As a Cloud Solution Architect, I had the privilege of working closely with customers, serving as their advocate and technical advisor. My role focused on amplifying the voice of the customer within Microsoft, ensuring their technical interests were represented and addressing any challenges they faced. I played a crucial role in generating insights, removing obstacles, and influencing engineering roadmaps to deliver exceptional solutions and support to our customers.Key Responsibilities:- Acted as the customer's trusted advisor, understanding their technical requirements, and providing expert guidance and support throughout their cloud journey.- Amplified customer feedback to drive continuous improvement and deliver customer-centric solutions.- Proactively identified opportunities to optimise customer solutions, leveraging Microsoft's cloud offerings, and providing guidance on best practices to enhance performance, security, and scalability.- Provided both proactive and reactive support to customers, ensuring timely and effective resolution of technical issues and minimising downtime.- Acted as a technical advisor to customers, delivering compelling presentations, and workshops to showcase the value.Working as a Cloud Solution Architect allowed me to make a significant impact by bridging the gap between customer needs and Microsoft's engineering teams. I took great pride in helping customers achieve their goals, delivering exceptional support, and ensuring that their voice was heard and valued within the organization.

Responsible to provide Escalation support to support engineers for any Active Directory/Authentication/Account Lockouts/AD Replication/PKI/User Profile related issues. Handled a team of 20 engineers along with first managerial support to engineers.

- Active Directory Support Engineer, responsible to provide support to premier customers for any AD/PKI/User Profile/DFSR/Authentication-Kerberos or NTPM/Group Policy/Windows Time/Windows LAPS/LDAP/AD Replication related issues.-Collaborate on cross-team and cross-product technical issues by working with the resources from other groups as needed to resolve customer issues- Establish communication with Microsoft’s customers via telephone, written correspondence or electronic service regarding finding solutions for technically complex problems identified in Microsoft’s software products

Assist L1 & L2 engineers in resolving all the desktop related technical problems such as Windows installation, up-gradation and migration, virus and performance issues, security software installation,Backup and troubleshooting, printer issues (standalone and network both), issues related to Office, Outlook and other email clients, Internet,Router and other network related concerns.