HIMANGI SHARMA

• For Enterprise Teams and Skype for Business online process
• Handling a Teams of 14 engineers and assisting them to handle MS Teams and Skype for Business related issues and maintaining CPE
• Training new engineers on the product and conducting triages
• Handling escalation requests initiated by Team Manager/Support Engineer/Customers as per the current policy of the escalation cases
• Handling the Technical Recovery requests initiated by Team Manager/Support Engineer
• Ensuring the proper and accurate Technical Lead’s review are documented in the case in the form of Technical lead Review
• Ensuring Team is meeting the targets for Days to Solution, Days to closure along with tracking first call resolution
• TOOLS - Rave 2.0, Visual Studio, Jira, Miro, Aha

Skills on Cloud Services (O365):

Worked on Peer to Peer \conferencing \media scenarios like (with (with internal, external, federated, Hybrid users) – meeting drop \connect issues\ Audio\video\desktop sharing\Application & Ppt. Sharing\File share or transfer issues with internal, external, federated, Hybrid users \Audio-video & app share quality ( jitter\delay\analyse call by using call quality dashboard\analytics\network monitor tools) \Cloud recording in Teams

Isolating the issue and troubleshooting on Lync/SFB online meeting, unable to sign in into Lync/SFB issues, audio and video, desktop sharing issues, Conversation history not getting saved issues, Lync/SFB photo issues, Client Crashing issues

Worked on Cloud PBX/Phone Systems, PSTN: Audio Conferencing and PSTN Calling, Azure AA and call queue

Good experience of handling and troubleshooting Delegation related issues

Understanding of Lync 2010, Lync 2013, SFB 2015, SFB Hybrid

Worked on tools like Netmon, Wireshark, Fiddler, Procmon, UccApi

Can demonstrate how to capture Network monitor\Wireshark traces and analyse.

Can demonstrate how to capture fiddler traces and analyze.

Teams integration with other office application like exchange, SharePoint, OneNote

Managing and ensuring availability of Office365 services (support for Office365 offerings and ensures seamless access to most of the applications i.e. Office Suite (Word, Excel, PowerPoint, Outlook, OneNote, Publisher, Skype for Business, Access), Exchange Online (email, calendar, tasks).

Monitoring for any Office 365 Service outage and finding workarounds till the Office 365 Backend team resolves the Service Outage

Monitoring the Office 365 Road Map for new feature releases, testing it on Labs

Good knowledge on Operating System troubleshooting, Compatibility check and issues related to Hardware and Device Driver issues

Good experience on Remote Connectivity Tools for customer support (Globally), LMI and TeamViewer

Conduct triages for Skype for Business Online and MS Teams

Handling escalation calls for SFB Online

Knowledge sharing of newly found solutions with team and contributing knowledge base articles

Managing User accounts, Groups, Domains and user licenses through the Office 365 admin center in the Microsoft cloud platform or Windows PowerShell cmdlets.

Installation, configuration and troubleshooting of Directory Synchronization Tools such as DirSync, Azure AD sync and Azure AD connect.

Working experience with Office365 large scale migration projects, using Office 365 support migration methods (Exchange Hybrid configuration, cutover migration and staged migration, Skype for Business Hybrid, SFB Cloud Connector, and SharePoint Hybrid).

All Office 365 Online services deployment and troubleshooting, that includes, Exchange Online, Skype for Business Online, SharePoint Online, OneDrive for Business, Office Online Apps, Outlook Customer Manager.

Good knowledge of all Office 365 services and its limitations, and experience in office 365 roll out / implementation tools and techniques

Creating Conditional Access, Device Registration and MDM (Mobile device Management).

Excellent troubleshooting skills on client applications that includes Outlook and Office applications, OWA, OneDrive Sync client for SharePoint and OneDrive for Business, on Windows based computers, Mac and Mobile devices.