Abdul Qureshi

• Assisted in deployment, configuration, and management of Microsoft Azure cloud resources including Virtual Machines, Storage Accounts, Virtual Networks, and Resource Groups.

• Monitored and maintained Azure infrastructure services to ensure high availability, performance, and security compliance.

• Supported user and identity management activities using Azure Active Directory (Entra ID), including RBAC role assignments, MFA configuration, and user access management.

• Configured and managed Azure networking components such as VNets, NSGs, Load Balancers, VPN connectivity, and subnet configurations.

• Worked on Azure Backup and Recovery solutions for virtual machines and critical workloads.

• Assisted in provisioning and managing Windows Server environments, Active Directory, DNS, and DHCP services.

• Performed routine system monitoring, troubleshooting, patch management, and incident resolution for cloud and on-premises infrastructure.

• Supported cloud migration activities and infrastructure deployment tasks in hybrid environments.

• Worked with Azure Monitor and Log Analytics for monitoring alerts, system health checks, and performance optimization.

• Assisted in implementing basic cloud security controls and governance policies following Azure best practices.

• Collaborated with infrastructure and support teams for issue resolution, documentation, and operational support activities.

• Gained exposure to PowerShell scripting for basic administration and automation tasks.

• Participated in infrastructure documentation, asset management, and operational reporting activities.

• Provided technical support for end users, system access issues, and cloud-related troubleshooting requests

• Working on projects like Tech Deflection, Outreach, etc

• Tech Deflection - Working on Technical cases for Enterprise software like Backup Exec, NetBackup, etc Assisting customers with upgrading the software, installation, and configuration of the software, applying patches/hotfixes to the software, Troubleshooting software errors, etc.

• Outreach Project- Contacting the customers to give access to their newly purchased or renewed licenses, helping them with the installation, and managing their users internally

• Delivered technical support to end users, addressing system access issues and resolving cloud-related concerns.

• Utilized Azure Monitor and Log Analytics to track alerts, assess system health, and optimize performance for customers. Implemented and maintained Azure Backup and Recovery solutions for virtual machines and critical workloads.

• Configured and managed Azure networking components such as Virtual Networks, Network Security Groups, Load Balancers, VPN connections, and subnet configurations.

• Contributed to the provisioning and administration of Windows Server environments, including Active Directory, DNS, and DHCP services.

• Delivering a high level of service on calls, web cases, emails, and chats and providing prompt resolution to ensure customer satisfaction.

• Managing team with 15 resources in 24/7 support.
• People management
• Monthly evaluations for the team and performance reviews.
• Call Monitoring and giving feedback to executives
• Conducting floor briefing so that that the executives are aware of Process Updates.
• Taking feedback from the floor and implementing the same in co-ordination with higher management to improve customer experience and satisfaction.
• Motivating team and boosting performance.
• Drive Cross-sell for new and additional contracts and upselling new products.
• Query handling.
• Streamlining and formulating trouble shooting methods. Conducting training to coach the team for quality and call structure. Conduct training for OJT candidates on Product and Soft Skills.
• Process management
• Identifying each resource potential & skill and accordingly allocating additional work to them to enhance their personality in professional world.
• Provide support to the resources in regards to process.
• Implementing quality standards, structured processes and execution of the project as per plan.
• Maintain Performance Dashboards, Re-training.
• Weekly, Monthly and Quarterly engagement calls.
• Efficiency and Accuracy management
• Monthly vertical meet with senior management to understand Client’s business and SWOT analysis.
• Operation management
• Conduct floor competition across teams as a motivation activity.
• Absenteeism management
• Skilled in Service-Level Agreements (SLA), Service Improvement, and Service Delivery.
• Break management, Production deficit management & schedule adherence management.
• Manages Web-chat channel along with international voice channel.
• Handling inbound calls & chats escalation for complaints and providing end to end resolution in order to enhance customer experience and restoring customers’ faith with Three UK.