PARAG BABAN RAMTEKE

Amplify - Project - (Assist Desk) at Microsoft

• Spearheaded cross-functional onboarding initiatives for Assist 365, streamlining access provisioning and minimizing delays for global support teams.
• Oversaw Assist Tool dependencies on AMT, collaborating with SxG to deliver key requirements and enhance partner tooling.
• Created user stories that articulated business impacts for Engineering based on specific requirements.
• Managed team of technical writers responsible for developing and maintaining wiki content for Amplify features.
• Directed successful migration of Amplify wikis to Engineering Hub, improving content discoverability and compliance with cloud standards.
• Supervised 17-member Service Engineering team addressing triage and escalation of Assist break-fix issues.
• Facilitated weekly operational syncs and audit readiness activities, encompassing risk assessments and SLA tracking.
• Maintained Amplify Request intake portal as primary channel for non-break-fix requests.

Amplify - Project - (TITAN - VDI & RAVE Desk) at Microsoft

• Supported daily operations of Microsoft Modern Tool Stack, including RAVE and Modern Identity.
• Facilitated stakeholder meetings to define sprint requirements and scope.
• Assigned backlog items based on team skills and stakeholder priorities.
• Led triage efforts for bug reports from O365 Help Portal with a team of 29 engineers.
• Reviewed RAVE Desk Team outputs for compliance with internal wikis and timely customer communication.
• Managed escalated bug communications and troubleshooting for leadership review.
• Developed internal triage processes to convert user-reported issues into actionable bugs.
• Produced documentation outlining processes, achieving a 55% reduction in password reset volume in Q1.

Delivered comprehensive technical solutions and project execution for US-based clients.

• Managed tiered support (L1-L3) for global clients, ensuring efficient resolution across platforms.
• Administered post-migration support for Office 365, including Exchange Online and ADFS.
• Led troubleshooting efforts for Outlook and mailbox administration, enhancing user experience.
• Supported cloud platforms such as Azure and AWS, implementing Microsoft Suite tools effectively.
• Monitored server performance, resolved alerts, and provided VMware support in diverse environments.
• Facilitated client communications, gathered requirements, and aligned technical configurations.
• Mentored internal teams while enhancing SOPs and developing repeatable IT implementation models.
• Identified areas for improvement in corporate structure, enhancing overall efficiency.
• Ensured compliance with regulatory standards by conducting thorough audits and reviews.

• Directed IT infrastructure development across five projects, encompassing networks, firewalls, and server deployments.
• Installed and maintained backup systems, antivirus solutions, digital boards, and simulators.
• Delivered comprehensive user support and training while managing assets and coordinating third-party vendors.
• Streamlined IT operations by developing policies, planning budgets, and enhancing documentation standards.
• Established stringent IT policies with clear guidelines on usage and security procedures, bolstering company-wide adherence to best practices.
• Managed software licensing agreements; ensured compliance with regulations.
• Trained staff members in new technologies, enhancing overall technical proficiency.

• Administered DNS, DHCP, Active Directory, FortiGate firewalls, and IIS for blended learning environments.
• Implemented Apache, PHP, MySQL, and Joomla systems to enhance digital campus initiatives.
• Provided remote support, asset tagging, mailbox setups, backups, and IT procurement services.
• Trained over 200 users in Microsoft Office, basic networking, and data management practices.
• Conducted regular audits of systems, maintaining digital hygiene standards.
• Managed user accounts including password resets and access level changes-enhancing overall security.