• Manage and lead a team of cloud Technical Support Engineers.• Handle day to day team operations and delivery.• People Management – Rostering, Leave Management, Resource allocation, Administration, Conflict Management, Training, etc.• Drive delivery and ensure quality of work via efficient supervision and continuous feedback.• Handle contingency situations that could impact team operations and service delivery.• Conduct client meetings, team meetings, technical reviews and escalation handling.• Assign responsibilities, work on strategy and planning to delegate and assign roles based on individual strengths and capability within the team.• Train team member’s on improving their work skills and help them through any roadblocks.• Collaborate with multiple stake holder’s Client, Senior Management, HR, IT and Admin to ensure smooth delivery and address day to day requirements of team members.• Ensure employee engagement and wellbeing.• In brief, the present role requires me to take complete ownership and responsibility of my team’s operation and service delivery.

• Monitor and manage in-house Sales Team’s transaction and ensure compliance with CRM platform.• Improve CRM tool based on usage and transaction scenarios.• Train Sales Team on best practices and CRM use for efficient lead management and client experience.• Audit and monitor leads and client experience.• Implement process improvements in the overall functioning of business and sales.• Validate and suggest improvements on core CRM platform, based business requirements.• Lead team member’s on improving their work skills and help them through any roadblocks.• Collaborate with multiple stake holder’s Tech/Sales/Strategy/Marketing team for betterment of Property Pistol CRM/Marketplace.• To sum it up, the present role demands leadership, collaboration and analysis across a wide spectrum to deliver the expected outcome.

• B2B Product Specialist for O365 Services on CSP model.• Reseller Manager End2End• O365 Portal Issues – User Profiles, Licence Management, Security and Compliance Center, Organization Management, Admin Console, O365 Groups, Support Management, Password and user account admin.• SharePoint Online – Site creations, User Permissions, Web Parts, Team Site issues, List & Libraries, External Sharing, Map Drive.• One Drive For Business – Sync issues, Library Management, Permission & Sharing, ODB Client installation and troubleshooting.• Exchange Online – Mailbox provisioning and management, Shared Mailbox, Storage Management, Permissions, Send As, Alias Management, Domain association and verification, Distribution List, O365 Groups, Public Folder, OWA, Outlook configuration. • Teams – General configuration.• Active Directory – AD Connect (Dir Sync), AD synchronization from On-Prem to O365, Attribute Sync.• Microsoft Partner Management Portal Administration For Ingram Tenants..• Microsoft vendor escalations and case management lead.• Azure Basics – VM(Hyper-V), Virtual Networks, Resource Groups, Resource Management.• Working on Zen Desk ticketing tool for service and support management.• Remote support and troubleshooting Go To Assist.

Job Description –•Working as Microsoft Sr. Tech Support Consultant & technical quality auditor for Microsoft SharePoint / Microsoft Exchange / Office365 suite of products.•The day to day activity involves handling escalations and managing technical issues encountered with Microsoft Enterprise Cloud Product. Handling enterprise client’s requests and technical issue management using Microsoft tools and process operations.•Issue tracking, generating reports and implementing action plan for better team and process improvement.•Managing up selling of O365 subscription’s and support plans.•Handling a team of 15 engineers supporting Microsoft Office365 Cloud Platform.•Managing quality parameters for the process.•Ensuring COPC compliance within the Microsoft account.•Collaborating with stakeholders both within Wipro and Microsoft on driving performance and quality parameters to achieve and improve upon the client metrics as defined in SOW.•KRA also includes training, development of the aligned engineers as per the process requirements.

•Coordinate and manage requests related to the use of LRN’s Client-facing E-learning systems. These requests span from general “how to” questions to in-depth discussions of how to properly configure the system for a Partner’s goals related to the use of LRN’s solutions.•Assist Clients with their implementations of E-Learning Projects and Courses.•Perform other duties as assigned egg: Partner Management, Partner Trainings, Coordinate with Account Executives & Partners on Project Completions, Lead Technical Presentations and coordinate with Technical and Business teams on both the Partner end and on our end to ensure that the LRN Knowledge Systems are implemented successfully.•Identify new business requirements and promote relevant solutions to maintain and enhance sales pipeline.

•In depth research on the allotted Territory / Markets regarding the services that we offer. Monitor the business trends in the field of IT Services, BPO & Software development outsourcing. Egg: ERP, CRM, Software Programming, Network & Infrastructure services, HRM / Medical/ Accounts Automation, Database Management, Records Digitization. •Getting new clients onboard for the services that we offer. Breaking into new territories & industries & generating business for the company.•Sending out fliers, designing campaigns, generating leads, managing prospective client’s business requirements & offering them custom designed solutions & services. •Co-coordinating with the core Business Team on our end & clients end once the prospective client requests for RFP.•Job involved lot of patience, quality & commitment as we work with decision maker’s egg: VP, CFO, and CEO.

•Attending and allotting Computer and Network related issue to field engineers for home and business clients.•Handling client escalations. •Personal onsite technical support to customers if required.•The job also involved getting new contracts & renewals with end users and SME’s for AMC services.•Managing field technical support executives.

•Managing all the IT related infrastructure of the company. The setup included 20 desktop computers in all.•Software installations, hardware issues, network issues, taking backups. •Setting up new PC systems, etc. •Procurements.