Neha Balouria
IT
Gurgaon,Jammu
Summary
IT professional with 9+ years of on-site Telephony and support services experience, coupled with Microsoft Teams Phone and application subject matter expert experience. Proven history of providing supplemental and total management support for IT systems. Developing and implementing initiatives that foster adoption of corporate objectives. Successful in establishing and maintaining Telephony networks and servers with strong aptitude for identifying solutions to solve client challenges. Experience with Microsoft Teams Phone. Extensive knowledge in acquisition of services, strong technical writing and Test Plan documentation skills. ITIL Foundations certified with Service Now Incident, Problem and Change Management experience. Proficient in Multi-Tasking, and the ability to meet critical deadlines, Identify problems and develop effective solutions. Team-Centered with excellent time management skills and leadership competencies.
Overview
9
9
years of professional experience
6
6
Certification
Work History
Microsoft Teams Senior Solution Expert
Siemens Energy
05.2021 - Current
- Identified key product features for Microsoft Teams users, and curated training resources that assist new adopters with transitioning to the platform.
- Served as consultative resource on Microsoft Teams phone. Working with Teams communications administration.
- Contributed to Microsoft Teams Pilot user experience analysis, and program reporting to stakeholders.
- Managed training calendar, planned and promoted bi-weekly Office Hours to encourage user engagement and offer user support.
- Managed MS Teams Voice and Video Workplace Page
- Managed user issue tracking, triage and assistance for MS Teams.
- Managed any configuration changes at user level or organizational level regarding Teams.
- Manage KB articles for Teams in organization.
- MTR (Teams meeting rooms) solution for MS Teams
- Application management and integration in MS Teams
Senior Technical Lead (SFBO & MS Teams)
Concentrix
10.2017 - 05.2020
- Worked with Microsoft as Vendor in MS Enterprise support, paterns support and Premier support.
- Assisted team to handle issues related to both the application (SFB Online & MS Teams) and provide floor support to all Tier1 and Tier2.
- worked on many issues like Sign in issues in Skype for Business and Microsoft Teams application, user provisioning issues, Call quality issues, Skype for Business Delegation issue, DNS issues, Federation issues, Screen Sharing issues, MS Teams presence issue, Migration from Skype for Business to MS Teams, Hybrid Setup, Issue with Teams and channel in MS Teams etc.
- Direct Routing Setup in Microsoft Teams.
- Trained new hire staff on enterprise telephony applications and services.
- Maximized network availability and performance by monitoring, troubleshooting, resolving outages and scheduling upgrades,
- Produced system configurations and procedural documentation.
- Communicated with end-user to address device problems and implement technical or procedural solutions.
- Evaluated client telecommunications needs and recommended targeted solutions.
- Supported end-users with network and device troubleshooting and diagnosis.
- Evaluated internal systems and prepared training initiatives to mitigate ongoing problems.
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
Customer Engineer
HCL Services Ltd
10.2014 - 10.2017
- Worked as customer engineer in Remote Technical support Group.
- Worked as Service Desk Lead
Education
MBA - HR & IT
Swami Vivekanand Subharti University
Meerut07.2018
B Tech - Information Technology
Jammu University
Jammu07.2014
Secondary School Examination - Regular
J&K Board
Jammu03.2009
High School Diploma -
J&K Board
Jammu03.2007
Skills
- Technical solutions development
- Change Management
- Strategic Planning
- Skills Assessment
- Team Building
- Conflict Resolution
- Leadership methodology and Assessment
- Mentoring/Coaching
- Transformation & Culture Change
- Infrastructure planning and design
- Technical infrastructure migration
- Process development
- Troubleshooting and diagnosis
Affiliations
University Topper in one of the semester .
Certification
ITIL V4 Foundations
MS-700 (Teams Administrator Associates)
MS-720 (Microsoft Teams Voice Engineer)
347-Enabling Office 365 services
341-Core solutions of Microsoft office 365 Identities and Requirements
346-Managing Office 365 Identities and Requirements
410-Installing and Configuring Windows Server 2012
Additional Information
TOOLS KNOWLEDGE FOR LOGS ANALYSIS :
Netmon
Fiddler
Skype for Business Client Logs
Teams Diagnostic
Polycom device Logs
SBC Logs
GROWTH PATH:
- Oct’14 – June’15 : Apprentice Trainee in RTSG, HCL Noida.
- July’15– June’16 : Customer Engineer – Infra Management System , Gurgaon.
- July’16 – Oct’17 : Team lead – IT service desk , Gurgaon
- Oct’17 – June’18 : Technical support associate - Office 365 support, Concentrix
- July’18 – Sept’19 : Senior Advisor I – Office 365 support, Concentrix
- Oct’19 – May’2021 : Sr. Technical Lead - Office 365 support, Concentrix
- June’2021-Present: Sr. Solution Expert – MS Teams
Timeline
Microsoft Teams Senior Solution Expert
Siemens Energy
05.2021 - Current
Senior Technical Lead (SFBO & MS Teams)
Concentrix
10.2017 - 05.2020
Customer Engineer
HCL Services Ltd
10.2014 - 10.2017
MBA - HR & IT
Swami Vivekanand Subharti University
B Tech - Information Technology
Jammu University
Secondary School Examination - Regular
J&K Board
High School Diploma -
J&K Board
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