Pravin Gupta

Process: Concierge Support (Exchange Online, Skype for Business/Teams, OneDrive, SharePoint, M365 Commerce)

• Handling Escalated/High-Severity cases and providing fast resolution to the admins.
• Building technical skills of the support professionals by providing technical and professional mentoring
• Subject Matter Expert in Mail Flow, Microsoft Teams and Assist admin to setup their Email and Collaboration infrastructure.
• Administered user mailboxes, distribution groups, and mail flow rules using Exchange Admin Center (EAC) and PowerShell, ensuring proper access, permissions, and email routing.
• In-depth troubleshooting of Exchange, Teams and SharePoint related issues.
• Act as a point of escalation for technical issues and challenges, helping the team to troubleshoot and resolve problems effectively.
• Provisioned and managed Teams users and groups using Microsoft 365 Admin Center, PowerShell, and Azure Active Directory, ensuring proper access and permissions.
• Configure and manage Teams channels, chat, meetings, and collaboration features to optimize user experience and productivity.
• Strong expertise on Teams policies in the Teams admin center and assisting admins to make changes in policy as per their business requirements.
• Setup Auto-Attendant and Call queues for organizations and plan entire PSTN setup for users
• Expertise in Azure portal for user management, role management, application management, check sign-in logs in case of sign-in issues for users, MFA, etc.
• Troubleshot complex technical issues to ensure rapid resolution and customer satisfaction.
• Collaborated with cross-functional teams to identify root causes and implement effective solutions.
• Developed documentation for escalation processes, enhancing team efficiency and knowledge transfer.
• Conducted training sessions for new engineers, fostering skill development and operational excellence.
• Led critical incident reviews, driving strategic changes that reduced recurrence of escalated issues.
• Maintained up-to-date knowledge of industry trends and technologies to improve support strategies.
• Managed high-stakes escalations, ensuring alignment with organizational goals and client expectations.
• Mentored junior engineers, improving their problem-solving abilities and overall productivity.
• Participated in weekly review meetings with senior management, reporting on key metrics related to escalation handling performance.
• Collaborated with product development teams to provide feedback on software bugs and potential improvements.
• Developed troubleshooting guides for the team to efficiently diagnose and resolve complex technical problems.

• Responsible for primary user and customer support Respond to client queries via channels as phone calls and emails
• Familiarize with each client and their respective applications and processes
• Adhere to normal operating procedures by attending to all tickets accurately using the specified tracking software
• Ensure that the scorecard is maintained in accordance with the SoW in terms of TAT, SLA and hits
• Follow-up and update customer status and information
• Advisory and optimum technical assistance for Microsoft Enterprise, Partner and Concierge clients Preparing and implementing a range of troubleshooting workflows, scoping guidelines , email to ensure smooth, effective and time-saving operations
• Reporting product bug incidents with Microsoft product and developer groups
• Hands on experience with ticketing software like Rave and DFM
• Administer and maintain Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, and OneDrive for Business.
• Collaborate with cross-functional IT teams to understand requirements and deliver tailored solutions.
• Develop and enforce policies and procedures for Microsoft 365 usage in collaboration with customers. Guide customers in selecting appropriate licensing options based on user roles and requirements.
• Deploy and troubleshoot Office applications to ensure seamless functionality.
• Implement security measures to protect data and ensure compliance with industry standards.
• Coordinate with vendors and third-party service providers to resolve complex issues and implement innovative solutions.
• Manage and troubleshoot Microsoft Defender for Office and Defender for Identity to ensure robust security.
• Provide expert support in configuring and maintaining security policies across Microsoft 365 services.
• Established key performance indicators, monitoring progress toward strategic objectives effectively.

Process: Ascena HRO

• Respond to employee inquiries via phone, email, or HR portals.
• Assist with questions related to HR policies, benefits, payroll, leave, and onboarding.
• Escalate complex issues to HR specialists or other departments as needed.
• Guide employees in using HR systems (e.g., HRIS, payroll software, self-service portals).
• Help troubleshoot system login or access issues.
• Provide new employees with information on onboarding procedures.
• Assist in collecting documents and verifying employment data.
• Support exit process queries (e.g., final pay, exit interview scheduling).
• Answer queries on leave policies, accruals, and balances.
• Help process leave applications and ensure compliance with leave guidelines.

Process: Symantec Tech Support.

• Assist users in installing, configuring, updating, or removing antivirus software.
• Respond to customer inquiries via phone, email, or chat.
• Diagnose and resolve malware infections, system performance issues, or software conflicts.
• Analyze logs and error messages to identify problems.
• Help with issues like virus detection, real-time protection failures, or license problems.
• Use remote desktop tools to resolve advanced problems.
• Guide users through manual or automated malware removal steps.
• Educate users on safe practices to prevent reinfection.
• Assist with downloading and applying antivirus updates or patches.
• Ensure users are protected with the latest virus definitions.
• Escalate complex or unresolved technical issues to higher-tier support or engineering teams.
• Follow up to ensure issue closure and customer satisfaction.
• Record case details, troubleshooting steps, and resolution in the ticketing system.
• Contribute to knowledge base articles and FAQs.

Process: British Telecom.

• Provide first-line support for internet and telecom services (broadband, VoIP, mobile, etc.).
• Troubleshoot connectivity issues such as slow internet, outages, or dropped calls.
• Assist with modem/router configuration, device setup, and diagnostics.
• Respond to customer queries via phone, email, or chat.
• Explain service plans, billing issues, and technical processes in simple terms.
  Guide customers through basic troubleshooting (e.g., rebooting devices, checking cables).
• Use internal tools to monitor service status and network performance.
  Escalate outages or technical faults to network operations or field technicians.
• Log all support interactions in the CRM or ticketing system.
• Track issue status and ensure timely resolution and follow-up with customers.
• Coordinate with network engineers, field technicians, or backend teams for complex issues.
• Provide accurate information gathered from the customer to technical teams for faster resolution.