Shina A.

With 8 years of experience in Technical Support—including 3 years providing remote technical support at Microsoft, I have built a proven track record of successfully providing technical support for Microsoft products such as Windows, M365, OneDrive, Teams, and Copilot. I specialize in diagnostics, technical troubleshooting, user education, and process optimization, handled triage and escalation reporting, knowledge management and excelled at administrative support roles, data entry, performance evaluation and reporting. I have led high-performing support teams to improve customer satisfaction, reduced MTTR, and increased SLA compliance rates. I am passionate about enhancing customer engagement and driving product adoption through data-driven and product-led support initiatives. I take pride in resolving technical issues, delivering exceptional user experiences, and fostering long-term customer loyalty, all grounded in integrity and professionalism. Highly interested in technical or customer support roles that are not only focused on Microsoft 365 but on other technologies, as well as opportunities to optimize customer experience. I am flexible and experienced in working across multiple time zones, supporting global customers effectively.