• Leading a team of 15 Support Engineers• Assisting them in fixing technical issues immediately by providing quick resolution• Inculcating a trend to isolate the issue by effective probing and resolve the issue with Linear Troubleshooting• Checking technical competency of Support Engineers via regular lab assignments and one-on-one sessions• Driving the team to meet process defined KPI’s, while keeping in-line with Quality Parameters• Analyzing Top Call Generators as well as Top Defects and conducting triage/training sessions on such topics• Learning and Researching on new developments/changes in Exchange Online and imparting it to the team• Collaborating with Microsoft Technical Advisor and Senior Escalation Engineer to resolve complex issues• Preparing cube notes/learning material on issues handled as Escalation Engineer and Support Engineer

• Handling and providing resolution to escalations and technical roadblocks in a team of 30 Support Engineers• Maintaining high service levels and ensuring excellent technical & customer satisfaction• Conducting case-bashing sessions to discuss and share resolution provided on escalated cases• Documenting precise case notes for future reference and knowledge sharing• Researching and Reproducing scenarios in-house in lab environment to determine the issue and find resolution• Collaborating with Microsoft Technical Advisor and Senior Escalation Engineer to resolve complex issues• Utilizing experience gained as Support Engineer to resolve issues efficiently and sharing best practices with team

• Setting up environment with Microsoft Exchange Online (Office365) with Domain verification using DNS Records• Creation of User mailboxes and quotas, Shared mailboxes, Distribution groups etc.• Applying Mailbox and Mailbox Folder permissions• Configuring Retention Policies, DLP Policies, Journaling, Archiving, e-Discovery and Litigation Hold• Configuring and troubleshooting Directory Synchronized environment with Office365• Configuring and troubleshooting in Hybrid Exchange Environment • Helping in migration from Exchange On-premise to Exchange Online and vice-versa• Setting up ADFS for Single Sign-on and troubleshooting• Working with Windows PowerShell cmdlts to perform administrative task in the organization• Installation, configuration and troubleshooting of Microsoft Outlook for Exchange• Configuring and troubleshooting Exchange Online Protection• Troubleshooting mail flow in co-existence scenarios including Cloud-only, via EOP and Hybrid Setup• Analyzing NDR’s to determine cause and implement resolution • Analyzing message header information to troubleshoot mail delay issues• Managing mail flow using transport rules and connectors• Configuring SMTP Relay• Setting up and troubleshooting issues related to SPF, DKIM and DMARC• Handling Spam and Virus email issues• Handling escalations within the team• Familiar with Installation and Basic configuration of Exchange 2003, 2007, 2010, 2013 Server

• Inbound and Outbound Sales Process (Dish Network and M.S.O.)• Excellent conversion rate of Enquiry Calls to Sales Call• Professional customer service