Mayank yadav
@mayankyadav3
Customer-focused L1 Technical Support Analyst specializing in Azure and Office 365 issues.
IndiaWhat I'm looking for
I’m a customer-focused L1 Technical Support Analyst with 2 years and 5 months of experience delivering technical support to international clients through voice, chat, email, and self-service channels. I’m known for resolving complex incidents and maintaining high CSAT performance, even in a 24/7 rotational shift environment.
My work centers on troubleshooting Windows OS and diagnosing issues across Office 365, Microsoft Azure, and Active Directory (including AD account management and domain-related errors). I’ve supported users with remote desktop assistance using RDP and VDI, and I’ve handled system performance, storage issues, and domain-side troubleshooting.
I also focus on prevention and continuous improvement: I create SOPs, guide users on boot and backup processes, and provide feedback to refine self-service portals. I’m motivated by customer outcomes—earning Top CSAT Achiever and Top Performer in 2024—and I aim to keep raising service quality through logical problem-solving and proactive resolution.
Experience
Work history, roles, and key accomplishments
Senior Technical Process Executive
Infosys BPM
May 2025 - Present (1 year 2 months)
Provided L1 technical support to global clients via voice, email, and chat, troubleshooting Office 365, Azure, and AD account management issues. Diagnosed system performance/storage issues and supported users with boot and backup processes, while creating SOPs to improve self-service portals.
Graduate Trainee – Analyst
HCLTech
Sep 2023 - Mar 2025 (1 year 6 months)
Supported remote desktop environments using centralized tools and investigated root causes of software and network malfunctions. Produced performance reports and escalated major incidents while gaining knowledge of network architecture and PC setups.
Education
Degrees, certifications, and relevant coursework
Shri Ramswaroop Memorial College of Engineering & Management
Bachelor of Computer Applications, Computer Applications
Studied for a Bachelor of Computer Applications (BCA) at Shri Ramswaroop Memorial College of Engineering & Management in Lucknow, India.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Skills
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