Headline

Cloud Support Engineer | Windows, Office 365 & System Troubleshooting | Building Skills in Azure & Cloud Engineering

About

Cloud Support Engineer with 4+ years of experience troubleshooting enterprise environments across Windows systems and Office 365. Currently working at Accenture, handling end-to-end issue resolution related to applications, systems, and cloud-based tools. Skilled in root cause analysis, incident handling, and resolving high-volume technical issues in fast-paced environments. Actively building expertise in Azure and cloud engineering to transition into a dedicated cloud role. Core Skills: • Windows Troubleshooting • Office 365 Administration • Incident & Problem Management • Root Cause Analysis • Basic Cloud Concepts (Azure) Focused on moving from support to cloud engineering by strengthening hands-on technical skills.

Location

Greater Bengaluru Area

Work experience

Cloud Tech Support Associate at Accenture, Sep 2024 - Present · 1 yr 10 mos, Cloud Tech Support Associate – Accenture · Manage incident queues and backlog tickets through ServiceNow while maintaining SLA compliance. · Handle 60–80 incidents and service requests daily including triage, troubleshooting, prioritization, escalation, and resolution activities. · Troubleshoot Microsoft 365, Outlook, Windows, user access, application, and cloud-service related issues. · Coordinate with Network, Infrastructure, Security, and Application teams to ensure timely resolution of incidents. · Track ticket aging, perform follow-ups with users and resolver groups, and drive backlog reduction activities. · Generate operational reports and monitor SLA performance, ticket trends, and service delivery metrics. · Maintain ownership of incidents through closure while providing stakeholder updates. · Contributed technical solutions and process improvements that led to the creation of new Knowledge Base (KB) articles.

Technical Support Associate at Accenture, Sep 2024 - Present · 1 yr 10 mos

Senior Engineer specialist at Concentrix, Dec 2021 - May 2024 · 2 yrs 6 mos, Bengaluru, Karnataka, India, • Engage with customers to troubleshoot technical issues promptly and professionally. • Act as the first point of contact for queries related to Windows OS, Office 365, and other software platforms. • Provide clear and concise explanations to customers, ensuring their understanding of solutions. • Diagnose and resolve technical problems efficiently. • Collaborate with cross-functional teams to address complex issues. • Escalate critical cases as needed, following established protocols. • Maintain accurate records of customer interactions, troubleshooting steps, and solutions. • Contribute to knowledge base articles and FAQs to enhance self-service options for customers.

Education

Bachelor of Business Administration - BBA, Business Administration and Management, General, VET First Grade College

Pre University, Business/Commerce, General, The Oxford College of Education, Bengaluru