Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Amit Kumar Hota

Amit Kumar Hota

Technical Support Engineer
Bengaluru

Summary

Dynamic Technical Support Engineer with a proven track record at Microsoft, excelling in problem-solving and customer success management. Expert in root cause analysis and technical troubleshooting, enhancing customer satisfaction through effective resolutions. Developed AI chatbots and optimized documentation processes, driving continuous improvement and collaboration within teams.

Overview

10
10
years of professional experience
3
3
Certifications

Work History

Technical Support Engineer

Microsoft
08.2021 - Current
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored L1 members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Collaboration with the backend team by escalating bugs after finding logs from Cosmos DB and Azure Synapse tool.
  • Responsible for creating new and 100% refreshment of the existing KB in every quarter of the business year.
  • Developed AI chatbots by using the Power Automate low-code tool to automate executive escalation cases coming in the DFM tool.
  • Discussing feature requests with the product manager to raise change requests further.
  • Developed a Support Engineer Power BI report to check the real-time CSAT and DSAT point analysis in the APAC region.

Sr. System Engineer

Ensim (An Ingram Micro Company)
09.2018 - 07.2021
  • Performed root cause analysis to provide resolutions for production issues.
  • Optimized system performance by identifying and resolving complex technical issues.
  • Providing L2 level technical support to CSP Azure customers by troubleshooting in the Azure Portal.
  • Collaborating with the Microsoft vendor support team to resolve the escalated Azure issues from customers.
  • Working in the SLA derived from the Microsoft Vendor Support channel.
  • Responsible for the documentation of the process by using the JIRA tool.
  • Involved in Scrum Call with Core team to bring the recent changes, communication and updates further to L1 Support team.

Systems Engineer

HCL Technologies
08.2015 - 08.2018
  • Contributed towards continuous improvement initiatives aimed at streamlining internal processes and enhancing overall service delivery quality.
  • Designed high availability strategies to minimize downtime during critical systems outages or disasters recovery scenarios.
  • Developed custom software solutions for various business needs, resulting in improved productivity.
  • Conducted end-user reviews for modified and new systems.
  • Optimized networked software and operating systems by applying updates and patches.
  • Maintained up-to-date knowledge of emerging technologies, incorporating innovative solutions into existing systems when appropriate.
  • Optimized server efficiency through virtualization techniques and capacity planning.

Education

MBA - Operations Management

Manipal University
Jaipur, RJ
04.2001 -

B.Tech - Electronics And Telecommunication Engineering

Biju Patnaik University of Technology
Bhubaneswar
04.2001 -

Skills

    Technical support

    Technical troubleshooting

    System troubleshooting

    Problem-solving

    Teamwork and collaboration

    Remote support

    Ticket management

    Technical documentation

    Critical thinking

    Application support

    Customer support

    Root-cause analysis

    Process improvement

    JIRA systems

    Customer success management

    Backup and recovery

    Product knowledge

    Customer relationship management

    Technical expertise

Certification

AZ-104

Timeline

AI-900

12-2024

Technical Support Engineer

Microsoft
08.2021 - Current

AZ-400

01-2021

AZ-104

09-2019

Sr. System Engineer

Ensim (An Ingram Micro Company)
09.2018 - 07.2021

Systems Engineer

HCL Technologies
08.2015 - 08.2018

MBA - Operations Management

Manipal University
04.2001 -

B.Tech - Electronics And Telecommunication Engineering

Biju Patnaik University of Technology
04.2001 -
Amit Kumar HotaTechnical Support Engineer