Riya Lad

I’m a Dynamics 365 Support Analyst with 7 years of experience delivering enterprise application support, incident management, and Microsoft Dynamics 365 Managed Services. I focus on SLA-driven ticket resolution while partnering closely with stakeholders to keep services stable.

In my current role, I manage Dynamics 365 CRM support tickets by investigating reported issues and ensuring timely resolution against SLA commitments. I also troubleshoot user access, security roles, and Power Apps-related problems in collaboration with technical teams to resolve complex incidents.

Previously as a Senior Technical Support Associate (SME) at Kyndryl, I managed infrastructure and application incidents with a strong SLA mindset. I supported Intune, including device enrollment and application-related issues, and served as an SME mentoring team members and strengthening knowledge management.

Earlier at IBM as a Technical Support Representative, I provided Level 1 support for infrastructure and application incidents and service requests across contracted accounts. I delivered first-line support for Intune, including device enrollment and application installation/troubleshooting, with a track record of resolving technical problems through deep knowledge of hardware, software, and networking.