Kumar Gaurav

• Monitor and evaluate performance, supports readiness, and improvement in support quality for
both internal teams and partners.
• Perform thorough case reviews and customer wellness checks; ensure the progression of cases
to help solve increasingly complex technical issues.
• Act as case escalation point for engineers to unblock servicing and escalation processes.

Drive case triage meetings to share knowledge with engineers and develop efficient customer
solutions.
• Provide actionable process or technical feedback derived from case reviews to Service Delivery
Managers, subject matter experts, and Managers at delivery partners.
• Collaborate on cross-team and cross-product technical issues by working with resources from
other groups as needed to resolve customer issues.
• Help drive top priorities by working with managers, engineers, Serviceability team, and other
stakeholders.
• Engage and collaborate with other Microsoft groups, including escalation teams and the
development team, in gaining resolution for critical, complex issues.
• Teach Support Engineers to collaborate with internal teams and build communities to resolve
customer and partner issues.
• Manage the swarming process to ensure the right individuals and resources are in place to
resolve issues in a timely manner.
• Serve as an early warning system, notify appropriate impacted audiences, and make
recommendations on how to fix it.
• Improve existing troubleshooting workflows and may partner with engineers to develop new
troubleshooting tools.
• Generate process improvement ideas by analyzing trends (e.g., case types and volumes).
• Propose revisions to process and policy KBs to address pain areas for customers and advocates.
• Evangelize processes and process improvements.
• Monitor and evaluate performance, supports readiness, and evaluate driver improvement in
support quality for both internal teams and partners.
• Contribute to the creation and implementation of readiness plans and content in collaboration
with various stakeholders.
• Perform technical mentoring of others to share technical expertise.
• Serve as subject matter expert in specific areas (e.g., performance, connectivity) and displays readiness for area globally.

• Helped team to improve the performance by 20% and meet all the KPIs.

• Working with Azure Kubernetes Services (AKS) team.
• Scoping and documenting customer scenarios, potential causes and troubleshooting steps.
• Effectively communicating with customers and stakeholders via, phone, email or any other
available means
• Assess self-knowledge and collaborate or escalate as needed.
• Proactively work towards self-development and sharing knowledge.
• Ensuring compliance with schedules; processes and MS policies and values
• Being the customer’s advocate in driving appropriate internal resources (e.g. SMEs, PGs) for a
pleasant customer experience delivery.
• Setting customer expectations and resolving incidents in optimum SLA accordance.
• Participating in knowledge development forums and creating internal documentation in
collaboration with internal resources for higher productivity and seamless customer support
delivery.
• One of the top performance of the team by maintaining all the KPIs

• Helped Azure IaaS Virtual Machine customers with their technical queries and issues.
• Troubleshooting issues related to Azure Virtual Machines.
• Operational issues related to the underlying Azure Platform components.
• Operational issues such as deployment, provisioning, de-provisioning, updating, deleting,
performance related to storage and VM Availability issues such as unexpected VM restarts,
failure to start, stop, or restart a VM, unable to RDP/SSH to a VM and ASM to ARM migrations
including service impacting events (outages) impacting Virtual Machines.

• Define, Monitor, Analyze and Manage business performance through measurement of critical
metrics through Monthly Ops meetings and weekly Business Review meetings.
• Analyze available information to publish highlights on key factors to facilitate Leadership decision
making.
• Provide strategic and comprehensive support to specific areas of business-like Planning &
Tracking, Budget Allocation, Forecasting and Metrics management.
• Implemented a comprehensive performance improvement and management system that boosted
operational performance.
• Maintain effective client relations by understanding their requirements and spear heading
operational team to deliver in accordance.
• Identified key points of impact of quality and training on service delivery, giving inputs to improve
their effectiveness.

• Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
• Led employee relations through effective communication, coaching, training, and development.
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Established team priorities, maintained schedules and monitored performance.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

• Mentored new hires, resulting in stronger employee development and increased productivity.
• Conduct training for different Microsoft Products and Processes.
• Prepare reports related to the agents’ performance.
• Performance Management.
• Take triages on specific modules to update the team on upcoming issues.
  

• Assisting Microsoft consumer customers for India and Sub-Continent over the phone or
  email.
• Providing technical assistance with Microsoft Consumer Products (Windows, MS Office).
• Maintained a good performance throughout by meeting all the targets.

• Assisting Symantec customers globally via email support.
• Helping customer with their technical issue related to Symantec products.
• Handled customers escalations and helped them with the refunds.
• Maintained a good overall performance by meeting all the KPIs.