Ann Nirmal

About Ann Nirmal

Experienced IT professional with hands-on expertise in Microsoft 365 administration, infrastructure support, and incident management. Skilled in SharePoint, OneDrive, Microsoft Teams, Exchange Online, and PowerShell scripting for automation and reporting. Adept at managing multiple clients, delivering high-quality service, and ensuring operational excellence across parallel projects.Currently working as an Infra Managed Service Analyst at Accenture, where I manage day-to-day Microsoft 365 operations across multiple clients. I provide reporting and performance insights to stakeholders, handle ~50+ monthly incidents, and maintain a strong track record of zero escalations, SLA breaches, or security violations. In addition to my primary SharePoint/OneDrive responsibilities, I actively contribute to M365 cross-skilling initiatives and support multiple BAU projects to enhance service delivery.I am passionate about learning new technologies and continuously improving processes to deliver reliable and efficient IT services.My expertise includes:• Microsoft Technologies – SharePoint, OneDrive, Teams, Exchange Online, Office 365• Incident & Service Management – ServiceNow, SLA adherence, stakeholder communication• Reporting & Automation – PowerShell scripting, client reporting, performance metrics• Infrastructure Operations – Multi-client management, BAU support, escalation handling• M365 Cross-Skilling – Supporting multiple domains and projects simultaneously• Communication & Collaboration – Client engagement, cross-team collaboration• Problem Solving – Root cause analysis, zero-error service delivery, proactive issue resolutionCertified in AI-900, I am committed to continuous learning and keeping up with evolving technology trends.

Experience

1. Infra Managed Service Analyst

   Accenture

   Jun 2025 — Present · Bengaluru, IN

   Manage day-to-day operations across Microsoft 365 services (SharePoint, OneDrive, Teams, Exchange) for multiple clientsHandle 40+ incidents/month, perform incident investigation, resolution, and escalationUse PowerShell to extract reports, automate tasks, and generate performance insightsPrepare and deliver client reports highlighting key metrics and operational statusMaintain zero SLA breaches, security violations, or surprise escalationsActively contribute to M365 cross-skilled support across two domainsSupport multiple BAU projects simultaneously, collaborating with global teams

Education

• St. Thomas'​ College (Autonomous), Thrissur

  Bachelor's degree, Zoology/Animal Biology

  2020 — 2023