Gollapalli Sai Ashish
Hyderabad
Summary
Seasoned Microsoft Azure Support Engineer & tech lead with over seven years of experience in handling complex support projects. Proven expertise as a Subject Matter Expert (SME) and escalation engineer, demonstrating exceptional logical skills and a deep understanding of both Microsoft and its clients' needs. Renowned for efficiently resolving technical issues, providing strategic solutions, and enhancing customer satisfaction through proactive and reactive support measures. Adept at leveraging Microsoft Azure technologies to drive project success and deliver outstanding service quality.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Digital Cloud Specialist
Sonata Software
Hyderabad
09.2022 - Current
- Assisted global publishers in onboarding their Microsoft commercial marketplace offers such as SaaS, Azure VM, Azure Application, Kubernetes , Cognitive services , Dynamics 365 and Office 365 Apps
- Provided comprehensive support for marketplace-related queries and issues
- Resolved publishing offer challenges efficiently and effectively
- Collaborated with global teams to ensure seamless onboarding processes for publishers across different regions
- Conducted analysis and provided recommendations to optimize marketplace offers for improved visibility and conversion rates
- Demonstrated proficiency in utilizing marketplace tools and platforms for offer management and troubleshooting
- Proven track record of resolving complex marketplace publishing issues, ensuring minimal disruption to operations
- Created and maintained documentation for common troubleshooting scenarios, contributing to a centralized knowledge base
- Conducted training sessions to empower publishers with self-service solutions
- Acted as a liaison between publishers and internal teams, ensuring clear and effective communication channels
- Identified and implemented process enhancements to streamline onboarding and support workflows
- Ensured publishers' offers complied with marketplace policies, guaranteeing seamless user experience
- Tracked and reported key performance indicators (KPIs) related to onboarding success rates, query resolution times, and offer performance
- Stayed updated with the latest marketplace trends, technologies, and best practices to provide cutting-edge support.
Senior Software Engineer
Allyis
03.2021 - 09.2022
- Worked as a Rave desk service engineer
- Assisting Global Microsoft Employees/Partners tool issues
- Investigating/Troubleshooting the typical issues and resolving them by adhering to Policies
- Accepting the access request issues and engaging the teams
- Worked on 12 Microsoft internal tool issues
- Provide continuous support to each individual in Team.
Module Lead
Mindtree
11.2017 - 04.2021
- Worked as Technical Lead for Microsoft Azure Subscription Management and Billing
- Handling a Team of 10 Support Engineers
- To meet Project KPI's and help engineers to meet the Target
- Create guidelines and instruction for engineers to handle the workloads in Team
- Provide continuous support to each individual in Team
- Conduct Team meetings to discuss process updates and share knowledge
- Share the CPE scores on regular basis
- Handle critical escalations such as Social Media and Executive Escalations
- To conduct KT (Knowledge Test) and Triage for the team
- Share ideas for process improvement in daily operations activities
- Play pivotal role in Process Improvement by working with Client and Partner Technical Advisors
- As a lead groom the engineers to help them work efficiently and independently
- Conduct Triage sessions on different topics to up skill the engineers
- Work with Managers to conduct Process Improvement plan in the Team
- Share process related feedbacks to engineers who struggle to meet the Project Goals and Target as a part of Improvement plan
- Review the cases on regular basis and provided action plan to drive the case toward closure
- Promoted from C2(senior software engineer) to C3 (Module lead) and also promted as a technical lead from Support enginer in a span of 12 months
- Received best employee award for the year 2018-2019.
Technical Support Analyst
Genpact Private Limited
Hyderabad
11.2015 - 07.2017
- Worked as a support Agent for google accounts recovery
- Investigating the claim Technically and deliver thefeedback to customer via email
- Manage hot site issues by setting customer expectations, devising action plans, being available 24x7 and professionally communicating to all parties involved.
Customer Care Executive
Sky Cabs
Hyderabad
01.2013 - 06.2015
- Having 2.6 year (30months) of experience as customer care executive in domestic travel agency.
Customer Care Executive
Yellow Taxi
Hyderabad
01.2011 - 07.2012
- Having 1.11 year (23months) of experience as customer care executive in domestic travel agency
- Acting as Team leader
- Handling training sessions to Freshers.
Education
Bachelor of Technology, EIE -
Keshav Memorial Inst of Technology
Hyderabad, TGIntermediate (M .P .C) -
Alphores Jr. College
S.S.C -
Carmel high school, Mandamarri
Skills
- Effective Planning and organizing skills
- Typing speed-35wpm
- Well creative knowledge in all situations
- Spontaneous response
- Adaptable & adjustable nature to any kind of environment & situation
- Very good Team Player, Hard to Smart Worker with adequate analytical, problem solving skills
- Very good Communication Skills and clarity in expression
- Quick Learner and excellent adaptability to work environment
- Sound knowledge in writing skills
- Implementing my innovative thoughts for better writings
- E-mail etiquettes
- Assertiveness skills
- Time and stress management
- Professional excellence
- Ability to tackle any sort of situations
Certification
- Successfully completed Microsoft Azure Infrastructure Solutions 70 – 533 Certification.
- Successfully completed Microsoft Azure AZ-104 Azure Administrator Associate Certification.
- Successfully completed Microsoft Azure AZ-900 Azure Fundamentals external course.
- Successfully completed with ITIL Foundation Certification
Interests
- Travelling
Timeline
Digital Cloud Specialist
Sonata Software
09.2022 - Current
Senior Software Engineer
Allyis
03.2021 - 09.2022
Module Lead
Mindtree
11.2017 - 04.2021
Technical Support Analyst
Genpact Private Limited
11.2015 - 07.2017
Customer Care Executive
Sky Cabs
01.2013 - 06.2015
Customer Care Executive
Yellow Taxi
01.2011 - 07.2012
Bachelor of Technology, EIE -
Keshav Memorial Inst of Technology
Intermediate (M .P .C) -
Alphores Jr. College
S.S.C -
Carmel high school, Mandamarri
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