Hi, I’m
Fahad Ahmed
Chennai
Summary
I am a Technical Lead with over 5+ years of experience, Helping Microsoft clients achieve their cloud aspirations. My expertise span across Microsoft 365 Security, One Drive, SharePoint Online, Microsoft Teams, Messaging, and Collaboration I am a Self-motivated and goal-oriented professional pursuing a career in a professional environment with plenty of room for advancement, growth, and learning.. I have experience in working for startups and Enterprise companies.
Overview
6
years of professional experience
Work History
Gigmos Solution
Technical Lead
03.2023 - Current
Job overview
- Helping Team with M365 queries like SharePoint, Onedrive, Exchange, Planner
- Training SE’s to help customers in Hybrid, Azure-AD and migration scenario’s
- Helping the administrator with the mail flow and the tenant migration
- Fulfilling the customer’s requirements by providing the excellence support with the Enterprise customer’s
- Scrubbing the individual’s BIN to check and help them if any Technical Road Block cases, and to coach them for any misses on the case
- Helping adminstrator with the issues in hybrid environment along with the On-premises
- Helping team ensuring to document the proper tickets and closing it by providing the exact resolution
- Connecting with team on daily basis to understand the concern of each individual and to conduct case bash for any complex issues
- Helping the Team to grow with technical as well as the process procedure
- Giving ideas to the management for the growth of the Business
- Helping the team technically by providing Triages for the Top call generator issues
- Coaching the individual in-terms of KPI’s parameter
- Working with management to improvise the KPI’s as a vendor
- Training the team to help customers with best efforts, even if it is Out Of Support issues
- Connecting with TA on a Weekly basis to understand the team performance and to improve accordingly.
Concentrix
Support Escalation Engineer
10.2019 - 03.2023
Job overview
- Help Document and process the L3 premier tickets
- Help in escalated L3 Tickets and work with Engineering team and SEE for the incident
- Mentor and triage L2 teams about office 365 functionalities
- Actively monitor mail flow threats in our environments and protect users from threat landscapes
- Solution Owner for, Office365 Apps, Exchange Online, and Outlook
- Help Different customers achieve SMTP relay issues
- Handling Exchange Online Premier L3 cases
- Help customers throughout the globe in Hybrid, Azure-AD and migration issues
- Helping the administrator with the mail flow and the tenant migration
- Fulfilling the customer’s requirements by providing the excellence support with the premier customer’s
- Helping admins with the issues in hybrid environment along with the On-premises
- Ensuring to document the proper tickets and closing it by providing the exact resolution
- Helping the Team to grow with technical as well as with the process procedure
- Giving ideas to the management for the growth of the process
- Helping management to get more business to IT
- Helping the Team to meet the required parameter
- Helping the team to work on the escalated issues.
Wipro
Technical Support Engineer
11.2018 - 09.2019
Job overview
- Provided Support to Microsoft customers as a Support engineer for office 365
- My respoibilities are taking Ownership of tickets created by MS customers and drive it to closure with providing satisfactory solution
- Following ITIL process as per Wipro standards on all cases
- Helping organizations in mailflow related queries
- Delivering the KPIs on monthly basis
- Review and find new technologies within M365 that will enhance productivity in IT
- Extensively help with Exchange onprem issues as a part of Preimer support
- Helping Adminstrator with the Admin center and Azure AD center issues
- Ensuring to document the ticket properly and take it to closure in time
- Helping co-workers in small tasks
- Ensure to do case bashing with the team to brush up the skills.
Sutherland Global Services
Associate Engineer
10.2017 - 09.2018
Job overview
- Handling Technical Support AT&T Tickets calling and Web based
- Troubleshooting and resolving technical queries within time
- Helping billing customers with general billing queries
- Expert documenting the tickets and recording all changes
- Taking ownership of customer issues reported and seeing problems through to resolution
- Ensure all issues are properly logged.
Education
AMS College of EngineeringChennai, Tamil Nadu
Bachelor of Engineering from Computer Science
03.2017
Skills
- Office 365
- Security and compliance
- Exchange server 10,13,16&19
- AzureAD
- AAD Connect
- ADFS basics
Timeline
Technical Lead
Gigmos Solution
03.2023 - Current
Support Escalation Engineer
Concentrix
10.2019 - 03.2023
Technical Support Engineer
Wipro
11.2018 - 09.2019
Associate Engineer
Sutherland Global Services
10.2017 - 09.2018
AMS College of Engineering
Bachelor of Engineering from Computer Science
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