Professional 1 Service Delivery Coordinator / Technical Support Microsoft Teams / AVlink / Senior
DXC Technology
Total years of experience :7 years, 4 Months
Support Engineer, Part of Microsoft Core Services Engineering and Operations, SME/Lead
Major Expertise is in Microsoft Teams, SFB, and AV Link at Microsoft as Vendor (DXC).
⮚ Successfully completed the Microsoft Certification - Microsoft 365 Certified Teams
Administrator Associate (MS-700).
Date of achievement- Feb 6, 2022.
⮚ Received DXC Champs Award Q1 FY21, Q2 Champs FY22 and Q4 Champs FY22.
⮚ Recently won DXC Champs Award Q1 Champs FY23.
⮚ Possess the roles of Skype for Business, User Admin and Microsoft Teams Admin.
⮚ Active Member of the Teamwork Champion Program.
⮚ Participating in the regular new feature tests and noting down the outcome/result in different
Teams rings such as R0, R1, R2 and R3.9.
Monitoring the Teams services health and Engagement with the Teams engineering team,
Service Owners.
⮚ Working on the Outage when triggered and sending communications to avoid volume.
⮚ Be available and take ownership of new cases and Escalations.
⮚ Provide support to customers, partners, and other engineers.
⮚ Scope customer’s issues and support boundaries by collecting the relevant facts.
⮚ Investigate the problem by doing one’s own research and by involving other teams as needed.
⮚ Escalating to the management as necessary, acting internally as a customer advocate, and
keeping the customers informed.
⮚ Ensuring that each support request is owned and handled as per our Service Level Agreement
(SLA) and to the highest possible customer satisfaction by setting the right expectations and
fulfilling commitments.
⮚ Document technical work and research in a detailed and comprehensive manner
⮚ Maintain a proactive approach to customer happiness, identifying and correcting customer
satisfaction concerns before they become problems.
⮚ Analyze and troubleshoot technical problems, identify solutions, and create, update technical
content based on the personal analysis.
⮚ Provide training and knowledge transfer to colleagues in a timely manner.
⮚ Requests for Teams analytics & reports (Microsoft Teams admin center).
⮚ Interacting with the Tier III/Engineering Team and investigating in RCA for the trending issues
⮚ In the Resolver Group for Microsoft Executives (VP's/CVP's/GM).
⮚ Managing User Licenses on O365 admin center.
⮚ Enterprise Voice and Voicemail related issues of Skype and Microsoft Teams.
⮚ Drafting and publishing IT knowledge base articles to assist lower tiers of support.
⮚ Rewarded and recognized for “CLIENT-CENTRICITY” of the last quarter (September 2019).
AV Link Support Specialist -Microsoft.
⮚ Issues related to the Skype/Teams Technology Crestron SRS V1, MTR (SRSV2/Rigel) and MPR
such as Account Look up, Password reset, No Heartbeat Alerts etc.
⮚ Handling escalations of the cases from Service desk or the technician related to Phone Devices:
Polycom Trio-Configurations, Changing Trio Profiles, Web Configuration Utility, Firmware
upgrade, Trio OMS Alert Troubleshooting, Polycom Trio USB Mode Setup, Polycom Trio Setup
for Rigel (SRS V2) and Surface Hubs.
⮚ Indulging on the MI on priority basis when Devices cross Threshold’s with the Tier 1 and T3LRS
team.
⮚ Reporting and Projecting data to clients on a weekly basis.
⮚ Day to Day Bridge calls in discussion with the improvement of the process with the FTE’s, Tier 1
Managers and Tier 3.
⮚ Educated the users on Provisioning requests.
⮚ Tools used: Crestron Toolbox, Crestron Remote, MTR Account Tools, Meeting Room
Conference Devices Portal (MRCDP), Conference Room Devices Management, Trio
Management Console etc.
⮚ Assisting Technician with the Asset entry/registration in MRCDP tool with complete
instructions
Possess the roles of Skype for Business, User Admin and Microsoft Teams Admin.
⮚ Active Member of the Teamwork Champion Program.
⮚ Participating in the regular new feature tests and noting down the outcome/result in different
Teams rings such as R0, R1, R2 and R3.9.
⮚ Rigorous testing of the features or user level issues in different environments.
⮚ Collaborate with management and engineering teams to resolve service issues and to produce
bug fixes, patches, test cases as appropriate.
⮚ Manage users Skype for business advance conferencing and deal with various issues with the
PSTN conferencing for Skype and Microsoft Teams. (Tools used are Call Analytics, Call Quality
Dashboard and Fiddler etc.)
⮚ Monitoring the Teams services health and Engagement with the Teams engineering team,
Service Owners.
⮚ Working on the Outage when triggered and sending communications to avoid volume.
⮚ Be available and take ownership of new cases and Escalations.
⮚ Provide support to customers, partners, and other engineers.
Worked as Multimedia Operation Control Centre Analyst in Goldman Sachs under the payroll
of Magna InfoTech \[06 July’17 to 14 Dec’18\].
⮚ Have hands on experience with the Multimedia Operation tools (Global Remote Support, Data
Collaboration, Live Monitoring, constantly checking the parameters):
⮚ Avaya Bridge Talk, Avaya CRS Front End, Avaya Reports, Multimedia workstation, Cisco
Telepresence MCU Bridges, EMS Workspace, Concierge Workstation, Goverlan Remote
Control, Blue Jeans etc.
⮚ Answering ACD calls, responding to emails related to technical issues of the users for audio
conference bookings.
⮚ Nature of position involves direct contact with situations involving high stress in a live,
extremely visible environment.
⮚ For every interaction, a proper ticket is lodged and maintaining a history and problem
documentation. Identify, evaluate, and prioritize customer problems and complaints to ensure
that inquiries are resolved appropriately.
⮚ Hands on experience on Cisco & Polycom Codecs- Performing Constant Health Check reports
on status and Behavior.
⮚ Provide Global engineering support to Video Conferencing equipment performing daily checks,
upgrading as planned, and providing logistical support for large meetings.
⮚ Performs setups, tests, adjustments, operations, and shutdowns of equipment in support of
AV/VTC sessions.
⮚ Communicate and document accurate status of work in progress and complete with manager,
team members, and customers.
⮚ Perform analysis, diagnosis, and resolution of end user issues and problems, escalating issues
internally or with support vendors when necessary.
⮚ Resolve system operational problems by troubleshooting and performing fault isolation.
⮚ Experience in RCA and working with Engineering teams and principal vendors for bug fixes.
⮚ Testing the room AV equipment to prevent any false errors, if required checking with the
Vendor team to take precautionary steps to avoid further issues.
⮚ Strong communications skills with being able to direct oneself to become a good team player.
⮚ Mentoring the new joiners regarding the process and steps to undergo during any critical issue
occurrence.
Guiding the Customer over the phone with the maximal Patience to develop the Rapport and
the service Satisfactory.
⮚ Handled 30-50 calls a day through which sharpened my professionalism and customer service
skills.
⮚ As well versed in the Customer service Voice, moved to the Chat process with advanced
writing skills with improved efficiency.
⮚ Guided on BT Products and the Services which requires a regular updating of Knowledge to
improve the Overall Customer service.
⮚ Providing testing parameters for all products and participating in the testing process.
⮚ Providing reports for test results and participating with the engineering team to resolve
technical and functional errors.
⮚ Trained users how to continue with their work when they are in any emergency.
⮚ Trained and guided customers in getting solutions on minor problems in products.
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