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Merol Menezes

@merolmenezes

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Technical Support Analyst at Accenture, delivering 99% First Call Resolution on an enterprise cloud migration project.

India

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At Accenture, I deliver Tier 2 support across Windows and macOS for an enterprise cloud migration project, with 99% First Call Resolution and 98% Resolution Rate. I administer Microsoft 365, Entra ID, Exchange Online, and Intune, resolving identity, access, device compliance, and email issues.

At Microland, I streamlined ServiceNow ticket workflows, reducing the open ticket backlog by 12%. I’ve also provided VMware vSphere and vCenter support at Concentrix, where precise diagnosis and documentation helped reduce escalations by 15%.

Experience

Work history, roles, and key accomplishments

Current

SW / App / Cloud Tech Support Analyst

Current

Accenture

Nov 2025 - Present (1 year)

Delivers Tier 2 enterprise technical support for Windows and macOS in a large-scale cloud migration project, sustaining high SLA, FCR, and resolution rates. Administers Microsoft 365, Azure AD, Exchange Online, Intune, and Active Directory, and drives process improvements through automation and root-cause analysis.

Microsoft 365 Azure Active Directory Exchange Online Intune Active Directory PowerShell VMWare VPN MFA ServiceNow SLA Management Root Cause Analysis

Senior Engineer – Service Desk

Microland

Feb 2024 - Sep 2025 (1 year 7 months)

Resolved 20+ inbound calls and 15+ tickets daily for ANZ region enterprise clients while sustaining 98% SLA adherence. Administered user accounts, security groups, distribution lists, and shared mailboxes using Active Directory and PowerShell, and streamlined ServiceNow workflows to reduce ticket backlog by 12%.

Active Directory PowerShell ServiceNow VPN MFA Remote Access hardware troubleshooting Software Troubleshooting SLA Management

Advisor – Technical Support

Concentrix

Mar 2023 - Jan 2024 (10 months)

Delivered Tier 2 VMware support for vSphere and vCenter environments, reducing escalations by 15% through precise diagnosis and documentation. Authored knowledge base articles and guided customers through license key assignment and product deployment.

VSphere VCenter License Management Knowledge Base Documentation Customer Support Escalation Handling

Consultant – Customer Support

24-7 Intouch

Jan 2021 - Aug 2022 (1 year 7 months)

Supported global customers across high-volume queues with accuracy and efficiency, handling specialized request workflows. Mentored and trained 5+ new consultants, accelerating ramp-up and improving team productivity.

Customer Support Training Mentorship Quality Assurance