Ram Krishna Gautam

• Leading a span of 51+ in managing global IT operations and ensuring 99.9% uptime across all collaboration platforms including Azure, AWS, Microsoft Exchange 365, SharePoint, and Teams, etc.
• Regularly collaborated with senior stakeholders to deliver business-aligned technical roadmaps.
• Spearheaded a cross-functional digital transformation initiative that resulted in a 25% efficiency gain and earned the Operations Gladiator Award.
• Integrated ChatGPT-based AI assistants to automate support workflows, reducing manual effort by 40%.
• Conducted performance evaluations and provided constructive feedback to employees.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Developed detailed plans based on broad guidance and direction.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Established team priorities, maintained schedules and monitored performance.
• Defined clear targets and objectives and communicated to other team members.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Certified O365 DevOps Professional | Exchange Online | SharePoint | Teams | Skype for Business | Yammer

Experienced O365 DevOps professional specializing in Exchange Online, with a strong track record in project administration across Microsoft 365 technologies including SharePoint, Teams, Yammer, and Skype for Business.

Passionate about adopting and implementing emerging technologies such as O365 Cloud DevOps and Agile methodologies to drive digital transformation and operational efficiency.

🔹 Proven expertise in:

Managing issue resolution and complex escalations

Proactive communication with stakeholders and cross-functional teams

Performing in-depth trend analysis for predictive root cause identification

Researching and recommending solutions with minimal supervision

Collaborating with engineering, onsite, and L3 support teams

• Trained and supported new team members, maintaining culture of collaboration.
• Developed and implemented strategies to increase customer satisfaction and engagement.
• Analyzed customer data to identify trends and anticipate customer needs.
• Assisted clients with daily living needs to maintain self-esteem and general wellness.
• Managing issue resolution and complex escalations
• Proactive communication with stakeholders and cross-functional teams
• Performing in-depth trend analysis for predictive root cause identification
• Researching and recommending solutions with minimal supervision
• Collaborating with engineering, onsite, and L3 support teams

• Monitored system performance to identify potential issues.
• Offered assistance in implementing and developing training programs.
• Researched and identified solutions to technical problems.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed and configured operating systems and applications.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Hands-on experience with Exchange mailbox migrations, hybrid coexistence, and cloud provisioning.
• Deep expertise in Autodiscover services, mail flow troubleshooting, and cloud sync services (Delta/Full import via MIS Client & Identity Cloud).
• Formerly supported Microsoft GTSC as a Partner Support Engineer, delivering global cloud support across Exchange, Office 365, Teams, SharePoint, and Skype for Business.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Documented faults and bugs for referral to development staff for use in updates.
• Delivered Tier-3 support and SME input to internal and external customers.
• Skilled in troubleshooting Microsoft Windows desktop operating systems (Windows 7, 8.1, 10) and resolving Office Suite/activation-related issues for commercial users.
• Strong interpersonal and strategic relationship-building abilities — known for active listening, creative problem-solving, and diplomatic communication to achieve mutually beneficial outcomes.