Rakesh Verma
Mumbai
Summary
I am in pursuit of a challenging and impactful role within a dynamic, elite, and diverse team committed to shaping future technologies and delivering top-tier services and products worldwide. This role should leverage my Information Technology expertise to empower customers and partners in their journey towards digital transformation. As a highly-qualified Process Trainer, I excel in demonstrating technical leadership and crafting comprehensive company-wide training programs. I am a motivated and engaging leader, known for an exceptional work ethic and a passion for driving performance enhancements. I aim to bring my extensive industry experience to a stimulating new role.
Overview
14
14
years of professional experience
Work History
Process Trainer/Technical Lead – M365
Project/ Infosys Ltd
Pune
02.2022 - Current
- Facilitating Technical Escalations for critical and complex technical issues.
- Designated Subject Matter Expert for cases which are roadblocks for frontline resources.
- Preventing Management Escalations by setting up goals and expectations for the customers.
- Handling Technical Recoveries to maintain CSATs and Customer Experience.
- Ensuring the team meets performance targets as defined in the SOW.
- Identifying technical competency issues, outliers in the team, and addressing them through case bashing, lab assignments, triages, and training plans.
- Operating as the Lead Trainer for the M365 Program.
Process Trainer/Technical Lead – Exchange Online
Concentrix Ltd
Pune
05.2020 - 02.2022
- Designated Technology Trainer for Tier 1 new hires on CSS Tech Foundations for Exchange Online
- Provided day-to-day functional direction to agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
- Set context of learning objectives of the course, the format, expectations from the learners, breaks and scheduling of each session across days
- Balance the teams to include engineers with the right proficiency to complete the lab activities per course schedule
- Assisted Agents to get proficient on the technology to be Production Ready
- Conducted Support Case Triages, Assessments, and Lab Reviews
- Assisted trainees to setup break fix labs.
Technical Lead – Exchange Online
Wipro BPS
Mumbai
03.2017 - 03.2020
- Facilitated Technical Escalations for critical and complex technical issues
- Designated Subject Matter Expert for Outlook for Windows and Apple Mac
- Prevented Management Escalations by setting up goals and expectations for the customers
- Handled Technical Recoveries to maintain CSATs and Customer Experience
- Ensured team meets performance targets as defined in the SOW
- Identified Top Call Generator for respective Specialty/ Queue & QOS analysis
- Identified Technical Competency issues, outliers in the team and address the same in the form of Case Bashing, Lab Assignments, Triages and Training Plans
- Identified and track Issues/Queries/Bugs for weekly call with Microsoft TA/ SEE/ Engineering.
Tier – II Escalations Engineer – Exchange Online
Wipro BPS
Mumbai
04.2015 - 03.2017
- Handled Technical Escalations from the customers
- Assisted customers with their issues associated to Exchange Online, Migrations, Outlook, Mail Flow, etc
- Handled complex, escalated, technically critical aged cases to reach a timely and satisfied resolution for strategic customers
- Analyzed logs to achieve next level issue resolution for complex and critical support cases
- Delivered satisfactory and compliant solutions to technical queries of enterprise customers adhering the aligned KPI’s (Key Performance Indicators) achieving optimum Customer Satisfaction (CSAT)
- Maintained Case Hygiene by managing and tracking the open service requests, timely follow-ups
- Reviewed of Message Trace, Audit Logs, Migration CLIXML, etc
- To troubleshoot and reach root cause.
Technical Consultant – Exchange Online
Wipro BPS
Mumbai
03.2010 - 04.2015
- Assisted Microsoft’s Global Customers on Microsoft Office 365 Exchange Online and Outlook
- Delivered Technical Support and Consultations to customers via Phone, LogMeIn, Email, etc
- Maintain the SLA, case communication quality, with a customer first attitude
- Handled and efficiently resolved issues related to User and Domain Management, Modern Authentication ADFS, Multi Factor Authentication, Synchronization of On-Premises Active Directory and Azure Active Directory using Azure AD Connect, Configuration and administration of SMTP relays with Applications and Multifunction Devices, Outlook 2010, 2013 and 2016 desktop applications C2R and MSI, Configuration of SMTP Connectors for Mail Flow, Configurations of Spam Filter, Malware Filters, Advance Threat Protection, Configuration of Azure Rights Management, Microsoft Information Rights Management and Office 365 Message Encryption.
Education
B. Com (First Class) -
Vinayaka Missions University (Directorate of Distance Education)
Tamil Nadu01.2009
HSC (First Class) -
Maharashtra State Board
01.2002
SSC (First Class) -
Maharashtra State Board
01.2000
Skills
- Microsoft Office 365 (SaaS)
- Solution Architecture
- Messaging Administrator
- Microsoft Entra ID Administration
- Powershell
- Microsoft Exchange Hybrid
- Mail Flow and Protection
- Microsoft Defender for Office 365
- Microsoft 365 Security & Compliance
- Identity & Access Management
Certificationscompleted
- MS 203 Messaging Associate Admin
- MS 900: Microsoft 365 Fundamentals
- SC 900: Microsoft Certified: Security, Compliance, and Identity Fundamentals
Disclaimer
I hereby declare that all the above given and details are true as per best of my knowledge and belief.
Timeline
Process Trainer/Technical Lead – M365
Project/ Infosys Ltd
02.2022 - Current
Process Trainer/Technical Lead – Exchange Online
Concentrix Ltd
05.2020 - 02.2022
Technical Lead – Exchange Online
Wipro BPS
03.2017 - 03.2020
Tier – II Escalations Engineer – Exchange Online
Wipro BPS
04.2015 - 03.2017
Technical Consultant – Exchange Online
Wipro BPS
03.2010 - 04.2015
B. Com (First Class) -
Vinayaka Missions University (Directorate of Distance Education)
HSC (First Class) -
Maharashtra State Board
SSC (First Class) -
Maharashtra State Board
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