Prashant Bahroos

● Handling issues that are politically charged because of technical complexity or financial importance.

● Directly engage and support top security customers to resolve technically complex and critical technical issues in a 24x7x365 global support team.

● Go technically deep across multiple Microsoft Azure Security technologies and actively seek solutions to customer needs.

● Develop and deliver training sessions for Azure AD Cloud Identity and Hybrid Auth Flow for IAM Services.

● Leverage knowledge and experience to mentor, model customer engagement skills, and contribute to technical growth of a global team.

● Engage with Product Managers, Account Managers, and customers directly to understand their architecture, and operations to improve their overall support experience.

● Define and implement proactive customer health monitoring leveraging service monitoring tools (SIEM, Azure Monitor, Microsoft Sentinel, etc)

● Share support insights and recommendations with engineering, customers, and account teams to prevent repetition of similar issues.

● Collaborate with engineering on new feature designs and testing to ensure customer success.

● Participate in building Enterprise and Technical Architecture for IT Outsourcing and Managed Services (ITOMS) business.

● Steering the development projects to follow the architecture rules and disciplines.

● Evaluate the potential impact of system modifications or enhancements.

● Develop and conduct service integration mechanisms with the service management workflows and framework.

● Research, Develop and design service delivery process adaptation with the service architecture.

● Create and conduct knowledge transformation for counterparts in Nordic Region

● Research, create and maintain an understanding of the technology capabilities and applied implementation framework.

● Design and conduct feasibility Assessments (Technical, Operational and Cost) for key technological undertakings.

● Develop content to incorporate knowledge of current and future business requirements.

• Lead a team of 8-12 support engineers and helped them resolve technically complex Widnows Networking or Windows Active Directory issues for customer.
• Measure productivity to identify bottlenecks and implement improvements.
• Built knowledge base to improve access to technical information for Windows Networking and Windows Active Directory team.
• Created action plans for timely resolution of technical risks, issues and conflicts.
• Developed technical solutions to diverse operational problems.
• Trained new and junior staff in Windows Networking and Windows Active Directory concepts.
• Nurtured team's technical skills and knowledge by offering ongoing training.
• Devised full-scale technical plans to inform team members of project specifications, milestones and gateways.
• Delivered technical strategy in line with agreed project roadmap.

• Technical Router (Contract Job)
• Assist the customers at the initial stages to ensure the right engineer is aligned with them to resolve their issues.

• Worked as an engineer for Linksys (subsidiary of Cisco)
• Assist home user to setup wireless networking at home and small offices.
• Worked extensively on a variety of networking devices manufactured by Linksys for home and small offices.

• Frontline support for Fedex to assist customer on technical issues