Responsibilities & Duties:Towards Customer’s support Perform Proactive Case Management (PCMS) reviews on team’s support cases that covers Case notes hygiene management, Case communication, understand overall customer’s Pulse/concerns and follow escalation matrix to help customer achieve resolution on their tickets. Conduct regular Mid-connects with customers to understand their concerns on their support tickets. Well aware of process while working on escalation cases. Conduct Manager-recoveries on the support tickets.Towards Engineer’s Support: Regular 1:1 connect with support engineers to understand their concerns, challenges and set & provide them roadmap on Technical topics. Connect weekly trice with Team to deliver important messages on overall project scores & plans. Close connect with TA/TL on overall team’s cases to expedite resolutions on the tickets. Responsible to conduct Tech Triages within Team to improvise their technical skills. Provide Technical advisory on tickets when TL not around.Towards Project:  Responsible to delivery weekly business meeting with Service Delivery Managers to discuss on overall Teams performance. Responsible to meet overall project KRI. Responsible to meet teams CPE score. Team’s Leave management. Conduct interviews for New hire.Additionally, I have worked on tickets related to Active Directly Replication, DC Promo, Kerberos & NTLM Authentication, Group Policy, Windows Time, DFSR, AD sites and services, AD Trust, NTFS Permission.Designation: Technical LeadProject: Windows Premier Support (Microsoft Networking Premier Support)Responsibilities & Duties: Provided technical support based Microsoft on-premise networking components for both Client/Server operating systems. Support topics as followso TCP/IPo Domain Name System (DNS), o DHCPo Access to File Share(SMB),o DFSN Providing support on Case Severity 1/A/B/C for all above topics. Subject Matter Expert (SME) on TCP/IP, SMB & DNS.