Ahmed Hussain

Experienced Senior Escalation Engineer specialized in Microsoft Azure, AWS, Exchange On-Premise, and Online, handling critical cases, triaging technical issues, testing new technologies, bug fixes, and patch deployments.

Proficient in troubleshooting Exchange deployments, database corruptions, high availability setups, backups, performance issues, migrations, permissions, and mail flow/connectivity problems.

Led successful cloud migration projects using Azure, AWS, and GCP, organized CI/CD pipelines, and worked with various tools and platforms including EWS, O365, data analysis, and project management.

I utilize Service Now for efficient ticket management, ensuring SLA compliance while handling L2 and L3 queries for Intel clients globally.

My role involves analyzing and troubleshooting hardware and software issues and performing software and driver installations on Windows 8, 10, Oracle servers, and remote servers. I specialize in resolving Outlook, Exchange 2010, SharePoint, VPN, OS, and Active Directory problems, including CAS servers, mail flow servers, mail flows, and sync issues.

I effectively manage technical escalations, provide remote assistance to Intel users, offer floor support for new joiners, create performance reports using Power BI in Excel, and monitor SLAs with Pulse, a workforce management tool by Genesys.

I utilize Microsoft's Assistive Desktop Service Now tool for effective ticket management, ensuring SLA compliance. I handle L2 queries for Microsoft clients and paid customers globally, analyzing and troubleshooting hardware and software issues, and performing software and driver installations on Windows 8 and 10.

I specialize in resolving Outlook, VPN, OS, Active Directory, and Exchange server mail flow problems, effectively managing technical escalations.

I provide remote assistance to users, offer floor support and guidance to new joiners for troubleshooting, create daily reports on tickets and quality performance, and manage the nesting period of new joiners.