May 2022 – Present · 4 yrs · Pune District, Maharashtra, India

Oct 2014 – Nov 2022 · 8 yrs 1 mo · Pune/Pimpri-Chinchwad Area

• Leading a team of Tier-1/Tier-2 & Tech Lead’s, working on Microsoft Windows Server Technologies.
•  Adherence to the SLAs- productivity, TAT & Accuracy.
•  Review daily key operational variables & develop back up and contingency plans.
•  Interaction with the Clients (SDM/Tech Support Leads) on daily basis to share the business updates.
•  Provide subject matter expertise on processes.
•  Update Manager on process performance and critical people issues.
• Identify potential people issues amongst the team & resolve the same on a proactive basis.
•  Provide process problem resolution assistance to teams via one-on-one discussions and coaching sessions.
•  Provide coaching and feedback to team members.
•  Conduct regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolution.
•  Assist new hires such that they are productive on the floor in the shortest possible time frame.
•  Performance Management of the team.
•  Handle all logistics related issues: roster management, shift rotations.
• Responsible for managing appraisal cycles, leave management, attendance, retention management and other day-to-day administrative jobs.
•  Playing a decisive role in recruitment of new Engineers and TL’s on the floor.
•  Managing LOB data and Statistics.
•  Point of contact for client communication.
•  Doing the SWOT Analysis periodically to maintain/improve the business.

Aug 2010 – Oct 2014 · 4 yrs 2 mos · Pune/Pimpri-Chinchwad Area

•  Demonstrate fact-base, analytical approach to meet SLA and implementing the improvement as a Duty Manager.
•  Overseeing Intra-city & Inter-departmental co-ordination (Microsoft, H.O Delhi and USA).
•  Handling on-boarding calls for enhancing the service delivery.
•  Keep a constant watch on queue for sudden spikes in call volumes and report the same.
•  Manage the long-term and daily operations of the Perth Technical Support Call Center which offers first and second level 24/7 support to a growing customer base.
•  Record and track issues and report on incidents by status, age, customer, functional area, program module, and severity to allow for ongoing reporting and trending of case volumes and metrics for analysis of business needs.
•  Create and provide trending reports to management.
•  Review incidents to ensure they are being responded to and resolved within the defined Service Level Expectations and have a quality and accurate solution defined in the ticket notes.
•  Facilitate resolutions and troubleshoot escalated support incidents, including critical and urgent customer situations that require high visibility and frequent updates to executive leaders and the customer base.
•  Coordinating inter-site with counterparts for proper dispatching of the incidents as per the Incident details and Client/Customer requirements to other technical Resources.
•  Responsible for technical and business contact between Microsoft engineers and customer.
•  Support is provided across multiple product lines and this individual should be able to contribute to the operational plan and development of processes to ensure scalability for a growing customer base that receives critical support 24/7.
•  Additionally, this position handles customer escalations and facilitates resolutions for priority items, while adhering to Microsoft’s best practices and the continuous innovation of the global technical support team.

Aug 2008 – Aug 2010 · 2 yrs · PUNE

• Providing Enterprise Platform support to Business Clients
• Manage Contact required cases.
• Roles of Setup Group:
• Disaster Recovery
•  Troubleshoot No Boot issues.
•  Kernel Bug checks Analysis.
• Backup /Restore
•  Use Ntbackup for taking System state or Complete Backup.
•  Use Ntbackup for restoring the backups.
•  Troubleshoot Backup Failures.
•  Troubleshoot issues related to VSS.
• Windows Updates
•  Assist in installing updates and hot fix.
•  Installing the updates manually

May 2007 – Aug 2008 · 1 yr 3 mos

• Main task was to troubleshoot Desktop related issues.
• Networking related issues like not able to connect to the internet, No Boot.
• Performed upgrades, installation of software's, Firmware's, drivers of the drives, SCSI controllers performing Hardware diagnostics and essential desktop troubleshooting.
• Deployed updates, service packs and hot fixes using Windows Update, Automatic Updates.
• Involved in handling Replacements, Creating Failure Analysis for the replacement units.

Oct 2001 – May 2003 · 1 yr 7 mos

• Interacting with customers on daily basis and understanding their requirements.
• Suggesting the configuration of the Computers for home use.
• Assembling Computers for end users as per their specifications.
• Providing technical solutions for computer related Problems.