Years of professional experience
MOHD ATIF SHAIKH
Technical Lead
Abu Dhabi
Summary
INTRODUCTION: As an experienced and passionate Exchange Engineer, I am seeking the opportunity to take on new challenges, explore new processes and technologies and expand my current skill set. Have a total experience of more than 8 years and 5 Years of relevant experience in the IT field, challenges, and clients. To associate myself with an organization in which I can work to my best potential make significant contribution towards growth.
Overview
10
10
2
2
Certificates
Work History
Technical Lead
LTIMindtree
Pune, Maharashtra
05.2022 - Current
- Managing a team of 10 Tier 1 Support Engineers and 1 Escalation Engineer
- Provide resolution to Escalation engineers and Tier 1 engineers
- Analyzing the team’s performance to enhance key client SLA
- Creating improvement action plans and driving them with the help of Technical Advisors and
- Support Escalation Engineers (SEE)
- Building a team that effectively supports client programs, products, and services
- Driving and developing superior customer service and high performing attitude
- Administer performance management by diagnosing improvement opportunities
- Perform quality checks, develop, and review action plans, identify areas to improve, and implement measures to improve performance levels and meet objectives
- Conducting regular triages and grooming engineers to understand and achieve the process goal path
- Conduct weekly bridge calls with Technical Advisors
- Responsible for training, triages and conducting Knowledge measures monthly
- Reviewing support tickets daily to make sure the troubleshooting is going in the right direction and to add correct action plan which can resolve the issue faster
- To work with the customer directly when a Tier 3 engineer is required.
Senior Escalation Engineer
CONCENTRIX / CONVERGYS
10.2017 - 05.2022
- To handle escalated cases which are beyond the capabilities of the Frontline agents
- Implementing Microsoft Technology Solutions supporting customers business goals and leveraging additional Microsoft Services
- Performing Exchange and Exchange Online Migrations: IMAP, Cutover, Staged and Hybrid Move
- Assist Microsoft premier customers in troubleshooting issues related to Hybrid Mail flow,
- Autodiscover, OWA, ActiveSync, Outlook Anywhere, Outlook Connectivity and Cross Forest
- Free/Busy
- Assisting customer in securing the data by deploying DLP, Azure Information Protection solutions
- Planning, deploying, and troubleshooting AAD Connect issues
- Assisting customer secure their organization by leveraging different services like Microsoft
- Defender ATP, Conditional access, Privileged Identity Management
- Root Cause analysis for Spam\Phish\Spoof emails.
Customer Support Executive
Tech Mahindra Business Services
11.2015 - 10.2017
- Handling network queries
- Troubleshooting software related issues of android and apple IPhone
- Helping customers performing Backup/Restore on Android and Apple Devices
Customer Service Executive
WNS Global Services
05.2011 - 02.2013
- Assisting customer is regarding hotel reservation across the globe
- Cancellations, modification of dates and booking vacation packages abroad.
Customer Service Executive
IBM Daksh
02.2010 - 10.2010
- Complete configuration setup & troubleshooting of SOHO Routers
- Device security enhancement expert, setting up the security of a Router to the maximum level
- Handling other common issues with the computer like troubleshooting Software issues, Virus
- Removal, Windows Update, Slow Performance, Browser Issue etc.
Education
Bachelor of Commerce – B. Com -
Shivaji University
Higher Secondary Certificate – H.S.C - undefined
Shivaji University
Secondary School Certificate – S.S.C - undefined
Maharashtra State Board
Skills
Technical Support
Technical Analysis
End user support
Experienced in [Exchange Online, Office 365, Azure AD Connect, Active Directory, Azure Active Directory]
Technical training
Certification
MS 900
Timeline
MS 900
02-2023
MS 100
02-2023
Technical Lead
LTIMindtree
05.2022 - Current
Senior Escalation Engineer
CONCENTRIX / CONVERGYS
10.2017 - 05.2022
Customer Support Executive
Tech Mahindra Business Services
11.2015 - 10.2017
Customer Service Executive
WNS Global Services
05.2011 - 02.2013
Customer Service Executive
IBM Daksh
02.2010 - 10.2010
Bachelor of Commerce – B. Com -
Shivaji University
Higher Secondary Certificate – H.S.C - undefined
Shivaji University
Secondary School Certificate – S.S.C - undefined
Maharashtra State Board