Fitness enthusiast and certified fitness trainer (CrossFit Level1 Trainer)
Active participation in local cricket leagues and community tournaments
KARUN SEHGAL
Technical Analyst
Canberra
Summary
Driven IT Professional with 11+ years experience in the ICT industry. Adept in collaborative problem solving, risk management and creative solutions. Passionate about bringing changes in businesses. Proficient in conducting primary and secondary research.
Overview
2025
2025
years of professional experience
4
4
Certifications
Work History
Technical Analyst
Syntacks Consulting Pty Ltd
02.2025 - Current
- Responsible for overseeing and managing the entire Microsoft 365 environment within an organization. This includes managing the infrastructure, services, users, security, and more to ensure smooth operations.
- User and License Management: Create and manage user accounts, including assigning roles and permissions. Assign and manage Microsoft 365 licenses based on organizational needs. Reset user passwords and troubleshoot login issues. Manage Office 365 Groups, Security Groups, and Distribution Lists.
- Security Management: Set up security measures such as Multi-Factor Authentication (MFA) and Conditional Access Policies. Regularly monitor security alerts and incidents using Microsoft Defender or Security & Compliance Center.
- Service Management: Oversee and maintain Microsoft 365 apps (e.g., Teams, Exchange, SharePoint, OneDrive, etc.). Administer Exchange settings, mailboxes, and policies. Create, configure, and manage Microsoft Teams channels, meetings, and settings. Configure SharePoint sites, OneDrive for Business, and data sharing policies.
- Monitoring and Reporting: Continuously monitor the health and performance of the Microsoft 365 services and address any issues that arise. Generate and analyze reports on user activity, service usage, and security incidents. Use the Compliance Center to perform audits and log management for compliance and internal monitoring.
- Troubleshooting and Support: Troubleshoot user issues related to Microsoft 365 apps, services, and accounts. Provide guidance and troubleshooting for end users when they encounter issues with email, Teams, OneDrive, etc.
- Incident and service request Management: Ensure that incidents and requests are reported, logged, and tracked in an incident/request management system. Oversee the resolution process and ensure that incidents are resolved within the defined Service Level Agreements (SLAs).
- Vendor Management: Identify potential vendors that can meet the organization's needs. This could include research, market analysis, and identifying reputable suppliers.
- Project Management: Overseeing the planning, execution, and completion of projects within an organization, ensuring that they meet objectives, are delivered on time, within scope, and within budget.
- Stakeholder Management: Identify all individuals or groups that have an interest in or are affected by the project, initiative, or organizational change. This includes internal stakeholders (employees, managers, executives) and external stakeholders (clients, customers, suppliers, regulators).
Sr. Consultant - Technical Design Consultant
Orange Business Services
10.2022 - 01.2025
- Sr. Consultant - Technical Design Team is considered a subject matter expert for business process.
- First point of contact for customer requests and responsible for technical validation to assure timely delivery of network services. Request includes ordering of MPLS/DSL circuits, SD-WAN solution, Routers/Switches/AccessPoints, Virtual Routers, etc.
- Responsible for checking the feasibility of the request with different internal teams in the domain and managing the complete life cycle of an order/request.
- Commercial manager: Responsible for pricing of each component lying under network services, request by customer as per the scope of work.
- Mentoring junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Delivering high-quality solutions for customer through comprehensive research and analysis of industry trends.
- Developing innovative strategies to address complex business challenges, resulting in increased profitability.
- Evaluate customer needs and create plan of action to provide solutions.
- Presenting findings and recommendations to stakeholders, effectively communicating key insights and action plans.
- Responsible for ensuring high level of data quality with respect to customer information and commercial parameters.
- Perform RCA on the issues occurred during technical validation, pricing and delivery.
- Manage end to end order delivery management to ensure the correct service is delivered at first time and within pre-set SLAs.
Service Request Management Professional
British Telecom
8 2021 - 08.2022
- Accountable for the end to end Service Request process performance on the contract and supports In-Life and Project requests coordinating with Project and Programme Managers, Design and Sales/Contract Management
- Primary interface for end-customer (typically IT Managers and IT Directors) and sales for service requests and advises the customer the best way to address the requirements (technical, service level and cost), escalations and reporting, coordinates with other teams for the delivery of customer service requests proposals and deliveries
- Manage complex commercial aspects of Service Request Management and responsible for creation of sales quotation and proposals
- Act in support of the contract's sales and business development strategy as applicable
- Deliver and Implement jeopardy management and reporting against contract SLAs (end to end from receiving customer request to order quality closure)
- Risk management - identifying, flagging and managing risks overarching the wider Service Request process or the contract support team
- Coordinates team of Service Request Coordinators including managing work allocation
- Monitor and manage performance on all Service Requests to achieve targets, i.e
- Quality Checks, Current SRM Professional Business Standards, contractual requirements and failure analysis
- Support mobilization and contract set-up including knowledge sharing with teams as well as set-up and configuration of systems and tools
- Accountable for the quality, accuracy and version control for all Service Requests documents, templates and guides
- Set and agree commercial and design guidelines for internal teams to apply
- Manage complaints/issues and qualify customer requests and direct them to the right process and team.
Senior Analyst-Customer Ordering
Orange Business Services India Solutions Pvt. Ltd
12.2015 - 08.2021
- Senior Analyst works independently and is considered a subject matter expert for business process.
- First point of contact for customer requests and validating them to assure timely delivery of network services.
- Responsible for checking the feasibility of the request with different internal teams in the domain and managing the complete life cycle of an order/request.
- Responsible for creating sales quotation and commercial proposal as per the customer requirements.
- Responsible for Pricing of each component lying under network services, requested by the customer as per the scope of the work.
- Revenue Assurance-Identifying, analysing & implementing new areas of revenue leakages/ Invoice rejections/Billing issues/credit tickets related to service requests placed by customer.
- Responsible for ensuring high level of data quality with respect to customer information and commercial parameters.
- Project management - by managing projects end to end such as commercial migrations , virtual router migrations & complex projects end to end such as SD-WAN, MLAN and DSL.
- Analyse early termination fee (ETF), pricing, Commercial approvals, contract expiry validations with various vendors, suppliers, pricing managers & investigate validity of charges, send output file to shared services and report exceptions if any.
- Identifying incorrect prices charged to the customer by preparing pricing validation files and raising credit requests as per the process.
- Perform RCA based on the exceptions and identify the source of the issues occurred during service delivery and revenue assurance.
- Manage end to end change management and order delivery management to ensure the correct service delivered at first time and within pre-set SLAs.
- Reporting: Prepare weekly and monthly requests tracking report/dashboards and conducting service reviews with the customer.
- Prepare weekly reports for quality analysis of the requests received.
- Also, reporting the status of critical projects to the customer and management on weekly basis.
- Responsible for conducting knowledge transfer training sessions, preparing process documents and SOPs on various tools and services.
- Responsible for process trainings of new resources and acting as a point of contact for their queries.
Client Tech Support Associate
Dell Technologies
06.2014 - 12.2015
- Responsible for providing technical support to the customers encountering problems using the company's products which includes Hardware, Softwares and Windows OS .
- Responsible for selling the support to the customers along with retention of customers through sale of new warranties.
- Negotiating prices, warranty, terms and conditions
- Reporting sales figures and customer complaints or concerns to higher management.
- Establishes and maintains systems that provide solutions to customer questions and problems.
- Ensures representatives are properly trained when old products are upgraded or new products are released.
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Identifies, researches and provides input on unique or recurring customer problems.
- Focuses on delivering a positive customer experience according to Dell standards.
Junior Engineer - Product Support
HCL Technologies Ltd - Business Services
01.2013 - 01.2014
- Responsible for incident logging, understanding the problem, independent assessment of impact and risks, ownership of the issue and the implementation of resolution to the customer's technical issues relates to Home Broadband, Telephone and TV services.
- Comprehensive knowledge in analysing the project requirements and meeting the metrics.
- Provides technical and non-technical support, including procedural documentation and relevant reports.
- Train new employees and explain business process clearly and efficiently.
- Assist management with scheduling, service protocol improvements, and quality assurance.
Education
Bachelor of Technology(IT) -
Rajasthan Technical University
Rajasthan, India01-2012
Skills
Network services
Telecom services
Microsoft 365 admin
Linux admin
Cloud Services
Technical Consultant
Project management
Vendor management
Service Request Management
Service Delivery Management
Revenue Generation
Pricing and Ordering Expert
Stakeholder Management
Customer Service Manager
Certification
CCNA - Cisco Certified Network Associate
Interests
Timeline
Technical Analyst
Syntacks Consulting Pty Ltd
02.2025 - Current
Sr. Consultant - Technical Design Consultant
Orange Business Services
10.2022 - 01.2025
Senior Analyst-Customer Ordering
Orange Business Services India Solutions Pvt. Ltd
12.2015 - 08.2021
Client Tech Support Associate
Dell Technologies
06.2014 - 12.2015
Junior Engineer - Product Support
HCL Technologies Ltd - Business Services
01.2013 - 01.2014
Service Request Management Professional
British Telecom
8 2021 - 08.2022
Bachelor of Technology(IT) -
Rajasthan Technical University
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