Jan 2019 – Nov 2022 · 3 yrs 10 mos · India

• As a Senior Program Manager at Microsoft, my role was to identity opportunities to strategically place self serve digital assets & automate diagnostics, log analysis which reduce customer effort.
• I led the deployment of introducing the first Virtual Agent on Microsoft Services Hub Portal resulting in ~40% self help success.
• Along with the Virtual Agent, I led the deployment of Windows Activation & Active Directory troubleshooter in Microsoft Support & Recovery Assistant (SaRA) tool.
• I also led the deployment of an internal only tool leveraging Machine Learning which automated log analytics reducing log analysis times from ~3 hours to under 20 minutes.

Jun 2013 – Jan 2019 · 5 yrs 7 mos · India

• As a Supportability Program Manager, my role was to improve current and future products for Windows Client / Windows Server & drive Windows product quality in close partnership with the Windows engineering teams.
• I owned the world wide Supportability for Windows Server Remote Access (DirectAccess) resulting in releasing several new fixes / automation which resulted in a more stable remote access feature. I also owned the global Supportability of Windows Group Policy, Hyper V, Software Defined Networking (SDN) and several other Windows Client and Server Components.
• I provided advocacy on behalf of Microsoft support, customers, and partners to the Microsoft Product Groups; driving for product solutions and improvement and support experience impacts.
• I also authored the Window Server 2016 technical training prior to it s release and delivered it to Microsoft internal teams

Jan 2008 – Jun 2013 · 5 yrs 5 mos · India

• Conduct regular technical triages and case reviews for partner support, escalation engineers.
• Consult, collaborate and take escalations from partner escalation engineers when necessary.
• Lead cross-technology virtual efforts with the product team to assess future needs.
• Drive the development and management of content for the team.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
• Contribute technical feedback for performance evaluations of partner Support Engineers, Senior Support Engineers and Technical Leads.
• Proactively contribute to partner support engineers, senior support engineers’ technical leads technical development.
• Proactive case reviews, ownership of escalated cases and provide regular feedback to partner TLs and management
• Drive technical triages across teams
• Mentor partner support, escalation engineers and partner Technical Leads
• Facilitate the timely resolution of customer issues by assisting partner support engineers, senior support engineers and Technical Leads on phone, IM, email
• Facilitate case escalations with engineers.
• Ensure engineers meet case SLAs, case wellness guidelines, with an emphasis at the Product Unit level.
• Travel to a remote Partner sites to mentor partners and deliver technical training for future product releases readiness

Oct 2005 – Jan 2008 · 2 yrs 3 mos · India

• Represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products. Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; which includes support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill. Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Report software bugs and customer suggestions.
• Develop specialized low level expertise in complex MS technologies. Mentor and share information improving overall knowledge of group or organization.

Apr 2004 – Oct 2005 · 1 yr 6 mos · Gurgaon, India · On-site

• Entrusted with the additional responsibility of training the new recruits.
• Administered the entire Microsoft EPS Directory services for providing technical support solutions for Professional contract small, medium, and large enterprises.
• Authorized representative of the organization for professional customers for solving their technical problems related to directory services
• Successfully resolved the escalated issues for Microsoft Windows Server (Active Directory Services)

Oct 2002 – Apr 2004 · 1 yr 6 mos · Jalandhar · On-site

• Liable for managing testing and configuration of the variety of products (hardware and software)
• Handled the active directory management and disaster recovery.
• Carried out changes to operating systems, applications
• Involved in downloading / uploading data from Servers and managing the entire Windows 2000 Domain Environment