I joined this organization as a Senior Technical Advisor 1 and Support Engineer Lead in Operations. In this role, I am part of the Microsoft EPS User Experience (UEX) team. My primary responsibilities involve handling cases primarily in the EMEA and North American regions, providing direct support to clients.The cases I manage typically relate to various technologies, including Azure Virtual Desktop (AVD), FSLogix, printing issues, Remote Desktop Services (RDS), Remote Desktop Protocol (RDP), VMware, Task Scheduler, Windows Management Instrumentation (WMI), Windows Remote Management (WinRM), and more. As we operate as Microsoft engineers, it is imperative that we deliver top-tier support. Throughout my tenure, I have gained extensive knowledge about Microsoft components and their deployment processes. This experience has significantly deepened my understanding of Microsoft's ecosystem and enhanced my ability to provide effective technical support.

I worked here as a Technical Advisor Lead in Operations, where we primarily dealt with a Canadian client, Telus, providing technical assistance for network issues, Norton Security installation, billing inquiries, and more. Our team specifically handled Telus premium clients, ensuring they received top-notch service.During my tenure, I managed several new batches of employees, guiding them through their Nesting period and helping them become proficient in their roles. This experience allowed me to gain substantial knowledge about networking issues and their resolutions.In recognition of my excellent work, I received numerous awards, which further motivated me to excel in client handling. I also frequently managed escalated cases, effectively addressing and resolving client concerns. Overall, my time in this role significantly enhanced my technical expertise and customer service skills.

I worked here as a Senior Technical Support Specialist, primarily handling cases that were escalated from the client side. Our focus was on providing top-tier antivirus support to US clients, specifically for AVG and Avast antivirus software. During my time in this role, which lasted nearly a year and a half, I gained extensive knowledge and expertise in antivirus solutions and support.

I worked here as a Senior Technical Support Specialist, where my primary responsibility was to provide technical assistance for printer support, specifically for HP and Canon printers. My role primarily involved dealing with clients from the United States. I worked in this position for over two years, during which time I demonstrated expertise and dedication, leading to my promotion to Subject Matter Expert (SME).