Dedipya Chakraborty

Technical Process Specialist @Infosys

Hyderabad, IN

Monitored and improved agent performance across QA, productivity, and attendance, achieving 90%+ QA compliance consistently.Conducted regular coaching sessions based on QA feedback, survey results, and ticket observations, leading to a 25% improvement in team efficiency.Troubleshot technical issues related to Windows & macOS, VPN connectivity, login failures, and Outlook configuration problems.Provided support for Microsoft 365 applications — including Outlook, Teams, OneDrive, and SharePoint — ensuring seamless functionality and user satisfaction.Managed Active Directory and Azure AD for user account administration, password resets, and access management.Delivered remote support for collaboration tools such as Teams, Slack, Zoom, and others to maintain uninterrupted communication workflows.Handled ServiceNow ticketing operations, ensuring SLA compliance, accurate documentation, and timely issue resolution.Resolved Office 365 and Exchange-related issues, including mailbox errors, calendar sync failures, and email delivery problems.

University Of North Bengal

Bachelor's degree

Margaret sister Nivedita English High school

Student