- Leading a team of 10 engineers in Application Support, User Administration, Training, Process Definition, and Escalations, with the following primary responsibilities:- Onboarding new Engineers with processes, tools, and technical skills for their roles.- Collaborating with the Microsoft Product Group to handle escalations until resolution.- Coordinating collaborative CRM activities with teams like Office 365 and Azure.- Managing service requests from Microsoft Partners and Clients to meet set SLAs.- Identifying opportunities to improve CRM Applications to enhance Engineers' readiness.- Providing level 2 advisory and break-fix support for Professional, Premier, and VIP customers.- Contributing to technical innovations to achieve targets, reduce blockers, and expedite case resolution and backlog reduction.- Escalating Critical Issues promptly to appropriate units.- Specializing in Sales, Customer Service, Project Service, Field Services, and Omnichannel Applications Support.

- Providing tier two application support to production systems and identify any issue in production.- Taking ownership of customer issues reported and seeing problems through to resolution.- Collaborate with product and engineering teams to fix bugs.- Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to customers.- Monitor performance metrics for various production systems, identify root cause for all technical issues and work with the engineering team to resolve them.- Manage team ticket queue and resolve in a timely manner.- Develop and maintain accurate technical, software operations, and support-related documentation.- Work with partners to have application issues fixed, both short-term and long-term (root cause).- Act as a technical resource during other projects as required.- Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the development team, and case resolution.- Experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.- Moderate knowledge of SQL databases.- Experience troubleshooting using stack traces and log file.- Experience interacting with APIs and troubleshooting related requests.

* Provide in-depth technical support to customers and partners by troubleshooting, diagnosing, and resolving a wide variety of problems identified in their environment* Work closely with Product and Engineering teams to integrate cross-product solutions, report software bugs and be an advocate for product improvement.* Collaborate with subject matter engineer when additional support is needed.* Document all customer interactions and resolutions in the existing case management systems.* Actively contribute to our technical knowledge base, online community, and other technical documentation.* Ensure meeting of key timing commitments

Delivery partner and support professional for Dynamics 365 CRM applications. Role involves being the technical point of contact and engagement

• Extracted, cleaned, converted, and verified model data to interpret and draw inferences, improving decision-making by 17%.• Conducted extensive analysis of key trends and findings and collected, analyzed, and reported data on various operational claims from several sources, leading to a 23% improvement in data processing.• Improved data quality by 20% and tooling efficiency by 35% by providing constructive feedback to engineers on tooling and processes.• Identified opportunities to enhance data integrity through database structure modifications and developed dashboards to track productivity and expedite the remediation of issues.• Implemented supervised machine learning models to promptly label and annotate datasets with a 95% accuracy rate.• Processed over 1.5 million photos, 50 thousand videos, 20 thousand audio files, and 30 million text documents for five projects to provide precise data annotation using the client's tools.• Utilized advanced analytics techniques to identify patterns within proprietary datasets, leading to completing 5 projects ahead of schedule.

- Identified and implemented appropriate countermeasures against potential fraudulent brands in order to effectively onboard and submit accurate data on the backend of an e-commerce website and protect their online community.- Regularly updated the auditor and team lead on the status of the project- Delivered accurate tech solutions, and consulted an internal database or other resources.

• Assisted professors and the department with various administrative tasks.• Attended seminars and assisted lecturers in the class rooms• Assisted lecturers in evaluating and grading examinations, assignments, and recording grades.• Assisted in the organization of the department’s library

• Ensured that agreed work by contractors were completed satisfactorily and followed up on any deficiency.• Supervised and coordinated essential services such as reception, mail, cleaning, maintenance, catering and accommodation.• Prepared risk assessments reports and evaluations.