Cimpress India

Senior Cloud Engineer

LTIMindtree

Role: 
Technical Lead

Client/Project : 
Microsoft Premier Support

Technology: 
Microsoft 365 & SharePoint

Awards & Recognition:
Star Performer - Technical Lead SPO | Aug 2023

Specialist - System Management

Role: 
Technical Lead

Client/Project: 
Microsoft Premier Support

Technology: 
Microsoft 365 & SharePoint

Awards and Recognition: 
Certificate of A-Team | Dec 2022
Certificate of Leadership | Dec 2022

Technical Specialist

Concentrix

Client: Microsoft

Task:
• Provide support and consulting services in Premier line of Business as a Microsoft Support Representative.
• Provide Premier Support for Level 2 and Level 3 escalation for business impact scenarios.
• Working on Severity A cases and critical scenarios to avoid business impact for Microsoft Customers.
• Provide timely support and maintain service level agreement for solution delivery.
• Research and provide alternate workarounds/solutions for unsupported features/functions on SharePoint online.
• Discussing Technical roadblocks and challenges with Microsoft Escalation and Product Team.
• Handle a team of 6 Premier Level 1 Engineers and tracking tickets for timely resolution.
• Provide knowledge sharing sessions and triages to level 1 engineers to decrease the knowledge gap and upskilling of engineers.

Senior Escalation Engineer

Client: Microsoft

Task:
• Provide support and consultation services in Premier line of business as a Microsoft 365 level 2 engineer to customers on tickets.
• Manage a team of 6 premier level engineers, handle escalations, upskill engineers and prepare them for next role.
• Collaborate and work with Microsoft Escalations and Product Team to deliver solution to Microsoft customers.

Escalation Engineer

Client: Microsoft

Task:
• Provide support in Premier line of business as a Microsoft 365 Level 1 Senior Support Engineer on tickets.
• Provide timely support, research and provide solution or workarounds to customers to achieve their end goals.
• Take technical triages within team and upskill other engineers to decrease the knowledge gap.
• Demonstrate strong team player capability and collaborate effectively within team.
• Mentor and provide on job training to new recruits in production.

Subject Matter Expert

Client: Microsoft

Task:
• Worked in Premier line of business as a Microsoft 365 Level 1 Support Engineer on tickets.
• Handle level 1 cases, provide timely support and maintain service level agreement for solution delivery.
• Research, troubleshoot and provide solutions or workarounds to Microsoft customers to meet their requirements.

Sr. Advisor I, Technical Support

Wipro Limited

Client: Microsoft

Task:
• Provide technical support for Microsoft Premier customers who use Microsoft Office 365 & SharePoint Online.
• Ticket/case management in RAVE 2.0 tool.
• Follow escalation matrix for resolution and provide support on remote access.
• Work with Premier customers and provide break-fix support and solutions on tickets.
• Take triage meetings and conduct training sessions to share knowledge with other engineers and develop customer solutions efficiently.

Technical Consultant

Likeable and dedicated Microsoft 365 Administrator & Consultant with over 6 years of experience in IT consulting services company. Eager to offer superb analytical and troubleshooting skills to exceed client requirement and expectation.  In previous roles recognized for excellent communication, technical & leadership skills. Also, focused to deliver quick solution to reduce client wait time.

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