Rutuja S. Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Provide supervision to the Modern Workplace team and escalation level support of Modern Workplace Cloud infrastructure, including but not limited to the maintenance and support of the M365 platform and the capabilities provided by the applications and services that comprise the suite. Project work assigned by the Modern Workplace lead includes but is not limited to various industry-recognized Office 365 solutions for clients using a mix of technologies. Responsible for oversight of Modern… Show more Provide supervision to the Modern Workplace team and escalation level support of Modern Workplace Cloud infrastructure, including but not limited to the maintenance and support of the M365 platform and the capabilities provided by the applications and services that comprise the suite. Project work assigned by the Modern Workplace lead includes but is not limited to various industry-recognized Office 365 solutions for clients using a mix of technologies. Responsible for oversight of Modern Workplace queue and ensuring team adheres to SLA agreements with client. Research and troubleshoot escalated issues from first and second-level support groups; this involves testing software configurations in a lab environment. Microsoft 365 troubleshooting, management, and support. Managing relationships with technologies that extend these core capabilities, such as external mail delivery, filtering, anti-spam, multi-factor authentication, and conditional access. Health management of Microsoft O365 and Intune cloud and hybrid services, M365 security and compliance, M365 dependent infrastructure management, endpoint management, Mobile device deployment and management. Special projects and any other related tasks as requested by management. Show less

India

As a Service Engineer 2 at Microsoft India, I co-led the 'Gyan-Abhiyaan' project, achieving a 66.7% success rate in our Mentor-Mentee program. Additionally, I drove customer surveys, increasing feedback from 10% to 18%, and led initiatives to make the Engineering Team more self-reliant, improving Time-to-Resolve (TTR) rates from 86.5% to 95.1% within six months. I identified and engaged subject matter experts (SMEs), successfully onboarding 90% of SMEs within six months. My responsibilities… Show more As a Service Engineer 2 at Microsoft India, I co-led the 'Gyan-Abhiyaan' project, achieving a 66.7% success rate in our Mentor-Mentee program. Additionally, I drove customer surveys, increasing feedback from 10% to 18%, and led initiatives to make the Engineering Team more self-reliant, improving Time-to-Resolve (TTR) rates from 86.5% to 95.1% within six months. I identified and engaged subject matter experts (SMEs), successfully onboarding 90% of SMEs within six months. My responsibilities included working on objective key results (OKRs) for various operational activities, investigating and mitigating customer issues related to Intune, Windows, and Office, and managing customer escalation workstreams such as incident management, issue diagnosis, and recommendations. I collaborated with engineering teams across Microsoft during platform outages and drove operations-centric changes to improve our service and tools. I identified and implemented system improvements to enhance efficiency, ensured customer-reported issues were resolved within standard SLAs, and provided feedback on emerging trends to the engineering team. As part of a pilot team for Microsoft's service offering, MMD (Microsoft Managed Desktop), I managed the change process, evaluated requested features, and ensured smooth adoption through phased testing and release. I was responsible for onboarding and training new team members, creating effective onboarding plans aligned with the team's core values. I regularly collaborated with Program Managers on releasing new features to enhance customer adoption of MMD services, ensuring the team was well-prepared to handle and troubleshoot scenarios Show less

India

At Tech Mahindra, as a Sr. Systems Engineer, I worked in a fast-paced, dynamic environment requiring attention to detail and the ability to meet tight deadlines. I provided remote support to end-users and local IT admins via chat, email, and voice, utilizing strong interpersonal skills. I shared domain and technical expertise, provided mentorship and cross-training to team members, and supported Tier 1 & Tier 2 engineers to ensure efficient output. I independently analyzed, solved, and… Show more At Tech Mahindra, as a Sr. Systems Engineer, I worked in a fast-paced, dynamic environment requiring attention to detail and the ability to meet tight deadlines. I provided remote support to end-users and local IT admins via chat, email, and voice, utilizing strong interpersonal skills. I shared domain and technical expertise, provided mentorship and cross-training to team members, and supported Tier 1 & Tier 2 engineers to ensure efficient output. I independently analyzed, solved, and corrected issues in real-time, creating documented steps for troubleshooting and resolving issues. I also created IT guidelines and scripts to simplify tasks and was responsible for proposals and change implementations within the organization. I enabled Multifactor Authentication (MFA) for over 5000 client users, achieving a 100% success rate and significantly reducing ticket volume for spam and compromised account issues. I onboarded clients on Office 365 Advanced Threat Protection, leading to a 90% reduction in ticket volume for spam and account compromise issues. I managed Distribution List Migration with minimal downtime, resulting in a 50% reduction in ticket volume for DL maintenance. Additionally, I handled hybrid and cutover email migration projects for the client from On-Premises server 2010 to Office 365 and enabled Exchange Online Archiving using PowerShell scripts for all Office 365 users with an E3 license or above. Show less

Navi Mumbai

As an Escalation Engineer for Wipro, operating as a vendor for Microsoft, I collaborated closely with Microsoft Technical Advisors and Product Group, actively participating in the identification and resolution of Office 365 bugs. Concurrently, I led Level 1 Messaging Engineers in troubleshooting Office 365 Exchange Online and Mail Flow and Protection issues, offering mentorship and guidance to overcome technical roadblocks. My responsibilities extended to identifying, documenting, and… Show more As an Escalation Engineer for Wipro, operating as a vendor for Microsoft, I collaborated closely with Microsoft Technical Advisors and Product Group, actively participating in the identification and resolution of Office 365 bugs. Concurrently, I led Level 1 Messaging Engineers in troubleshooting Office 365 Exchange Online and Mail Flow and Protection issues, offering mentorship and guidance to overcome technical roadblocks. My responsibilities extended to identifying, documenting, and monitoring technically blocked tickets, coordinating with Senior Escalation Engineers and Technical Advisers from clients for prompt resolution. Additionally, I managed SLAs and performance metrics, ensuring adherence to customer feedback, first call resolution, and timely ticket closure. My role also involved providing support to Tier 1 & Tier 2 engineers, driving efficiency in output generation, and independently analyzing and resolving complex issues for Enterprise and Premier Office 365 customers, spanning diverse domains such as Exchange Online, Shared Mailboxes, User Mailboxes, SMTP relay, migration to cloud Office 365, Outlook Desktop Clients, Mail Flow Routing, and addressing spam/malware/phishing concerns. Show less

Mumbai Area, India

I worked as a technical consultant for Wipro, specializing as an Exchange and Mail Flow Protection Engineer. In this role, I was entrusted with the responsibility of providing expert guidance and support in troubleshooting and resolving issues related to Exchange Online, Shared Mailboxes, and User Mailboxes. Additionally, I focused on optimizing the sending and receiving of emails, managing SMTP relay configurations, and facilitating seamless migration from on-premise environments… Show more I worked as a technical consultant for Wipro, specializing as an Exchange and Mail Flow Protection Engineer. In this role, I was entrusted with the responsibility of providing expert guidance and support in troubleshooting and resolving issues related to Exchange Online, Shared Mailboxes, and User Mailboxes. Additionally, I focused on optimizing the sending and receiving of emails, managing SMTP relay configurations, and facilitating seamless migration from on-premise environments (2010/2013/2016) to cloud-based Office 365. I also addressed challenges pertaining to Outlook Desktop Clients and adeptly managed Mail Flow Routing between organizations, including Hybrid and Centralized Mail Flow setups. Furthermore, I played a pivotal role in combating spam, malware, and phishing threats, ensuring the integrity and security of email communication channels. Show less

Graduate Certificate, Project Management

Graduate Diploma, Business Administration And Management, General, 3.6

Activities and Societies: Member of Student Caucus. Graduate Diploma in Business Administration (GDBA) from Bob Gaglardi School.

Bachelor Of Engineering (B.E.), Electronics And Communications Engineering

Activities and Societies: Co-Event Head Robotrack. Organizing committee for IEEE conference. UNIC Essay Competition Participant.