Mark Antony Stephen Roach
Specialist at HCL Technologies
- Role
- Senior Quality Analyst at HCLTech
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Mark Antony Stephen Roach
Technical Support Specialist | Microsoft 365 SpecialistCurrently supporting global teams at the World Bank with deep expertise in Microsoft products.Dedicated to delivering efficient solutions that improve user productivity and support business goals. Always eager to learn and take on new challenges in the cloud and collaboration space.Always learning, always building — one ticket, one script, one breakthrough at a time.
Experience
Senior Quality Analyst
Nov 2025 — Present · Bengaluru, IN
Evaluated Service Desk calls, chats, and tickets to ensure SLA, quality, and ITIL compliance.Provided actionable feedback and coaching to improve FCR, CSAT, and resolution quality.Analyzed quality trends and shared insights to drive continuous process improvements.Partnered with team leads and operations to enhance overall service delivery.
Education
Sri Krishna arts and science college
Bsc, software systems
2018 — 2021
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