enrollment (Autopilot, ADE), Configuration Profiles, Application Management, Compliance Policies, Conditional Access, Troubleshooting
  • Operating Systems: Windows 10/11, macOS, iOS, Android
  • Azure Active Directory: User & Group Management, Device Management
  • Microsoft 365: Microsoft Entra ID, Microsoft Defender for Endpoint
  • PowerShell (Basic Scripting for Intune Tasks)
  • Networking Fundamentals (TCP/IP, DNS)

Non-Technical:

  • Client Relationship Management
  • Stakeholder Communication (Technical & Non-Technical)
  • Project Coordination & Updates
  • Primary Point of Contact (POC) for Client Engagements

Certification

  • Azure Fundamentals
  • Certified Duo- Cisco ADMIN
  • AWS for beginners

Accomplishments

  • Won 2nd prize in Extempore competition in college.
  • Played an active part as a member of the organizing committee in the college fest Ekatra 2016.
  • Attended an International conference on research and innovations in science and technology.

Languages

English
Hindi
Panjabi
Dogri

Timeline

Sr. Support Engineer

Concentrix
09.2023 - Current

Help Desk Associate

Calance LLC
06.2021 - 08.2023

Senior Executive

Majorel
04.2020 - 04.2021

Technical Support Advisor

Teleperformance
03.2019 - 02.2020

Completed 12th - PCM

S.R.M.L School

High School Diploma -

Shangrilla Public School

Bachelor of Technology - Mechanical

Jammu University

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