At Concentrix, I delivered technical support for Microsoft Defender for Office 365, investigating threats, tuning security policies, and remediating alerts for global clients. I achieved 90%+ SLA adherence on Tier 1/2 cases and improved client CSAT from 72% to 90%.
I also supported Exchange mail flow, Safe Links, Safe Attachments, quarantine management, and Microsoft Purview Compliance tools. I troubleshot Entra ID authentication issues and used Microsoft Copilot to help streamline threat remediation.
At Cognizant, I managed Microsoft 365 software asset and license operations, including provisioning, license reallocation, and compliance reporting. I reduced license wastage by 20% and resolved 40+ ITSM tickets per day with 95% SLA compliance.
