Microsoft

Product Line: SCCM & Intune, with Support Engineer, Sr. Support Engineer & Support Escalation Engineer reporting to me directly.  
 
•	Provide guidance and coaching to team to produce a positive customer outcome.
•	Manage the day-to-day support business within your team ensuring operational standards and good practice are applied.
•	Foster collaboration with other technology teams to improve the customer experience.
•	Work with TA/ Readiness leads/Learning & Development Team and make sure available learning capabilities are leveraged to ensure team readiness
•	Establish connections across CSS and externally (to Engineering and Microsoft Services) to influence and improve team effectiveness.
•	Contribute to the success & implementation of programs/ Initiatives and Product, Technology, Service, Solution and Process improvements
•	Regular discussion with Engineering Team or product team Taking care of employee’s growth and ensuring they are regularly updated on the new release or patch.
•	Act as a Customer Aligned Manager where applicable and ensure a positive customer support experience for an assigned Microsoft Top Account – across other teams and technologies

Manager

Accenture

•	Building company culture; positively influencing work environment  
•	Responsible to manage Chemical Industry Client and day-to-day operations including client escalation; involved in completing successful transition of various technologies including new products implementation.  o Successfully implemented various process which resulted a better and successful delivery  
•	Handling the entire management of teams at Saudi Arabia, Kolkata & Bangalore, having a strength of 150+ members.  
•	Managing multiple towers which play critical role in IT Development and new technology implementation.  
•	Leading all existing as well as new sales and solutions initiative / efforts such as RFIs, RFPs etc.; conceptualization and creation of Collateral for presentation/solution.  
•	Playing the role as Solution Head for MIS/Reporting, Budgeting, Senior Management discussions/presentation and Goal / Target ownership.   
•	Engaged in discussions with ISU’s/Account /Sales for RFI, RFP etc.; holding meetings and presentation with clients.  
•	Working directly with client and on shore delivery team ensuring proper growth of IT Infrastructure.  
•	Proficiency in the development of framework and user interfaces (UI) for various products that facilitated development efforts and made the product customer friendly, this helped in getting repeat orders  
•	Well versed with end-to-end development of ELEARNING projects from inception, requirement specifications, planning, designing, implementation, configuration management, documentation and closure with cross-cultural teams.   
•	Extending adequate resources for effective team performance to enhance overall development.  Established methods and assumptions to improve performance levels, systems and processes for day-to-day activities.  
•	Spearheaded efforts, effectively communicated long-term/generic plans to the team to reach the specified objectives. Identified and created opportunities for the growth of colleagues.

Capgemini

•	Managed overall operations and accountable for the effective and successful management of labor, productivity, quality control  
•	Interviewed, selected and hired; trained new and existing employees; led planning, assigning and directing work; authored and discussed with employees performance appraisals  
•	Addressed employee performance and corrective action plans; employee motivation and rewards  
•	Took various measures to put impact on reducing attrition and improving retention of key talent  
•	Managed client’s accounts in day-to-day operations including client escalation, for 7 major clients of Capgemini.   
•	Handled a team of 23 people with 24/7 projects which involves both Technical Support and Incident Management.  
•	Worked in US as a transition manager and involved in smooth movement of the entire business ensuring minimum impact on end users.  o My account included Change Management, Incident Monitoring, Application Management and monitoring along with Level L0 & L1 support.  
o	Have 24/7 account which provides support globally and responsible for maintaining Servers at different location.  
o	Most of my accounts are based UK/Eastern Europe and US  o Involved in various transition and planning of new projects to ensure increase in business  
•	Implemented good number of process which not only increased the existing business but also adding new business to our unit.   
  
Highlights / Achievements:  
•	Awarded for going extra mile with customer delivery and support functions

Operations Lead

•	Provided technical subject matter expertise to enterprise clients worldwide for Packaging MSI applications based on Windows Installer concepts.  
•	Worked with Software Deployment at client side on OS and product like Visual Studio and Team Foundation Server; handled deployment issues on MSI and Click once technology.  
•	Worked on Visual Studio, .NET Framework installation and setup; handled Active Directory setup and Hyper V management.   
•	Provided 3rd tier technical support to professional developers and premier client of Microsoft on .Net, Visual Studio and also got into a SME (Subject Matter Expertise).  Delivered technical triages and brown bags to Tier 3 engineers and other SMEs.  
•	Monitored schedule adherence of the associates & maintained an overall service quality of the team through 1:1 coaching and feedback to team members.   
•	Undertook Smart Hiring for Microsoft to improve overall business operations skills and soft-skills.

Support Engineer

Knoah Solutions

Electronic Support Officer

Clarixxon Technologies Limited

Software Engineer

•	Distinction of winning the Microsoft GPGP Award 2008/2009 as well as Capgemini Business Excellence Award 2010/2012/2013.  
•	Distinction of winning:  
o	Architecture of Excellence Award for FY07/Q4 , FY08/Q2 and FY10/Q1.   
o	Multiple SPOT Awards exceeding customer experience and maintaining 100% CPE for 3 back to back Quarters.  
•	Recognized as Best Performer of the year in consumer support cluster.  
•	Delivered a high customer partner experience result.

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