Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Swapna Reddy Voorvakila

Atlanta,GA

Summary

Microsoft Services Technical Support professional with over 4.2 years of experience delivering technical support for cloud solutions, focusing on Microsoft SharePoint Online, Teams, and OneDrive. Demonstrated expertise in troubleshooting, knowledge base creation, and client satisfaction. Proven ability to collaborate with cross-functional teams and train junior members, enhancing service efficiency and team capability.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Microsoft Office 365 Technical Support Engineer

Accenture
02.2020 - 04.2024
  • Provided worldwide technical support for Microsoft Services Online
  • Served as primary point of contact for support relating to owned solutions and products
  • Earned recognition from management for consistently delivering exceptional service quality
  • Created external user accounts and assigned permissions for Teams groups & SPO Sites
  • Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services
  • Maintained response times to support business continuity.
  • Deliver technical support for cloud solutions, resolving complex issues to enhance client satisfaction.
  • Created knowledge base articles based on common issues related to SharePoint Online, Microsoft Teams and OneDrive.
  • Implement troubleshooting, reducing resolution time and improving service efficiency.
  • Collaborate with cross-functional teams to develop and deploy cloud-based solutions, ensuring seamless integration.
  • Handled very high priority issues with in short period of time.

Education

Bachelor of Technology - Electrical, Electronics And Communications Engineering

Gitam University
Bengaluru
08.2018

Skills

  • Knowledgebase Creating
  • Microsoft Teams Admin
  • SharePoint Online Admin
  • Technical Troubleshooting
  • Ticket management
  • Problem-Solving
  • Root Cause Analysis
  • Remote Support
  • Access issue resolution
  • Teamwork and Collaboration
  • Customer Support
  • Training and mentoring

Certification

MS-900

AZ-900

Languages

Telugu
Native or Bilingual
English
Professional Working

Timeline

Microsoft Office 365 Technical Support Engineer

Accenture
02.2020 - 04.2024

Bachelor of Technology - Electrical, Electronics And Communications Engineering

Gitam University

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Swapna Reddy Voorvakila