Fitness
Prachi Rasam
Modern Work Specialist || Cloud Solution Architect
Toronto
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced Microsoft Professional with over 10 years of experience in Microsoft Cloud. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
7
7
Certificates
1
1
Language
Work History
Cloud Solution Architect
Microsoft
Mumbai
11.2021 - Current
- Build relationships with partner technical and development resources
• Designing and architecting new solutions based on Microsoft’s cloud platform and
technologies.
• Deliver value via portfolio of service delivery engagements optimized to
accelerate partner solution build.
• Collaborate with Microsoft’s Engineering and Global Black Belt teams on specific skill requirements for partners and sharing of best practices.
• Lead and contribute to delivery of workshops, boot camps, and trainings
necessary to build technical skills and expertise of partners.
• Lead execution of architectural engagements, such as Technical Briefings, Proof
of Concepts, Architectural Design Sessions, and Hackathons with goal of
defining and bringing new solutions, offers and/or practices to market.
• Develop and expand existing impactful relationships; create and sustain
constructive tension and trust with partner and leads adoption of Microsoft architecture technologies.
• Identify and evaluate industry trends, and jointly develops technical enablement plan with partner.
• Maintain technical skills and knowledge of market trends, opportunities, and competitive insights.
Office365 Service Lead
Capgemini
Mumbai
10.2017 - 11.2021
- Leading Office 365 Service for Capgemini Infra Team of 240K users and managing Office365 Operations for tenant of around 200k SharePoint/Teams Sites
- Led Integrations Projects for newly acquired companies by Capgemini from phase of SOW, Resource Utilization Budget, Tools Budget, POC, UAT
- Collaboratively driving change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage of existing workloads, and identify opportunities within Capgemini
- Testing and practicing newly introduced features and solutions from Microsoft for Modern Workplace, Strategy planning & implementing new services and policies for Capgemini Office 365 Tenant
- Act as Subject Matter Expert (SME) and Technical Advisor for Office 365 Services
- Managing Office365 environment with windows PowerShell commands and PowerShell scripts
- Participates in determining standards and best practices within area of product expertise ie Collaboration (Technical)
- Configuring Retention Policies, planning and managing Backup for Office365
- Responsible for the driving change process as per ITIL service management framework
- Building in-house expertise to support the new services and solutions that is being deployed
- Managing priority incidents for Capgemini adhering to SLA timelines, providing RCA on incidents
- Ensuring the operational health of Teams, SharePoint, and other O365 services and maintaining their security, availability, performance, interoperability, and reliability
- Communicate to Clients and Internal personnel including large audience (public speaking)
- Provided tremendous value-add to the project, by translating business requirements into to technical specifications
- Knows the relevant issues and considerations in selecting both technical and vendors including their capabilities, the clients who have installed them and the user experiences (Technical)
- Manages client expectations and balances the needs of the company and clients to ensure satisfaction for both (Relationship Management)
- Influence decisions and project direction at the executive level (Relationship Management)
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Created plans and communicated deadlines to complete projects on time.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Participated in team-building activities to enhance working relationships.
- Projects Handled Internal Office365 Global Infra for Capgemini: - Responsible for managing and maintenance of Capgemini Global Infra – Office365
- End to end Deployment of new solutions/ features - Technical Requirement Gathering,
- Planning, Testing - POC, Implementation and Deployment as per Agile, Waterfall methodologies
- Drive change and was part of Early Adopters for some of Microsoft
- Solutions/features/Tools like MS Teams, Microsoft Viva, Migration Manager for Streams,
- Change of TMR storage from Streams to ODSP
- Had Migrated Yammer network for different domains to Capgemini
- Completed Integrations for acquisitions done by Capgemini Successfully completed integrations projects for companies such as Advectas, Sogeti US, Itelios, WhiteSkyLabs, Altran, GlobalEdge, Farhenite 212 etc with SOW, POC, UAT Project Plan including preparing Project Charter Sheet for
- Procurement team Hands-on different migration Tools like Sharegate, Quest OnDemand, Metalogix, Mover, SPMT, BitTitan to migrate their data
- Migrated different Cloud Environment like Gdrive (GSuite) and Box to Office365 Environment
- Deployed Multi-Geo Environment for Capgemini Internal Infra
- To expand the Microsoft 365 presence to multiple geographic regions or countries within existing tenant prepared Multi-geo environment in Capgemini to move SharePoint Site and OneDrive profiles to a specific Geo-location to meet the data residency requirement
- Implemented Microsoft CoE Stater Kit for Power Platform and Teams Governance: -To Manage and Govern the ever-increasing usage and adoption of Power Platform, deployed CoE Starter kit with all its components
- Managing and maintaining it, to accommodate all newly released features.
Support Engineer, SharePoint Online
Wipro (Microsoft)
Mumbai
03.2014 - 10.2017
- Worked as a Senior Support Engineer while resolving technical issues faced by Office
365 Administrators related to SharePoint Online & OneDrive.
• Responsible for technical troubleshooting on issues reported by Enterprise level clients
of Microsoft throughout the EMEA and NOAM and APAC region.
• Experience in operational 24x7 supports, best practice troubleshooting, monitoring,
capacity planning and maintenance
• Provided resolutions on immediate basis mostly related to SharePoint Online &
SharePoint Server administration level issues and queries, according to Microsoft
Support Policy within SLA over phone, email and remote sessions
• Handled internal escalation cases where needed to report bugs or service interruptions
to the Microsoft Product Group
• Assisted the clients in setting up the tenant or site level configuration related to
security & permissions, team site setup and out of the box UI deployment (Pages,
Master Page, Page Layouts)
• Provided suggestions and consultation regarding SP server service application
management, monitored services like search and user profile
• Deployed of lists, content type and user permissions on the site collections
• Responsible for the troubleshooting on domain and system specific issue in terms of
client integration with SharePoint online and office 365 web apps
• Created and managed SharePoint site collections for permissions, content types,
managed metadata, created SharePoint Designer 2010 and 2013 Workflows, Out of Box
2010 workflows, designed Infopath forms and working with web Parts
• Conducted triage meetings to hold triage meetings to share knowledge with other
engineers and develop customer solutions efficiently - Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked with customers to understand needs and provide excellent service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Resolved problems, improved operations and provided exceptional service.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Performed root cause analysis and general troubleshooting.
Senior Customer Support Executive / Team Coach
FIS Global Solutions
Powai, Mumbai
08.2012 - 03.2014
- Responsible for troubleshooting on Network related issues and other mobile related issues
for customers for O2/ Three Telecom – Ireland
• Managed SME on new mobile setup, activation, SIM change, IMEI update and plan change
• Provided feedback to CSRs while suggesting process improvement plans to clients
• Conducted CSAT scrubbing and going on call with clients to discuss challenges if any
• Prepared reports for Non FCR, NSATs Cases while preparing troubleshooting guides
• Conducted Triages for other CSRs based on Non FCRs - Conducted surveys to determine customer opinion of products and services.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Recommended products to customers, thoroughly explaining details.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered excellent customer service, resulting in consistent 85% customer satisfaction rating.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Post Graduate Diploma - Management (Project IT Management
Welingker’s Institute OfManagement
Mumbai 10.2015 - 10.2017
Bachelor of Engineering - Electronics & Telecommunication Engineering
University of Mumbai
Mumbai 08.2007 - 06.2012
Skills
Technical Analysis
Certification
Microsoft Certified Security Administrator Associate
Interests
Sports
Timeline
Microsoft Certified Security, Compliance, and Identity Fundamentals
04-2022
Microsoft Certified Teams Administrator
12-2021
Cloud Solution Architect
Microsoft
11.2021 - Current
Microsoft Certified Enterprise Administrator Expert
01-2021
Microsoft Certified Security Administrator Associate
12-2020
Microsoft Certified Power Platform Fundamentals
12-2020
Microsoft Certified Azure Fundamentals
11-2020
Office365 Service Lead
Capgemini
10.2017 - 11.2021
ITIL Foundation
10-2016
Post Graduate Diploma - Management (Project IT Management
Welingker’s Institute OfManagement
10.2015 - 10.2017
Support Engineer, SharePoint Online
Wipro (Microsoft)
03.2014 - 10.2017
Senior Customer Support Executive / Team Coach
FIS Global Solutions
08.2012 - 03.2014
Bachelor of Engineering - Electronics & Telecommunication Engineering
University of Mumbai
08.2007 - 06.2012
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