Technical Specialist
LTIMindtree
Total years of experience :11 years, 2 Months
Managing a team of 10 Tier 1 Support Engineers
and 1 Escalation Engineer
Provide resolution to Escalation engineers and
Tier 1 engineers
Analyzing the team's performance to enhance
key client SLA
Creating improvement action plans and driving
them with the help of Technical Advisors and
Support Escalation Engineers (SEE)
Building a team that effectively supports client
programs, products, and services
Driving and developing superior customer service
and high performing attitude
Administer performance management by
diagnosing improvement opportunities
Perform quality checks, develop, and review
action plans, identify areas to improve, and
implement measures to improve performance
levels and meet objectives
Conducting regular triages and grooming
engineers to understand and achieve the
process goal path
Conduct weekly bridge calls with Technical
Advisors
Responsible for training, triages and conducting
Knowledge measures monthly
Reviewing support tickets daily to make sure the
troubleshooting is going in the right direction and
to add correct action plan which can resolve the
issue faster
To work with the customer directly when a Tier 3
engineer is required.
To handle escalated cases which are beyond the
capabilities of the Frontline agents
Implementing Microsoft Technology Solutions
supporting customers business goals and
leveraging additional Microsoft Services
Performing Exchange and Exchange Online
Migrations: IMAP, Cutover, Staged and Hybrid
Move
Assist Microsoft premier customers in
troubleshooting issues related to Hybrid Mail flow,
Autodiscover, OWA, ActiveSync, Outlook
Anywhere, Outlook Connectivity and Cross Forest
Free/Busy
Assisting customer in securing the data by
deploying DLP, Azure Information Protection
solutions
Planning, deploying, and troubleshooting AAD
Connect issues
Assisting customer secure their organization by
leveraging different services like Microsoft
Defender ATP, Conditional access, Privileged
Identity Management
Root Cause analysis for Spam\Phish\Spoof
emails.
Handling network queries
Troubleshooting software related issues of
android and apple IPhone
Helping customers performing Backup/Restore on
Android and Apple Devices
Assisting customer is regarding hotel reservation
across the globe
Cancellations, modification of dates and
booking vacation packages abroad.
Complete configuration setup and troubleshooting of SOHO Routers
Device security enhancement expert, setting up
the security of a Router to the maximum level
Handling other common issues with the computer
like troubleshooting Software issues, Virus
Removal, Windows Update, Slow Performance,
Browser Issue etc.