# Merol Menezes

Merol Menezes is a remote worker on Himalayas, SW / App / Cloud Tech Support Analyst at Accenture, based in India.

Source: https://himalayas.app/@merolmenezes

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 1389k+ INR |
| Job categories | Technical Support Analyst, ServiceDesk Engineer |
| Skills | Technical Support, Microsoft 365 Administration, Azure Active Directory, Microsoft Entra ID, Exchange Online, Intune, Active Directory, PowerShell, VSphere, VCenter, ServiceNow, Incident Management, Problem Management, Ticket Management, IAM |
| LinkedIn | https://linkedin.com/in/merol-menezes-045a6815a |

## About

```text
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

### SW / App / Cloud Tech Support Analyst (current)

[Accenture](https://himalayas.app/companies/accenture). Nov 2025 - Present

```text
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.
```

Skills: 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

```text
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%.
```

Skills: Active-Directory, PowerShell, ServiceNow, VPN, MFA, Remote-Access, hardware-troubleshooting, Software-Troubleshooting, SLA-Management

### Advisor – Technical Support

[Concentrix](https://himalayas.app/companies/concentrix). Mar 2023 - Jan 2024

```text
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.
```

Skills: VSphere, VCenter, License-Management, Knowledge-Base-Documentation, Customer-Support, Escalation-Handling

### Consultant – Customer Support

[24-7 Intouch](https://himalayas.app/companies/intouchcx). Jan 2021 - Aug 2022

```text
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.
```

Skills: Customer-Support, Training, Mentorship, Quality-Assurance

## Education

### St. Joseph's College, Bengaluru

Bachelor of Commerce, Marketing Management and Research

```text
Bachelor of Commerce degree in Marketing Management and Research, completed in April 2020.
```

## Tech stack

- PowerShell
- macOS
- Windows
- Azure Active Directory
- VMware vSphere
- ServiceNow
- Microsoft Entra ID

To contact Merol, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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