Balaji J

• Supported Microsoft Project on PCY VM, server, and RCA on Azure
• Provided multi-client cloud infrastructure support on Azure
• Offered solutions and guidance to customers, escalating issues to USA Teams
• Provided support on critical cases and suppressing the situation to normal

Supported Areas:

Microsoft Azure customers

• Multi-client technical support, handled escalations, focused customer experience, with multiple various tools, troubleshooting
• Cloud infrastructure and business enablement.

• Managed Genesys Admin, Azure, Polycom, Cisco phone issues, and more
• Oversaw BIOS and Windows patching and updates
• Forecasted the upcoming plans to management and handled outages
• Handled backlog cases and voice support for critical issues and trained agents
• Promoted as Team lead on client project and managed the agents, outages, and escalations on certain scenarios

Supported Areas:

Genesys Admin, Azure Admin, Handling Polycom and Cisco phone issues, Application Management, Citrix Admin, Server Management, Desktop Support, Hardware Setup, and Installation, VM setup, Call issues handling, Team Viewer, 0365 troubleshooting and access issues handling, Cisco Switch and Router issues, monitoring on Cisco Meraki dashboard, Kasea, CRM, Citrix workspace and browser issues and managed from the cloud.

• Handled incidents on multiple platforms (calls, chat, emails)
• Worked on cloud platforms: Azure, Azure directory, Azure VM
• Collaborated simultaneously in teams responsible for domain re-join, pc setup, admin rights, etc

Supported Areas:

• Part of the following Teams: PC Setup and Reimaging Team, 0365 Team, Exchange Online Admin, Mail Management Team, Mobility Team, Uptime Team, HR Team, Frontline Team, Incident Management Team
• Addressed 0365 64 to 32bit installations, Wi-Fi driver issues, Windows Activation, Teams installation, Company Portal and Pulse installation, App Gate installation along with PC setup, IT Software Centre issues, SCCM repairs, Updating of Avaya policy for modern image, helped users to add and remove or create names in PDL, distribution group and list, worked on creating users-lD’ on Active Directory and giving access for certain users and business enablement in tough scenarios with workarounds.