Masuda Shaik

I’m a dedicated IT Support Engineer with around 1 year of experience providing Microsoft 365 Concierge Support at Infosys. I focus on delivering reliable L1 break-fix support while keeping customer satisfaction and SLA adherence at the center of my work.

I’ve supported Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office applications. I handle technical issues for small and medium business users through calls, chats, and remote support.

I assist users with account access issues, password resets, mailbox configuration, synchronization issues, and application troubleshooting. I diagnose and resolve technical incidents, document everything accurately, and follow IT support processes for efficient ticket management.

I also collaborate with internal teams for escalation and resolution of complex issues. I’m a strong customer handler with quick problem-solving skills, and I have a strong interest in cloud technologies and technical support, including willingness to work in rotational shifts.