Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Timeline
Generic

Neha Mishra

Barshi

Summary

Seasoned Support expert and IT leader with 12+ years of progressive experience in IAAS, PAAS and SAAS services along with virtualization, and server management. Proven track record of leading teams, driving data centre transformation, and aligning infrastructure strategies with business goals. Adept at partnering with cross-functional leaders to ensure scalable, secure, and cost-effective IT environments.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Support Engineer / Acting Technical Lead

Microsoft
09.2019 - Current
  • Spearheaded the AI Awareness and AI-900 Certification Readiness Campaign at the organizational level, engaging over 190 participants through structured learning paths and interactive sessions.
  • Led a collaboration task reduction initiative resulting in a 14% decrease in support incidents.
  • Designed and launched a community-driven video readiness program, delivering 30+ hours of self-paced content and 35 hours of live training, reaching 12,000+ unique monthly viewers with 8% MoM growth.
  • Improved Customer Satisfaction (CSAT) from 4.31/5 to 4.74/5 by developing a risk analysis and escalation dashboard using Power Automate.
  • Oversaw team operations including case assignment, performance analysis, and tracking of key support metrics (IPD, CSAT, IR, DSAT, TMPI, DTC, %Transfer).
  • Contributed to WBR reports to provide strategic solutions to leadership.
  • Managed end-to-end incident response for critical infrastructure events, ensuring rapid root cause analysis and long-term remediation.
  • Led new hire onboarding and provided annual mentorship to at least four team members, supporting both technical and career development.
  • Fostered a positive team culture through regular engagement and morale-boosting activities.
  • Responsibilities of being Support Engineer: Being L200 SME in Hyper-V and Windows OS networking area
  • Organized and executed yearly team activities, including triages, knowledge-sharing sessions, SME reviews, and readiness planning.
  • Contributed to open-source software development and performance tuning of services hosted on Azure PaaS, particularly App Service.
  • Delivered expert-level support for Linux-based Azure App Services, including containerized web applications built on Node.js, Python, and Java.
  • Led readiness training and knowledge-sharing sessions on OSS container diagnostics and deployment best practices, engaging 30+ participants.
  • Collaborated daily with Customer Account Managers, Delivery Teams, Product Groups, Engineering, and Incident Managers to resolve escalations, conduct root cause analysis, and implement long-term fixes.

Assistant Manager

Vodafone India Limited
05.2016 - 09.2019
  • Led team of seven engineers in server virtualization, storage, and backup for global data centers.
  • Collaborated with stakeholders and cross-functional teams to ensure service feasibility and prevent outages.
  • Resolved SA/NSA faults for PAN India Oracle/Nokia STP connectivity, including Sigtran links and GT routing.
  • Analyzed dashboards and performance reports to increase node productivity and conduct proactive health checks.
  • Scheduled backups and published weekly/monthly reports on incidents, planned activities, hardware issues, and data modifications.

Network Engineer

Tata Communications Ltd.
11.2014 - 05.2016
  • Oversaw O&M for Alcatel, ZTE Softswitch, routers, media gateways, and Tekelec STPs.
  • Managed customer issues: No browsing, slow browsing, frequent disconnects, speed, link down, packet drop, webpage access, latency.

Network Support Engineer

Wipro InfoTech
03.2014 - 11.2014
  • Managed and troubleshooted Vodafone Data Network (MPLS and ILL).
  • Rectified PE-CE issues and SA problems for enterprise customers, reducing MTTR and maintaining SLA.

NOC Engineer

GTL Ltd
01.2013 - 03.2014
  • Active alarm monitoring of BTS Network via OSS and BMC remedy with fault isolation, Ticketing, assignment, and support to Field Eng till resolution.

Education

Bachelor of Engineering - Electronics and Communication Engineering

Bharti Vidyapeeth’s College Of Engineering For Women’s
Pune
01.2011

Skills

  • Good leadership, managerial, and relationship-building skills Team mnagement, Business
  • Fault management, Incident management, change management, configuration management, service assurance, and service delivery and customer support
  • Coaching and Mentoring
  • Windows Server configuration, Windows and Linux OS, and troubleshooting latency and performance issues, Network packet analysis, HAR file analysis,
  • VPN,Wireless, IPSEC, Load balancers, M365, VMware vSphere Basics, VMware Horizon, Workspace one, Hyper-V
  • SME in TCP/IP, DNS, DHCP, File system, Virtualization, AD, PKI, TLS/SSL, Proxy (Zscaler, Nginx, Winhttp, WinInet), Firewalls
  • Cloud platform: Azure, AWS
  • Artificial Intelligence: Copilot, OpenAI and AI Foundry
  • SaaS, IAAS and PAAS Products, On Prem to Cloud and Cloud to Cloud Data Migration,CI/CD
  • Web App deployment: Github, LocalGit, AI Foundry, ZIP deployment, Azure Repos
  • Azure App Service framework: Python (Django, Flask, FastAPI), Nodejs, and container apps
  • Router: Cisco, Juniper, Huawei,
  • Routing protocols: BGP, OSPF, EIGRP
  • Switches: NGN, Nokia, Oracle, Cisco, Juniper, Citrix, ZTE, and Ericsson
  • Reporting tool: Power BI, Power Automate, MS Excel, PowerPoint
  • Networking Tool: Wireshark, Netmon, Azure CLI, CLI, PowerShell and Putty, Filezilla

Certification

  • Microsoft certified: Azure Artificial intelligence fundamental (AI900),Azure Fundamental (AZ900)
  • Amazon Certified: AWS Certified Solutions Architect - Associate (SAA-C01)
  • Cisco certified: CCNA
  • Others: Copilot Champ, Fundamental of Machine learning, Emerging leader foundation, Management Excellence at Microsoft: Model, Coach, Care!
  • ITIL Foundation Certified

Accomplishments

  • Microsoft:

1. ACE award for Q2 FY2022, ACE award for Q1 FY2024

2. Momentum award: Q1 FY 2020, and in Q2 FY 2023

  • Vodafone India Ltd: Start Performer Award for Network Uptime
  • TCL:

1. Network Uptime Award for proactive discovery and resolution of faults

2. Bravo Award for focus on execution

Timeline

Senior Support Engineer / Acting Technical Lead

Microsoft
09.2019 - Current

Assistant Manager

Vodafone India Limited
05.2016 - 09.2019

Network Engineer

Tata Communications Ltd.
11.2014 - 05.2016

Network Support Engineer

Wipro InfoTech
03.2014 - 11.2014

NOC Engineer

GTL Ltd
01.2013 - 03.2014

Bachelor of Engineering - Electronics and Communication Engineering

Bharti Vidyapeeth’s College Of Engineering For Women’s

Similar Profiles

CREATE PROFILE
Neha Mishra