prashant mishra
@prashantmishra8
I improve enterprise Microsoft 365 support, identity management, and SLA performance.
IndiaWhat I'm looking for
I've delivered enterprise Microsoft 365, identity, and cloud support at Infrassist Technologies, reducing MTTR by 25% while resolving 70+ tickets daily across Exchange Online, Teams, SharePoint Online, and OneDrive. I administer Microsoft 365 and Microsoft Entra ID access for 1,000+ users, including provisioning, MFA, group memberships, and permissions.
Previously, I led 20 Service Desk Engineers at Cloudreach Technologies, improving first-call resolution by 15% and incident resolution efficiency by 30%. Across Cloudreach, Dell Technologies, and Wipro Technologies, I've combined ITIL-based ServiceNow operations, Windows and endpoint troubleshooting, technical mentoring, and documentation to improve enterprise service delivery.
Experience
Work history, roles, and key accomplishments
Cloud Engineer
Infrassist Technologies
Jul 2025 - Apr 2026 (9 months)
Delivered a 25% reduction in MTTR by resolving 70+ Microsoft 365 support tickets daily across Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive. Administered Microsoft 365 user accounts and Microsoft Entra ID identities for 1,000+ users.
Subject Matter Expert (Service Desk)
Cloudreach Technologies
Feb 2022 - Sep 2024 (2 years 7 months)
Led a team of 20 Service Desk Engineers, achieving a 15% improvement in First Call Resolution. Authored 50+ Knowledge Base articles and SOPs, reducing average ticket resolution time by 30%.
Delivered enterprise technical support for Windows 10/11 desktops, laptops, and peripheral devices. Resolved complex Windows and Linux installation and configuration issues.
Delivered Microsoft Office 365 support by troubleshooting Exchange Online, SharePoint Online, OneDrive, and collaboration platform issues. Resolved more than 20 customer support cases daily.
Education
Degrees, certifications, and relevant coursework
University of Mumbai
Bachelor of Commerce, Commerce
1994 - 1997
Bachelor of Commerce degree from the University of Mumbai, completed in 1997.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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