Technical Lead for Critical Support for Microsoft Teams process at LTI Mindtree.ltd (2021-08 – Present)
Currently in the position of Acting technical lead/Escalation Engineer, supporting Partners of Microsoft in Critical Situation (CRITSIT) /High Business Impact support Team.
- Expertise in troubleshooting MS Teams
- Handling Team and their performance
- To manage productivity and performance of aligned team as per business requirements
- To provide next course of action plan on ticket if engineer reaches Technical Roadblock
- Regular ticket reviews to ensure and deliver quality of service to customers
- Create and manage ICM requests with MS Product Group for any bug or design change
- Deliver triages and trainings to team about latest product and business updates
- Handles Political escalation of Partners/Customers and ensures resolution delivery
- Regular connects with Client (Microsoft TA) to justify Dsat tickets
- Exchange integration with Teams
- Basic knowledge of Azure virtual desktops
- Basic knowledge of Intune management portal
Sr.T1 Engineer for Microsoft Teams & Skype for Business at Concentrix Private Limited (2019-11 – 2021-07)
- Expertise in troubleshooting MS Teams
- Managing Teams Admin center
- Managing O365 Admin center
- Azure Active Directory admin center basics
- SFB to Teams Migration
- Teams PowerShell and troubleshooting on below issues: Teams External and Guest Access, Auto-Attendant and Call-Queue and Teams Direct Routing issues
- PSTN Calling
- Assist in setting up group policies for the domain
- Manage Active Directory components
- Creating and assigning of Policies for teams, channels and user Accounts
- Assisting in Setting up Teams meeting Rooms
- Resolving issues regarding Teams Meeting
- Fiddler Logs Study
- NGC logs study for call flow
- SharePoint And OneDrive integration with Teams
Sr.Support Engineer for Intel Process for NOAM region at Infosys Private Limited (2017-08 – 2019-11)
- Prepared references for users by writing clear operating instructions
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Provided solutions to operations issues for users of Windows and Intel Personal tools, working closely via phone, email, live chat and web teleconference with end users
Data Analyst at WNS Global Service (2016-01 – 2017-07)
