Abhishek Bajpai
Lucknow
Summary
Accomplished engineering professional with over 9.5 years of experience and a solid foundation in Microsoft 365, specializing in collaboration and communication technologies. Enthusiastic team player dedicated to contributing to organizational success and pursuing career advancement. Achievements include mentoring, triaging critical issues, and showcasing technical acumen, along with a proven ability to foster team growth.
Overview
10
10
years of professional experience
Work History
Associate Consultant
HCL Technologies
Noida
04.2025 - Current
Senior Consultant
Infosys Limited
Gurugram
09.2022 - 04.2025
- Working as a Technical Lead for Microsoft Teams and Enterprise Voice. I am responsible for offering support to Microsoft clients.
- Mentoring a team of 9 junior consultants, helping them enhance their skills, and contribute more effectively to projects.
- Troubleshot issues by understanding the issue, diagnosing the root cause, collaborating with internal teams, and coming up with effective solutions.
- Assess and triage application issues, whether it's by design or configuration issues, and escalate to the development team for application bugs.
Tech Lead, Operations
Concentrix India Services Pvt Ltd.
Gurugram
10.2019 - 09.2022
- Managed a team of around 10 support engineers, providing assistance to Microsoft 365 Premier customers.
- Oversaw support for Level 1 and Level 2 engineers, managed client escalations, and handled priority incidents.
- Collaborated with internal teams to ensure timely and effective resolution.
- Expertise in handling global Microsoft Teams and Enterprise Voice issues for Global Administrators.
- Utilized NGC tool to check diagnostics logs and call IDs for Teams calls.
- Responsible for the creation and modification of organizational data in Azure Active Directory and O365 admin portals.
- Handled Sip domains, on-prem, hybrid, and cloud environments, including AD sync for entire organizations.
- Troubleshot Teams device issues, PSTN calling and identified bugs during the transition of on-premises users to the cloud.
- Diagnosed bugs and errors by fetching debug, media, and fiddler logs for desktop and web clients.
- Competent in Teams meeting scenarios, direct routing, SFB to Teams migration issues, call queues, auto attendants, and modifications within the Teams admin portal for the entire organization.
Senior Analyst
HCL Technologies
Noida
01.2018 - 10.2019
- Responsible for managing all IT administrative tasks for a US client.
- Handled Tier 2 Office365 issues, specializing in Microsoft Teams, SharePoint, OneDrive, and Exchange, with proficiency in Azure Cloud.
- Collaborated with cross-functional teams to identify and implement improvements, enhancing operational effectiveness.
- Ensured timely resolution of tickets, maintaining service level agreements (SLAs) for clients.
- Managed laptop and desktop issues and escalations for global clients.
- Utilized the Incident Management System, ServiceNow, to document and manage problems and work requests.
Floor Support
Convergys India Services Private Limited
Gurugram
09.2015 - 01.2018
- Provided technical support to US clients, assisting in the troubleshooting and analysis of hardware systems, Windows, networking, and software issues over calls.
- Mentored team members and provided support to L1 engineers to resolve client incidents.
- Designed, developed, and implemented effective troubleshooting methods for systems and equipment.
- Prepared daily call reports, shared them with the engineering team, and managed issues from creation to closure.
Education
Bachelor of Technology - Electronics And Communications Engineering
Dr. A.P.J. Abdul Kalam Technical University
Uttar Pradesh06.2015
12th - Computer Science
Lucknow Public College
Lucknow05.2010
High School - Computer Applications
Lucknow Public School
Lucknow, Uttar Pradesh05.2008
Skills
Expertise in the Microsoft Teams application and its services, including chat, calls, meetings, and channels
Proficient in planning and configuring Teams within an organization and understanding coexistence modes
Skilled in Teams Admin Center and Office 365 administration, managing policies via both TAC and PowerShell
Experienced in migrating Skype for Business (SFB) to Microsoft Teams
Utilizing the Call Quality Dashboard (CQD) for troubleshooting call quality issues
Responsible for setting up and administering Teams Voice functionality, including call queues and auto attendants
Capable of planning and configuring Teams meeting rooms, phones, and devices (IP Phones)
Knowledgeable in direct routing setup, enterprise voice, SBC, and protocols such as SIP and TLS
Strong understanding of Active Directory and its integration with Azure AD
Fundamental knowledge of SFB servers, ADFS, DNS, and DHCP
Knowledge of diagnostic tools like Wireshark, HAR, Fiddler, and Teams debug logs
Foundational knowledge of networks, TCP/IP, OSI model, and cloud and hybrid environments
Accomplishments
- Honored as 'Employee of the Year' at Convergys India Services Pvt Limited for outstanding performance in 2016.
- Recognized as 'Best Technical Lead' at Concentrix India Services Pvt Limited for achieving client targets in 2021.
- Awarded 'Rockstar' performer by Infosys Limited in 2024.
Personal Information
- Date of Birth: 09/19/92
- Gender: Male
- Nationality: India
Skills
Strong leadership skills
Productivity Improvement
Operations Management
Organizational Development
Understanding team building
Consulting
Timeline
Associate Consultant
HCL Technologies
04.2025 - Current
Senior Consultant
Infosys Limited
09.2022 - 04.2025
Tech Lead, Operations
Concentrix India Services Pvt Ltd.
10.2019 - 09.2022
Senior Analyst
HCL Technologies
01.2018 - 10.2019
Floor Support
Convergys India Services Private Limited
09.2015 - 01.2018
Bachelor of Technology - Electronics And Communications Engineering
Dr. A.P.J. Abdul Kalam Technical University
12th - Computer Science
Lucknow Public College
High School - Computer Applications
Lucknow Public School
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