EDWORD VARGHESE
Senior Escalation Engineer
Pune
Summary
A highly accomplished Escalation Engineer with over 3.5 years of experience in the technical industry. Proficient in efficiently troubleshooting complex technical issues and delivering superior solutions. Proven track record in setting up infrastructures, conducting global workshops, and driving customer-focused solutions. Skilled in mentoring, technical triages, and resolving complex issues. Adept at end-to-end project management and robust system architecture. Excels in driving high-impact technical initiatives and cultivating strong stakeholder relationships for project success.
Overview
3
3
years of professional experience
5
5
Certifications
5
5
Languages
Work History
Escalation Engineer (Microsoft-CSS Project)
Concentrix
10.2021 - Current
- Expert in handling complex escalation cases by utilizing log diagnostics and trace analysis methodologies to provide technical support for multiple clients, resolving issues related to Microsoft Server and Cloud Platform
- Created knowledge base articles for common issues, enabling quicker resolutions for customers and support staff.
- Developed troubleshooting guides for the team to efficiently diagnose and resolve complex technical problems.
- · Engaged with Microsoft Engineering/Supportability teams to investigate potential product defects.
- Demonstrated expertise in troubleshooting Remote Desktop Services (RDS) architecture, Remote Desktop Licensing, Azure Virtual Desktop (AVD), FSLogix profiling solution and User profile disk (UPD) and more
- Expert understanding of cloud computing, IAAS, PAAS, SAAS, cloud
application and on-premise infrastructure to azure cloud migration - Assisted with designing, developing and implementing solutions to drive
transformation aligned to Windows Client and Server W.R.T. azure active
directory, performance, networking and storage. - Also, experience working with Azure technologies such as Azure AD,
Azure Virtual Network, Azure storage, Azure log analytics - Served as a subject matter expert in key technology areas, providing guidance and expertise to colleagues and clients alike.
- Exhibited technical leadership through mentorship, learning and development, and knowledge sharing.
Education
Master of Science - MCA(MASTER OF COMPUTER APPLICATIONS)
Ajeenkya DY Patil University
Pune 04.2001 -
Bachelor of Science - BBA-IT
Symbiosis Institute of Computer Studies And Resear
Pune 04.2001 -
Skills
Azure Infra & Cloud
Azure Virtual Desktop
Azure Active Directory
Azure Virtual Network
Azure Storage
Azure Monitoring
Azure Insights
FSLogix User Profile
Intune
Microsoft 365 Cloud PC
Microsoft 365 Services
Remote Desktop Services
Remote Desktop Licensing
Remote Desktop Roles
User Profile Disk (UPD)
Group policy for RDS
Remote Desktop Protocol (RDP)
Multi-factor Authentication (MFA), Network Level Authentication (NLA) & SSL encryption
Core OS components: WMI, WinRM, PowerShell, MSI Installer, Task Scheduler
Device installation
Server maintenance
Time management
Interpersonal Skills
Conflict Resolution
Teamwork
Adaptability
Leadership
Critical Thinking
Certification
AZ-800: Administering Windo Server Hybrid Core Infrastructure
Timeline
Escalation Engineer (Microsoft-CSS Project)
Concentrix
10.2021 - Current
Master of Science - MCA(MASTER OF COMPUTER APPLICATIONS)
Ajeenkya DY Patil University
04.2001 -
Bachelor of Science - BBA-IT
Symbiosis Institute of Computer Studies And Resear
04.2001 -