Adarsh Singh
Technical Lead
Pune,MH
Summary
Skilled Technical lead with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Skype for Business Online and MS Teams and O365.
Experienced with over 3 years of experience in IT. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Technical Lead
Concentrix
Pune, Maharashtra
10.2019 - Current
- Processed over support requests weekly for technical assistance on wide range of issues related to Skype for Business Online and MS Teams.
- Troubleshooting issues related to MS Teams and Skype for Business and taking high level escalations for premier enterprise customers.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Devised solutions to operations issues related to Skype for Business Online and MS Teams, working closely via phone, email, live chat and web teleconference.
- Good knowledge on Active Directory Domain Services
- Experience in configuring Skype for Business, Skype for Business Online, Microsoft Teams and Enterprise Voice
- Experienced in Support, optimize and maintain Skype for Business Online, Microsoft Teams and EV infrastructure with supported topologies and high availability. MS Teams with Enterprise Voice, SBC & gateways, trunks, voice resiliency.
- Good knowledge in Monitoring and Reporting of MS Team call-detail recording and system monitoring.
- Experience with MS Teams full Voice and Video integration. Good knowledge in utilizing MS Teams as PBX replacement.
- Good knowledge on managing Mobile client.
- Experience Design voice interoperability to PSTN, QoS implementation for conference, 3rd Party BOTS Integration, Persistent Chat, MS Teams phone edition.
- Experience in integrating MS Teams with 3rd party telephony environment using gateways.
- Hands on experience on MS Teams Troubleshooting tools (OCS Logger, Snooper, Wireshark, Fiddler etc.)
- Experience on Skype Room System and its implementation.
- Overview of integrating MS Teams Video endpoints, MS Teams meeting room configurations.
- Able to think critically and logically under pressure to resolve technical issues.
- Experience in integrating MS Teams with Exchange Online and SharePoint Online, One Drive etc.
- Knowledge of Enterprise Voice feature Call Admission Control, Call Park, Media Bypass, and Auto attendant, call queue etc.
- Experience of configuring and troubleshooting Dial Plans, Normalization Rules, routes, PSTN Usage, and Voice Policy.
- SIP, SIP Trunk integration, define outbound translation rules, inbound dial plan, SIP Call flow concepts, knowledge of call methods.
- Knowledge on Windows & Lync PowerShell.
- Experienced in MS Teams Enterprise Voice troubleshooting.
- Experienced in MS Team Licensing and its assignment.
- Understanding of various MS Teams components in Depth. Experience in Capacity planning.
- Knowledge on Bandwidth planning, optimal conferencing traffic, capacity, QOS support.
- Understating of UM dial plans, normalization rules, UM auto-attendant, subscriber access, UM placement and capacity.
- Good knowledge with Microsoft compatible Voice Gateway (e.g., AudioCodes, Sonus) or 3rd Party voice solutions.
- Knowledge of Integration of 3rd Party BOTS with MS Teams.
- Knowledge of MS Teams Channels and its Various Features
- Knowledge on Integration of 3rd Party Social apps with MS Teams
- Understanding of response groups, response group agents, queues, workflow, call routing methods, having understanding on configuring MS Teams based call center solution.
- Knowledge on One Drive, Group Calendar and others O365 apps integrated with MS Teams
- Good knowledge on SharePoint, Exchange online
- Excellent knowledge on Teams direct routing and enterprise voice features
- Troubleshoot issues related to Teams direct routing and PSTN services
- Setup direct routing in MS Teams
- Delivered in-depth MS Teams training, imparting knowledge of best practices for protecting data and minimizing errors.
- Mentored junior team members, providing educational expertise on technical concepts and MS Teams.
- Offered input on technical and platform-related strategic planning initiatives, prioritizing overarching business goals.
- Researched and adopted new technologies to add value to existing offerings.
- Advised management, business and technical staff on solutions using specific domains or technology.
- Provided educational expertise and mentoring to junior team members.
Customer Service Representative
Vodafone New Zealand
Pune, Maharashtra
02.2019 - 09.2019
- Installed and provided troubleshooting and customer training for high-speed internet and telecommunication systems.
- Utilized industry equipment to analyze, identify and resolve technical problems.
- Complied with all company quality, security and safety guidelines.
- Trained new employees to properly perform installations and repairs.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
- Installed and configured new devices and system components.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
Customer Service Representative
Tech Mahindra
Pune, Maharashtra
02.2018 - 02.2019
- Educated customers on promotions to enhance sales.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Leveraged sales expertise to promote Product or Service and capitalized on upsell opportunities.
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in decrease in cancellations.
- Recommended Product or Service to customers, thoroughly explaining details.
Senior Practitioner
Concentrix
Pune, Maharashtra
07.2015 - 01.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Trained batches and provided support for the new employees in terms of product.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to broadband services.
Education
Information Technology Project Management
Narsee Monjee Institute of Management Studies
Mumbai, MH 01.2022 - Current
Bachelor Of Computer Science - Computer Science
ISBM University
Pune 06.2017 - 02.2020
HSC - Science Education
Pune University
Pune 06.2012 - 03.2013
SSC -
Angel's High School
Pune 06.2010 - 03.2011
Skills
Customer service expert
undefinedCertification
Microsoft 365 Skype and Microsoft Teams support associate
Timeline
MS - 700 Teams Administrator Associate
08-2022
Information Technology Project Management
Narsee Monjee Institute of Management Studies
01.2022 - Current
Microsoft 365 Skype and Microsoft Teams support associate
12-2020
Technical Lead
Concentrix
10.2019 - Current
Customer Service Representative
Vodafone New Zealand
02.2019 - 09.2019
Customer Service Representative
Tech Mahindra
02.2018 - 02.2019
Bachelor Of Computer Science - Computer Science
ISBM University
06.2017 - 02.2020
Senior Practitioner
Concentrix
07.2015 - 01.2018
HSC - Science Education
Pune University
06.2012 - 03.2013
SSC -
Angel's High School
06.2010 - 03.2011
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