Navneet Mishra

• Assisting School administrators to set up a Custom domain or continuing with the default domain after transition from Live@edu to Office 365 for Education
• Troubleshooting issues with direct enrollment with Office 365, change of domain name and DNS records
• Responsible for troubleshooting issues with Single user addition or Bulk import via a CSV file, Synchronization of directories in case of an existing On-premises Active Directory, Managing licenses and Assigning administrator roles
• Assisting administrators to Import user mailboxes either by migrating completely to Office 365 and discontinuing user of On-premises mailboxes via Cut- over/Staged/IMAP migrations or keeping On-premises mailboxes in sync with Office 365 by setting up Exchange Hybrid Deployment
• Troubleshooting errors in Migration and Mail-flow
• Troubleshooting issues with Active Directory Federation Services, Directory Synchronization and Single Sign-On
• Assisting administrators with setting up mobile access for users

• Working on 5230, 5240, 5330, 5340, Netbackup, Flex and Access Appliances
• Installing, configuring, and maintaining appliance systems using RedHat Linux 6.x and 7.x
• Troubleshooting NetBackup core issues in heterogeneous environments (Windows, Linux)
• Analyzed complex Appliance issues and worked on large enterprise and business-critical applications
• Planned and implemented upgrades to system hardware and software
• Configuring, Managing, Upgrading and Troubleshooting NetBackup and NetBackup Appliances from version 2.7.3 and above
• Implementing and configuring various backups policies based on customer needs
• Configuring Storage Life Cycle Policies (SLP) and Auto Image Replications (AIR)
• Configuring and Troubleshooting Media Server Deduplication (MSDP) and advanced Disks
• Performance tuning of NetBackup Appliances
• Assistance in DR situations and complex emergency down situations
• Basic understanding of storage shelf’s of Promise, Seagate, Netapp used with NetBackup Appliances
• Root cause analysis for complex issues e.g. process failure, communication gaps, network settings, firewall, host name resolution and hardware failure/detection errors
• Actively manage customer expectations in relation to support work taking place and planned work, under the guidance of the Technical Support Account Manager
• Develop, re-define and document best practices to provide to internal teams (Support/R&D) for support process and improvements
• Provide quality service to Business Critical Customers and work closely with BCAMs to provide the best support
• Understanding about networking concepts and troubleshooting network latency issues and finding bottle necks
• Troubleshooting basic performance related issues and to some extent analyze the application crashes
• Troubleshooting Appliance Hardware along with engaging the delivery teams for parts replacements and boot related issues

Backup Exec Partner Team(Escalations).

• Assisting customers in troubleshooting and resolving issues with Backup exec core product and agents and options including: Deduplication, Hyper-V, VMware and MS-SQL
• Troubleshooting Hardware issues including Robotic Tape libraries, Disc based storage
• Following proper escalation process for unresolved issues
• Providing RCA to customers
• Performing Disaster Recovery for Windows Servers
• Backup and Restore of Active Directory, SharePoint, VMs hosted on VMWare and Hyper-V and Microsoft SQL
• Simulate customer issues related to Backup Exec on test servers to provide accurate troubleshooting steps and resolves the issues

Roles and Responsibilities.

• Creating and Sharing Knowledge Base within Team and Publishing it globally for external users
• Provide technical subject matter expertise wherever required
• Handle technical and management escalations and see problems through to resolution
• Facilitating customer communication, education and retention
• Managing a large number of disparate customer issues in parallel
• Collaborating with internal and partner teams on issues and their solutions
• Reviewing manuals, release notes and patch documentation for possible issue resolution
• Assist on Engineering/Product Management teams as customer representative
• Utilizing remote secure access technologies to diagnose and resolve customer issues
• Meeting Service Level Agreements metric for all customer channels
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Recreating and verifying software defects in the field or under lab conditions reported by customers
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Work in shifts with coverage 24 x 7 x 365
• Ensure proper documentation and closure of all customer issues

Escalation & Team Handling

• Contributing to improvise/streamline the Veritas NetBackup Support Team in terms of case and customer handling
• Escalations and putting forward ideas for the improvement process
• Working as a UAT (User Acceptance Testing) Team member for Oracle Service Cloud
• Contributing towards for training for new hires
• Creating documents and presentations for training and troubleshooting
• Managing the new joiners to get used to the organization and helping then with their initial stages of work and acting as their first point of contact
• Working with the Team managers and handling the team
• Being the first Point of contact for the team members, acknowledging team mate’s requests and cascading it to the Managers
• Participating in different projects to get the necessary resources for the Team members, for a proper flow of work
• Handling the team data and management of the resources for the team
• Providing inputs to the higher management regarding daily escalation
• Monitoring and mentoring Customer CSAT, Team Leaves
• Attending regular training and discussions about the new releases and product updates
• Working on internal case auditing for all team members to ensure standard, consistent and quality support practices