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Sindhu Vasthare

@sindhuvasthare

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Results-driven IT professional with expertise in technical support.

India

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What I'm looking for

I am looking for a role that values innovation and offers opportunities for growth.

I am a results-driven IT professional with over a decade of experience in technical support, network administration, and customer engagement. My expertise lies in Windows administration, Active Directory, Office 365, Microsoft Exchange, and network protocols. I have a strong background in troubleshooting, deployment, and maintenance of enterprise IT systems, which has allowed me to enhance operational efficiency and improve customer satisfaction.

Throughout my career, I have successfully led initiatives that increased customer engagement and satisfaction. For instance, during my recent role as a Proactive Grace Support Ambassador at Upwork, I significantly improved customer reachability from 72% to 89% within two months. I am passionate about leveraging AI and automation to drive productivity and business growth, and I am recognized for my exceptional problem-solving skills and commitment to continuous learning.

Experience

Work history, roles, and key accomplishments

Springboard Intern

Microsoft

Jan 2024 - Mar 2024 (2 months)

Interned at Microsoft through the Springboard program, focusing on reducing response times and conducting team sessions to address challenges and opportunities.

Team Collaboration Response Time Reduction Communication Problem Solving

Proactive Grace Support Ambassador

Upwork

Jan 2023 - Oct 2023 (9 months)

Engaged with premiere customers to understand non-renewal reasons and guide them on product usage, particularly Microsoft Copilot. Increased customer reachability from 72% to 89% and achieved a CSAT of 97%. Documented feedback for engineering teams.

Customer Engagement Technical Support Problem Solving Communication Training Customer Satisfaction Feedback

Associate Consultant

DXC Technologies

Oct 2018 - Mar 2020 (1 year 5 months)

Provided post-mailbox migration support for Office 365 users and updated customer contact details for critical incidents, improving turnaround time.

Office 365 Customer Support Incident Management Communication

Network Engineer

NTT Data

Jul 2018 - Jul 2019 (1 year)

Created DIY documents for Office 365 groups and mailbox permissions, significantly reducing ticket flow and improving user satisfaction.

Office 365 Documentation User Support Ticketing Customer Satisfaction

Senior Support Engineer

Wipro Technologies

Mar 2015 - Dec 2016 (1 year 9 months)

Managed PST migrations and troubleshooting, conducted training sessions on ITIL processes, and improved SLA targets through proactive measures.

PST Migration ITIL Customer Support Training SLA Management

Exchange Administrator

Microland Limited

Jul 2013 - Jan 2015 (1 year 6 months)

Managed user mailboxes and created transport rules, automating processes to enhance efficiency and reduce manual labor.

Automation Technical Support Process Improvement

Windows Administrator

Microland Limited

Jul 2012 - Aug 2012 (1 month)

Handled user account management in Active Directory and developed standard operating procedures to streamline processes.

Active Directory SOP Development Technical Support

Engineer Trainee

Microland Limited

Feb 2011 - Jun 2012 (1 year 4 months)

Provided first-level support and generated MIS reports, quickly promoted from intern to full-time employee due to performance.

Technical Support Reporting Communication Incident Management Problem Solving

Education

Degrees, certifications, and relevant coursework

City Engineering College

Bachelor of Engineering, Information Science & Engineering

2006 - 2010

Grade: 67%

Completed a Bachelor of Engineering (B.E) in Information Science & Engineering with an aggregate of 67%. The program covered various aspects of information science, including software development, data management, and system analysis.