Currently working as Azure DevOps Technical Advisor and managing a team of frontline engineers.Key responsibilities include guiding the engineers for working with the customers and help resolve the cases.Delivering trainings for Azure DevOps service management. Deploying responsibilities to team members and to follow Standard Operating Procedures (SOPs) and maintain a decorum in the team.SOPs include Capturing requirement, Issue Scoping, Prioritization and Resolving customer issues by troubleshooting and diagnosing problems to accurately resolve wide range of technical issues.Hiring and Managing new hire and on job product trainings, case reviews, OOF and shifts, also review process and customer escalations.Diffusing high severity critically challenged technical issues.Collaborating with various internal product support teams and stake holders for case/ticket resolutions by prioritizing work and meeting deadlines.Managing cross team collaboration to take control of multi technology and politically confronted cases.Constantly working with the Escalation team / Product Group / Software developer teams for discussing the current issues faced by customers and how to improvise on them.Conducting triages with Product Group for Feature requests, Product bugs and Hot fix requirements in the RedZone meetings.Successfully executed an organization wide project called “Collaborate to Win”. This was able to effectively address the long running collaboration challenges faced by different teams in the organization.Managed and contributed for publishing blogs and customer facing knowledge base articles. Also providing feedback on public documents that needed improvement and fixing them.

Joined Microsoft India Pvt. Ltd, Bangalore in July 2005 as a Developer Support Technical Router. Key Deliverables were to help the Microsoft developer community. The role involved, account management and product support for a single developer to enterprise product Development Company. Provided primary level guidance and/or understanding the complex problem and help them with the incident management and routing the incident to correct depth support groups with about 95% accuracy.21 months later in Apr 2007, I moved into the role of a Support Engineer.The customer base we support ranges from a single PC consumer to large MNC with multiple location and thousands of client and server computers. Working on products like .NET framework and Visual Studio installation and deployment. Supporting VS Team Foundation Server installation and configuration. Providing Real Time resolution to various Business Critical and Production down issues. Have deep understanding of the product/technology involved in order to provide quick out-of-the-box to fixes to issues.Consulting and suggesting design time recommendations and assisting clients in developing various types software installer packages using Windows Installer based application packaging (MSI files) issues using tools like VS and Orca and ClickOnce based application packaging for intranet and internet deployment.

Worked IBM Daksh India Pvt Ltd, for 2 years and 6 months. My role was to provide word class support for HP/Compaq computers and printer. Later I grew in the organization to become a Technical Lead with responsibility of managing a team of 15 people. Reviewing their cases and providing technical and quality feed backs. Also, handling customer escalations.Tech support process of HP world’s second largest PC manufacture’s. Guiding customers for installing and configuring Operating systems, Applications and Drivers. The responsibilities also included, achieving 75% customer satisfaction. Conducted new hire Product & Process trainings for about 4 to 5 new hire batches.

As MRC Responsibilities were to managing and maintaining Novell NetWare 4.1, WinNT 4.0 Network, SCO Unix V (Multi Server Network). Installing and maintaining software managing user accounts etc.As a Faculty I taught the following. Teaching JDK1.2, MS-SQL7.0 (Connecting through JDBC-ODBC). Linux Usage and Linux Administrations Classes. Teaching C and C++ programming, on Linux/Unix and DOS/Windows platforms. Project Guide for a "Call Center" project using C++ and MySql on Linux Platform. Teaching Application Development and COM Components in Visual Basic. Teaching Developing COM Components using Visual C++. Teaching Oracle8 SQL and PL/SQL.