Headline

Unified Communications Engineer at Microsoft

About

Currently working as Unified Support Engineer at Microsoft. As a part of this role I assist Microsoft Customers Globally by Technically Advising, Implementing & Troubleshooting issues related to Skype for Business, Teams & Lync infrastructure. Enterprise Voice related configuration and Good knowledge of SIP. Basic Knowledge on other technologies like ADFS, DNS, DHCP, SQL (for Skype for Business) Skype for Business Online (O365) Working knowledge of Skype for Business 2015 and Skype for Business 2019 Servers, and Microsoft Teams. Hands on experience on troubleshooting tools like Snooper, Wireshark, Fiddler etc.

Location

Delhi

Work experience

Unified Communications Engineer | Microsoft Teams at Microsoft, Jul 2020 - Present · 6 yrs, Bengaluru, Karnataka, India, - Working with Teams infrastructure currently. - Hands on experience working with various types of environments and knowledge on SIP basics. - Handled issues including Sign in, IM, Mobility, EWS, Federation, Presence, OWA integration, Address book, contact card, Service start up etc related to Skype and Teams. - Treated customer (UK, US, India) issues based on the priority and exceeding expectations and ensuring customer satisfaction - Going the extra mile by not only resolving client issues/queries but also providing additional information regarding the issue and sharing the relevant articles and educating the clint in the process - Maintaining great rapport with the client and always keeping them engaged and involved during the troubleshooting stage - Collaborates with multiple teams if required during the issue and staying as the POC for the customer and driving the case by taking full ownership. - As a part of this role, been known for continuous client obsession and satisfying their infrastructural needs.

Security Project Engineer at Wipro Technology, Sep 2016 - Jul 2020 · 3 yrs 11 mos, Greater Delhi Area, ●Managed a team of 10 members who takes care of ticket assignment, timely daily, weekly along with the incidents and escalation raised anytime. ●Experience in resolving the Services Requests, Incidents and Escalations within the given SLAs with the customer satisfaction. ●Documented and tracked all received requests in incident management system ●Collected and updated data to assist with customer issues and concerns related to Windows, Servers, Network folders, VPN, Active Directory, Incident Management, Office 2010,2013,2016, Skype For Business. ●Management of user creation, privileges, roles, password etc. ●Ensuring to provide any access, any password reset and any new ID creation, only after verifying complete details of the user, from the database. ●In case of any mislead or misrepresent in the request raised, communication with user takes place using Microsoft Office Communicator. ●If required, helped the customer and resolved the issue by taking remote access as well. ●Ensuring continued operability of all SRs, Incidents raised for the services for a 24x7 environment. ●Raising CMR'S and involved in implementation and review for the same. ●Creating database manually, for the team, basically assigning the complete day task (service requests, incidents, escalations) to all the team members as per their availability. ●Maintaining the records of the SRs, Incident and Escalations, complete and incomplete in Service Now tool. ●Maintaining and providing Knowledge Transfer (KT) to the new joiner to the team. ●Working on migrations, upgrades, user’s issues for the Service Now and Mainframe Technology. ●Lead the coordination and direction for the completion of task between the team. ●Capable of Handling Shifts Alone and work under pressure. ●Good experience with customized reporting on compliance for these technology/tools-preparing Compliance reports and working on points closure.

Education

Bachelor of Technology - BTech, Electrical and Electronics Engineering, KRISHNA ENGINERING COLLEGE, GHAZIABAD

SSC, Physics, Chemistry & Mathematics, Kids Corner Happy Sr. Sec. School