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 -
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