Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Specific Strengths
Timeline
Generic

RASHEED ABDUS SUBBOOH

Hyderabad

Summary

As an accomplished professional with a passion for project management and with more than 22 years of experience I bring a unique blend of technical expertise and leadership skills. My background as a technical lead has equipped me with a deep understanding of Microsoft product and support services, while my commitment to effective communication and team collaboration has allowed me to successfully deliver complex projects.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Sr Tech Lead Operations – Microsoft O365 Skype for Business & Teams

Concentrix (Convergys Corporation)
- Current
  • Collaborating with Clients, Operations, Engineering team on day-to-day activity and on daily/weekly/monthly basis for any technical roadblock and challenges for smooth operations
  • Helping out the team in resolving their queries and issues to keep their bin healthy
  • Managing escalations and sub-cases to ensure timely and high quality resolution of all issues
  • Coordination with different escalation teams during high severity Incidents or new projects
  • Liaise with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents
  • Taking care of Aged cases, Backlogs and other issues to make sure the team always remain in green
  • Maintaining effective and consistent communication with teammates, peers and the leadership team to provide update and challenges if any
  • Responsible to plan, schedule and monitor work activities in order to meet time and quality targets

Solution Specialist: UC / Skype for Business 2015 /Ms Teams

Atlas SmartIms Ltd (Hyderabad-India)
11.2018 - 08.2020
  • Delivering timely and high quality support to customer problems and requests focusing on root cause analysis, prevention, & knowledge transfer
  • Manage escalations and sub-cases to ensure timely and high quality resolution of all issues
  • Collaborating with Clients, Operations, Engineering team on day-to-day activity and on daily/weekly/monthly basis for any technical roadblock and challenges for smooth operations
  • Managing the technically complex problems receiving escalations and maintain ownership of issue until resolved completely
  • Use advanced troubleshooting skills to analyze problems and workout solutions to meet customer needs
  • Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently
  • Administration & Troubleshooting Enterprise Voice on Ms Teams ,Lync / SFB including SIP Trunks
  • Patch management of Lync/SFB environment and migrations
  • Monthly maintenance activity, server reboots, health checks
  • Monitoring alerts with tools like Nectar, Logic Monitor, Connectwise
  • Configuration & Administration of SFB ,Ms Teams and Exchange UM dial plans
  • Helpdesk call handling solutions (such as Team Ring, Auto Attendant, Response Group Service)
  • SFB/Lync troubleshooting knowledge and experience on tools like Snooper, NetMon, Wireshark, CLS Logging etc
  • SFB high availability and disaster recovery administration and support
  • SFB server planning and deployment, Health checks, Event logs, services etc… Creating technical documentation for training of end users and maintenance of the environment
  • O365 Online , Hyrbid , On-premise , migrations and troubleshooting
  • Response Groups, CDR Call Detail Records troubleshooting and monitoring, etc… Ms Teams /SFB migration, administration, licensing, EV and direct routing etc…

Sr Technical Consultant: Microsoft Process

Wipro Bps Ltd (Mumbai-India)
05.2013 - 11.2018
  • Communicate with corporate customers via telephone, email, or other electronic service regarding technically complex problems identified in Microsoft Skype for Business software products and manage relationship
  • Analyze problems and develop solutions to meet customer needs
  • Collaborate with other teams like Active directory, Networking, etc when necessary to ensure issues are resolved
  • Identify any Known issues with the product and provide feedback to the Product team via the Escalation team
  • Participate in case triage meetings to share knowledge with other engineers and develop effective customer solutions
  • Provide proactive solutions and education to customers
  • Good analytical and Troubleshooting Skills on issues like :Ms Teams and SFBO
  • Sign-in, Federation
  • Content Sharing & audio/video calls
  • Instant Messaging & Presence
  • Enterprise Voice, Direct Routing
  • Outlook Addins, EWS
  • Local Number Portability and PSTN calling
  • Logs analysis and troubleshooting from Netmon , SIP traces, Fiddler, Wireshark
  • Understanding Enterprise voice call flow and creating dial plans, voice policies, and related configurations
  • Basic knowledge on configuring gateways/SBC and troubleshooting call flow
  • Dirsync, provisioning, sign-in, single sign-on, ADFS, Hybrid
  • Cloud PBX with PSTN calling Domestic and international
  • Client Deployment and management(GPO, policies etc)
  • Configure and apply tenant policies
  • DNS configuration, hybrid Configuration, migration to O365,user provisioning etc… Bug Creation for Escalation issues
  • Creating ICM for service interruption SIE
  • Handled Premier & Professional cases
  • Working on tools like MsSolve and CAP for creating case and work on it and many more… O365 Administration: Domain administration, licensing, subscription
  • Exchange online administration, Skype for Business administration, Migration to O365.

Sr Associate-Delta Airline process

Wipro Bps Ltd (India)
10.2009 - 04.2011
  • Working as a back-office executive for Delta Airlines
  • Works includes providing the Skymiles flown by the passenger on their respective routes
  • Sorting out the issues faced by passenger during the flights and hence giving them the miles earned by them
  • Worked on KANA system used by the airline for the purpose and used MLP for providing the miles
  • Worked on email for the issues send by passenger and solving their queries and hence forwarding it to concerned Q’s if not solved
  • Worked on live chat with the passenger and assisting them in their respective queries and helping them in reserving and booking the flight tickets according to their needs
  • Worked on various mails and post cards sorting, filing and issuing them to their respective passenger
  • Proactively participated in games and other activities held by the company.

Operation Supervisor

Ruby Travels Solutions (India)
02.2005 - 10.2009
  • Maintaining Daily Scheduled to give services to the clients
  • Maintenance of the vehicles in the company
  • Keep check on the drivers and arranging them for the particular clients
  • Updating check report weekly
  • Maintaining the accounts as per the voucher and their respective drivers with the signature of the clients
  • Keep track of the drivers and their job scheduled including their overtime, maintaining the bills, check if all the vehicles are in good condition and with all the safety procedures are followed etc…

Customer Care Representative

Airtel Telecommunications, India
02.2004 - 01.2005
  • Handling the Customers, Solving their queries over phone or at the Help Desk
  • Handling the Inbound and Outbound Process calls.

Hardware/Network Engg

Netcom Infotech, India
02.2001 - 11.2003
  • Making the Schedule for day to day calls for giving services to Client's
  • Installation of IIS,Lan Setup, Cabling Crimping
  • Installation of various software like SQL 8.0,Oracle,Option Pack, Visual Basic,MS-office,Windows-9x,98-SE,XP,NT,2000 Server,Unix,Linux ETC… Fresh Installation of Windows 2000 Professional & Advanced Server
  • PC Troubleshooting, Assembling, installation-Configuration of O/S ETC…

Customer Support Engineer

Compusoft Computer Solutions, India
01.2000 - 02.2001
  • Handling the Client's, solving their queries over phone or at their premises
  • First level support related to Hardware and Application related problem
  • Assembling of Computers, installation-configuration of O/S & PC Troubleshooting
  • Installation of NOS,Troubleshooting &Administration of N/W at Client's premises.

Education

Jaipur National University

Skills

  • Cloud Administration
  • Designing and Implementation
  • Microsoft Azure / O365 Admin
  • Ms Teams / Skype For Business
  • Unified Communications
  • Direct Routing / Teams Voice
  • Project Management
  • Risk Management
  • Change Management
  • Resource Management
  • Service Management
  • Team Management

Accomplishments

  • Received outstanding contribution award- FY 15 during 2015 tenure in Wipro
  • Created Bemis ID – 3015860 publish internally for KB article
  • Has been awarded with Representative of the week for multiple times in my respective Q during 2010 tenure in Wipro
  • Has been awarded with Representative of the month for various times (Feb,Mar,Jun,Aug,Oct)
  • Has been awarded with Representative of the Quarter Award (Jan-Mar 2010)
  • Has been awarded as the best employee and Top Performer of the Year Award 2010 in my respective group

Certification

  • First Line Manager FLM certified by Aon Hewitt (2016)
  • ITIL V3 Foundation certified in IT Service Management (Credential ID : 2000738832)
  • PMP Training (Under process)
  • Ms-700 : Microsoft Teams Administrator associate
  • Co-Pilot For Microsoft 365 Cloud Academy(Credential ID:21983254)
  • Microsoft Certified Professional MCP : 3CG5AD-4F3383
  • MS 70-533 Implementing Microsoft Azure Infrastructure Solutions (Certification ID : 15253796)
  • Done Advanced Diploma in Networking Technologies(ADNT) from CMS Institute
  • Done Corporate Customer Relation Management(CCRM) course from Techknowledge Institute

Specific Strengths

  • Technical Acumen: Proficient in Ms Teams, Skype for Business, O365 ,Direct Routing, Teams Voice, Unified communications, and Ticketing and Monitoring tools like CAP, MsSolve, RAVE, DFM Connectwise,Nectar. Able to bridge the gap between technical teams and stakeholders.
  • Project Leadership: Experienced in leading cross-functional teams, managing project timelines, and ensuring successful project delivery.
  • Resource Estimation: Skilled at assessing project requirements, allocating resources, and optimizing resource utilization.
  • Team Delegation: Effective at assigning tasks, monitoring progress, and fostering a collaborative work environment.
  • Problem Solver: Adept at identifying bottlenecks, mitigating risks, and finding innovative solutions.
  • Transition to Project Management: Motivated to transition from a technical role to project management, leveraging my technical background to drive project success.

Timeline

Solution Specialist: UC / Skype for Business 2015 /Ms Teams

Atlas SmartIms Ltd (Hyderabad-India)
11.2018 - 08.2020

Sr Technical Consultant: Microsoft Process

Wipro Bps Ltd (Mumbai-India)
05.2013 - 11.2018

Sr Associate-Delta Airline process

Wipro Bps Ltd (India)
10.2009 - 04.2011

Operation Supervisor

Ruby Travels Solutions (India)
02.2005 - 10.2009

Customer Care Representative

Airtel Telecommunications, India
02.2004 - 01.2005

Hardware/Network Engg

Netcom Infotech, India
02.2001 - 11.2003

Customer Support Engineer

Compusoft Computer Solutions, India
01.2000 - 02.2001

Sr Tech Lead Operations – Microsoft O365 Skype for Business & Teams

Concentrix (Convergys Corporation)
- Current

Jaipur National University

Similar Profiles

CREATE PROFILE
RASHEED ABDUS SUBBOOH