Hariharan T

Technical Lead – Microsoft Teams Support, Jan 2025 – Present.

• Led technical operations for Microsoft Teams support, ensuring timely resolution of complex customer issues across global regions.
• Partnering with Microsoft product teams to influence fixes and feature enhancements.
• Coaching L2/L3 engineers, improving team capability, and service quality.
• Managing client communications, RCA documentation, and performance reporting.

Microsoft Support Escalation Engineer, Oct 2024 – Dec 2024.

• Handled high-priority customer escalations with deep technical isolation, and timely resolution.
• Worked closely with Microsoft engineering teams to resolve critical issues.
• Supported internal escalations from peers, enhancing customer experience, and feedback scores.
• In daily activities, I manage Microsoft cases, addressing various issues such as Teams Direct Routing, video feed problems during Teams meetings, admin role challenges, Teams app setup policy concerns, chat-related issues, and channel-specific problems.
• Provided support for Microsoft Teams Rooms setups, ensuring smooth operation of audio/video equipment, teams integration, and network connectivity.

Microsoft Support Engineer, Feb 2023 – Sept 2024.

• Resolved customer issues related to Skype for Business Online, and Microsoft Teams.
• Led user migrations to Teams Only mode, and handled Direct Routing setup and troubleshooting.
• Specialized in team analytics, client performance, and voice routing scenarios.
• Managed escalations and supported team members with complex cases.
• Collaborated with the Microsoft Product Group to address bugs and design gaps via ICM requests.
• Delivered consistent improvements in first call resolution and customer satisfaction.
• Performed log analysis for call quality, sign-in, and service health diagnostics.

Microsoft Support Engineer – Teams (O365 Premier Support) Duration: 9 Months

• Handled technical cases related to Skype for Business Online and Microsoft Teams.
• Led user migrations to Teams Only mode, including Direct Routing setup and troubleshooting.
• Resolved issues impacting Teams analytics, client performance, and voice routing features.
• Managed escalated cases in the Premier support queue, focusing on advanced Teams scenarios.
• Specialized in diagnosing and resolving Direct Routing challenges for Microsoft Teams.
• Consistently improved Customer Help Resolve and First Call Resolution metrics month over month.
• Created and tracked ICM requests with Microsoft Product Group for bugs and design enhancements

Microsoft Teams Administrator Duration: 4 Years 9 Months

• Managed Microsoft Teams and Skype for Business (Online/On-Prem) environments.
• Handled user issues, policy assignments, and license provisioning (Teams, CAP, MTR).
• Configured Teams features, including Call Queues, Auto Attendants, and mobile device setup.
• Administered SBC gateways: signaling groups, voice routes, dial patterns, and certificate renewals.
• Performed RCA for complex issues, and collaborated with MSPs and senior IT to resolve infrastructure challenges.
• Created and managed O365 groups, SharePoint team sites, and quotas.
• Delivered end-user support, remote assistance, and knowledge transfer to Service Desk teams.
• Automated tasks and generated reports using PowerShell scripting.
• Ensured SLA compliance and improved service quality through proactive issue resolution.
• Documented known issues, and created user guides for future reference.