Open To Work
PRIYANKA METAI
Hyderabad
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteHybridMinimum Desired Compensation
₹2500000/yrSummary
Senior Technical Support Engineer with expertise in Microsoft 365 and Microsoft Teams, emphasizing AI-driven solutions and automation. Skilled in advanced troubleshooting, technical case triage, and customer escalations, with a focus on enhancing user experiences through emerging AI capabilities. Eager to leverage Microsoft 365 knowledge and an AI-centric approach to drive operational transformation in technology-focused environments.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Senior Support Engineer
Waferwire Cloud Technologies
06.2025 - Current
- Managed high-severity customer escalations, serving as the primary technical liaison between enterprise customers and Microsoft engineering teams.
- Led cross-functional transformation initiatives for Microsoft Teams TAP customers, enhancing customer engagement and program adoption.
- Collaborated with product, engineering, and customer teams to achieve key TAP program milestones.
- Diagnosed advanced Microsoft Teams issues using Fiddler, Log-Joint, and Web Log Reader to ensure timely resolutions.
- Simplified complex technical issues into clear, actionable business updates for stakeholders and leadership.
- Reported customer feedback and product improvement recommendations through OCV reporting.
- Developed knowledge base documentation and conducted technical training sessions to elevate engineers' skills.
- Led case triage discussions and promoted operational best practices across support teams.
Senior Software Engineer
Tech Mahindra
12.2021 - 06.2025
- Resolved highly complex and politically sensitive technical problems, requiring deep product expertise.
- Managed escalation of critical customer issues while maintaining ownership until resolution.
- Collaborated across teams and product groups to effectively resolve customer issues.
- Utilized advanced debugging tools, including Fiddler, Log-Joint, and Web Log Reader, for troubleshooting complex issues.
- Acted as a technical resource for broad and complex issues while mentoring other engineers.
- Participated in case triage meetings to share knowledge and improve customer solutions.
- Managed customer relationships and documented cases to ensure accurate resolution tracking.
- Developed technical knowledge base documentation and support content.
M365 Support Engineer
Mindtree
09.2019 - 11.2021
- Performed technical recoveries and drove case closures, providing support for Teams sign-in issues to enhance user experience.
- Managed Teams federation and interoperability, including voicemail, auto attendant, and call queue management.
- Executed Teams recording and channel creation, direct routing, and bulk policy assignments via PowerShell or Admin Center.
- Supported live events and e-discovery applications, troubleshooting Teams auditing and calendar view issues.
- Facilitated migration from Skype for Business On-Prem to Online and managed guest access permissions in Teams.
SSR2 / Tier 2.5 Agent for Microsoft Process
Unisys
08.2016 - 09.2019
- Provided technical support to Microsoft internal users globally through calls, chats, and email support.
- Troubleshot Office 2016, Windows 10, SharePoint, Hyper-V, networking, VPN, Active Directory, and mobile access issues.
- Managed queues, monitored metrics, and supported team operations to ensure SLA compliance.
- Handled escalations and routed cases appropriately while adhering to standard operating procedures.
- Participated in bridge calls, incident management, and post-incident reviews, collaborating with technical resolver groups.
Education
B.Sc. - Statistics
01-2016
GPA: 90%
Intermediate - M.P.C
01-2013
GPA: 88%
SSC -
01-2011
GPA: 91%
Skills
Certification
- MS-102
- MS-700
Accomplishments
- Agent of the Year – 2017
- Quarterly performer recognition for maintaining SSAT
- Part of multiple process modules and initiatives
- Contributed to Help Shift desk supporting PG team bug identification
- Recognized as one of the best Support Engineers for M365 Teams Project – 2020, Received multiple appreciations from client [MS] on escalations and support level throughout in all orgs I worked for.
Languages
- Hindi
- Telugu
- English
Ai And Copilot Interest
Strong interest in Microsoft 365 Copilot, AI-powered productivity, and emerging Microsoft AI capabilities., Interested in applying AI and automation to technical support operations, knowledge management, customer experience, and repetitive workflows., Developing awareness of the importance of data governance, security, responsible AI, and enterprise readiness for AI adoption., Actively building AI knowledge through hands-on exploration of AI tools, automation concepts, and Microsoft AI capabilities.
Timeline
Senior Support Engineer - Waferwire Cloud Technologies
06.2025 - Current
Senior Software Engineer - Tech Mahindra
12.2021 - 06.2025
M365 Support Engineer - Mindtree
09.2019 - 11.2021
SSR2 / Tier 2.5 Agent for Microsoft Process - Unisys
08.2016 - 09.2019
- B.Sc., Statistics
- Intermediate, M.P.C
- SSC,