About
Results-driven IT Support Associate with 2+ years of experience in enterprise environments (Accenture, Teleperformance). Skilled in O365, Active Directory, ServiceNow, Intune, SQL, and API troubleshooting. Recognized for workflow automation, clear documentation, and collaborative problem-solving. Seeking opportunities in cloud operations and enterprise IT support.
Skills & Expertise (21)
Work Experience
SW/APP/Cloud Tech Support Associate
Accenture
Nov 2024 - Present
Provided advanced technical support across Windows and O365, ensuring rapid resolution and minimal downtime. Managed 1000+ user lifecycle operations including onboarding, off-boarding, and access provisioning via Active Directory and ServiceNow. Developed 10+ PowerShell scripts to automate bulk user tasks and generate AD reports, reducing manual effort by 70%. Automated routine tasks using Power Automate, streamlining service desk operations and reducing manual overhead by 50%. Supported SQL query troubleshooting and API connectivity issues for enterprise applications. Recognized as a Top Performer Q1 2025 for optimizing workflows, improving team efficiency, and mentoring peers.
Technical Support Executive (O365 Focus)
Teleperformance
May 2024 - Nov 2024
Delivered Tier-1 and Tier-2 support for O365 applications, reducing escalation rate by 15%. Resolved 200+ technical queries weekly related to product functionality, installation, and configuration. Conducted secure remote sessions to investigate and resolve system errors, improving customer satisfaction scores by 15%. Documented recurring issues and created knowledge base articles for faster resolution.
Education
B.Tech, Computer Science - G H Raisoni College of Engineering and Technology
2019 - 2023 · Afghanistan
Certifications
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Skills (21)
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