Nehal Indrakumar
Support Escalation Engineer
Bengaluru
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and customer service requirements. An accomplished Support Engineer with in-depth experience consistently rising through ranks.
Overview
6
6
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Technical Lead
Allyis
08.2023 - 12.2024
- A blend of leadership, technical expertise, and a deep understanding of Microsoft 365 services
- Leading a team of technical experts who provide concierge-level service to enterprise customers using Microsoft 365 products
- Through proactive support, continuous learning, and strategic collaboration
- Focusing on improving customer satisfaction by creating detailed project plans, setting performance goals, and tracking progress to ensure the team meets its objectives
- Making sure the team helps customers in resolving escalated issues, ensuring that they provide accurate, efficient, and effective solutions
- Optimized resource allocation across multiple concurrent projects by closely tracking team capacity levels against project deadlines and milestones.
- Provided educational expertise and mentoring to junior team members.
- Facilitated knowledge sharing sessions, strengthening team expertise and fostering collaborative work environment.
Support Engineer
Concentrix
02.2022 - 05.2023
- Patched software and installed new versions to eliminate security problems and protect data
- Deploy and manage different solutions on Exchange Server and Exchange Online and knowledge of Active Directory services
- Understanding about DNS, DHCP, IP Networking, Firewall, SMTP, HTTPS and Load Balancer's
- Configure and manage send/receive connectors and solve mail flow issues
- Operate the different elements implied on hybrid environments including migration to O365
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Connected to computer of client using remote link to install programs and applications.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Upgraded operating systems and computer software to perform compatibility with programs.
Escalation Engineer
Concentrix
01.2019 - 02.2021
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions with Windows OS as product
- Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills
- Enhanced customer satisfaction by promptly addressing and resolving escalated technical issues.
- Mentored junior engineers, improving their problem-solving abilities and overall productivity.
- Leveraged root-cause analysis techniques for identifying underlying issues, enabling long-term improvements to product stability.
- Delivered training sessions on new products and technologies, ensuring team members were well-equipped to handle emerging issues.
Education
Pre-University - Electronics
Hymanshu Jyothi Kala Peetha
Bengaluru, India 04.2001 -
Master of Science - from Bharathiar University
Image College of Animation Training
Bengaluru, India 05.2015 - 04.2018
Skills
- Mailflow
- Exchange On-Premises
- Exchange Online
- Microsoft 365 Suite
- Firewall
- DNS, SPF, DKIM, DMARC, A Record and network records
- SMTP (Simple Mail Transfer Protocol)
- Server Administration
- Microsoft 365
- Domain-Based Message Authentication Reporting and Conformance
- Leadership Management
- Microsoft Windows
- Windows servers
- Project Management
- Technical Support
- Escalation Support expertise
Certification
Security Engineer Certification - IIITB
Timeline
Technical Lead
Allyis
08.2023 - 12.2024
Support Engineer
Concentrix
02.2022 - 05.2023
Escalation Engineer
Concentrix
01.2019 - 02.2021
Master of Science - from Bharathiar University
Image College of Animation Training
05.2015 - 04.2018
Pre-University - Electronics
Hymanshu Jyothi Kala Peetha
04.2001 -
Security Engineer Certification - IIITB
Messaging Admin - Microsoft Learn
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