Mahendran G

About Mahendran G

B.E.(Electronics & Communication) professional with over 3 years of experience in IT Infrastructure Management, Server Administration, System / Network Administration and Storage Support Functions• Worked as Infrastructure Engineer with Cable & Wireless Communications (CWW), ITPL, Bangalore•Currently working as Escalation Engineer for Sharepoint Environment in Microsoft.• Adept at mapping IT requirements, custom designing solutions & troubleshooting for complex Information Systems Management – Infrastructure Management• Hands on experience in managing the overall configuration and maintenance of application servers• Skilled in designing Backup Strategy & ensuring scheduled / unscheduled backups as per the backup plan• Abilities in managing the Server Operating System and maintaining the integrity of the Server performance• Possess excellent problem solving, people management and analytical skills

Experience

1. Senior Technical Advisor

   Microsoft

   Jun 2024 — Present

   As a Sr Technical Advisor in the PTA space, I lead strategic initiatives that elevate support performance, partner experience, and AI-driven transformation across global teams. My core focus lies in Copilot and AI enablement, where I drive readiness, adoption, and innovation through structured engagement, technical depth, and operational excellence.Optimized global support performance and partner experience by leading dual-location Copilot/ODSP teams, driving key KPIs through structured engagement and accountability with delivery partners.Elevated customer satisfaction and reduced pain points by analysing partner feedback, identifying root causes of dissatisfaction, and implementing targeted recovery strategies across Copilot and M365 support areas.Enhanced operational efficiency and case handling quality through rigorous ticket reviews, documentation audits, and actionable process improvement recommendations, especially in Copilot case routing and manifest file handling.Aligned team performance with strategic business goals by setting measurable OKRs, monitoring progress, and linking delivery strategies with stakeholder priorities, including readiness and training initiatives for Copilot.Scaled global readiness and support innovation by collaborating with Supportability, Engineering, and L&D teams to drive systemic improvements in tooling, diagnostics, and knowledge content for Copilot and AI scenarios.

Education

• Sri Jadadguru Renukacharya Pre university College (SJRC)

  PUC

• Nitte Meenakshi Institute of Technology

  Bachelor of Engineering (BE)

• CBSE Parachute Regiment School

  10th

Skills

• Sharepoint
• Dns Server
• Virtual Servers
• Vendor Management
• Six Thinking Hats
• Microsoft Exchange
• Vmware Esx
• Active Directory
• Windows Server
• Dhcp
• Backup Solutions
• Troubleshooting
• Office 365
• Print Servers
• Sla
• Sharepoint Designer
• Microsoft Office 2010
• Vmware
• Networking
• Office 2010
• Virtualization
• Sharepoint 2010
• IT Service Management
• Lync Server 2010
• Vmware Esxi
• Microsoft Technologies
• Six Sigma
• Technical Support
• Itil
• Computer Hardware Assembly
• Sharepoint Online
• Lync
• Integration
• Operating Systems