Deepak Duseja

Team Manager (1st February 2018 till date).

• Managing 3 Shifts of 8 Team Members to provide 24x7 Tier 2 & Tier 3
• support for UC Operations (Skype for Business & Teams)
• Arranging required Training and Knowledge Transfer to upskill technical knowledge of team members.
• Conducting Daily/Weekly/Monthly Review calls with customer to discuss ongoing issues and Ticket Trends.
• Conducting regular Huddle Sessions within team to discuss ongoing issues and provide smooth handover between different shifts.

Senior Technical Support Consultant (1 October 2017 - 31 January 2018)

• Working as a Shift Lead and helping customer to get timely support for ongoing L2/L3 issues.
• Mentoring team members and arranging triages to increase technical knowledge of a team.
• Managing and ensuring Patching and maintenance activities (SFB CU Patching, Certificate replacement etc.) for clients are completed on a scheduled time frame.
• Assisting customer to smoothly operate other server maintenance activities (hardware replacement, OS Patching etc.)
• Monitoring and managing Skype for Business Servers through daily health checks to maintain server uptime.

Technical Support Consultant (19th October 2015 till 30th September 2017)

• Providing Daily/Weekly Reports (ServiceNow Ticket Trends, Poor
• Call Trend reports etc.) to customer.
• Troubleshooting and providing timely resolution on L3 tickets.
• Working as an Escalation resource for L2 tickets.
• Providing process related training to team members

MS-Unified Communications (1st September 2013 till 15th October 2015)

• Providing on call technical support for Microsoft Customers on OCS
• 2007, OCS 2007 R2, Lync Server 2010 & Lync Server 2013 environments.

MS-Exchange (5th May 2011 till 31st August 2013)

• Providing on call technical support for Microsoft Customers on Exchange
• On Premise Customers
• Mentoring new SE’s and helping them on technical queries

MS-Exchange Online (26th Feb 2010 till 4th May 2011.)

• Providing on call technical support for Exchange Online Customers.

• Providing on call technical and billing support for Optus ISP Residential Customers
• Troubleshooting on Internet Connectivity issues