Jithin Joseph

As a Technical Lead/Tech Advisor:

• Technical Lead for 10+ engineers in SharePoint/M365 Support Team.
• Enable Engineers by reviewing their technical skills and suggest plan to improve their technical acumen.
• Ensure Customer satisfaction by performing technical recoveries on support cases.
• Identify ways to improve Team KPI Scores.
• Work with Higher Management to identify Goals as an organization and propose plans to implement them.
• Be trusted advisor for customers on best practices for their environment.
• Work with MVPs to find improvements that can be done to product and work on those areas with Product engineering team.
• Find and File Bugs with Product Group for Beta Version of SharePoint.
• Work with Customers to resolve queries related to new features in SharePoint.
• Build Training Documents and train engineers around globe.

As a Support Escalation Engineer:

• Handling escalations/Tier 3 Issues related to Product SharePoint Online (M365 Suite) and SharePoint On-Prem from Microsoft Premier Customers world wide.
• Work with Customers on On-Premises to Cloud Migration for SharePoint and OneDrive Technologies.
• Suggest on process improvements and run projects which will create positive impact on Business.

• Provide Premier Support for SPO and SharePoint On Prem for customers around globe
• Delivered 100% KPI Results throughout this period.
• Performed Technical Triages for team.

• Experience in Domain Administration which includes Active Directory administration File Server Administration DNS DHCP WDS IIS GPOs etc.
• Managed Colocation Infrastructure for Client.
• Lead Role and On-Site SPOC in successful transition of major EMEA Client for Tech Mahindra.
• Pivotal Role in War Games and Client Side Presentations onsite for Executive Management from customer side.
• Lead end to end to acquire Business 100% from Windows Infrastructure Side.
• On Call Support for critical services in Windows Production Environment.
• Creation and handling of RFCs Problem tickets and Incident Tickets.
• Additional responsibility of handling NetBackup infrastructure for client while onsite.