Sanket Jagtap
IT Professional
Pune
Summary
Dynamic technical specialist with a proven ability to tackle complex challenges and deliver effective solutions in high-pressure environments. Expertise in diagnosing and troubleshooting intricate system issues, supported by extensive knowledge in software and hardware domains. Committed to fostering team collaboration and driving results, consistently recognized for reliability and adaptability. Proficient in articulating technical concepts clearly, ensuring exceptional support and enhanced customer satisfaction.
Overview
19
19
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Support Escalation Engineer
Microsoft Corporation, Bangalore
04.2010 - 09.2025
- Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.
- Key product includes Windows Servers Highly Available Clusters, Azure Local aka Azure Stack HCI, Microsoft Azure Administration, Azure Migrate, Storage S2D, Azure Arc, AKS on AZURE Arc, Windows Virtualization.
- Use trace analysis, source code, and other sophisticated debugging tools to analyse problems and develop solutions to meet customer needs; may involve writing debugging.
- Acquire & coordinate resources from other groups as needed to resolve customer issues.
- Manage hot site issues by setting customer expectations, devising action plans, professionally communicating to all parties involved.
- Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
- Represent Microsoft professionally in on call deliveries, Product Deployment suggestions.
- Act as technical lead, mentor, and role model on a team of engineers; provide direction to others, review solutions articles, training and triages.
- Develop and deliver technical training to other engineers.
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
- Report software bugs and customer suggestions with Product Group and Engineering team.
- Write complex technical articles and sample programs for knowledge base.
- Assist with selection of new team members.
- Act as technical focal point in cooperative relationships with other companies.
- This position has contact with managers and engineers, Microsoft Developers, Program Management, Technical Account Manager, other support vendors, and corporate customers, Solution Architects, Partner Advisors and OEM’s.
- Solution Environment: Azure Local/Azure StackHCI/Windows Server 2022/2025 OS and legacy Windows Server OS and Windows Client OS 10/8/7/Vista/XP
- Analyzed trends in escalations data to identify recurring issues and initiate preventative measures.
- Provided exceptional customer service while resolving difficult situations diplomatically, maintaining client loyalty during challenging circumstances.
Support Engineer Tier 2
Microsoft Corporation, Bangalore
04.2010 - Current
- As a member of the Core team in Platform Support responsible for delivering OS support for Microsoft Enterprise Premier Customers, primarily based out in EMEA, INDIA and North America regions. This includes phone as well as remote support.
- As an incumbent, it is required to deliver timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
- Troubleshooting RDS Server, Remote Apps, VDI, Personal Virtual desktop & TS/RDS services. Windows Virtual Desktop and RDS on Azure.
- Troubleshooting skills on Windows Clusters and Servicing, Windows Registry.
- Issues related to MSI (Windows installer) and Core components.
- Server Hang, unexpected reboot, bug check assistance including RCA
- Support for WMI (Windows Management Instrumentation), Winrm and PowerShell.
- Windows Internals, Debugging and usage of windows debugging tools
- Third party application installation and troubleshooting Issues on Windows OS
- Virtual PC, Virtual Server, Hyper-V Configuring, Managing Virtual Machines on HyperV
- Basic Knowledge of SCOM, VMware and Citrix Servers
- Expertise in performance monitoring tools like Perfmon, Debugging tools for windows
- Sound knowledge on Windows Memory management and architecture
- Performance issues with collaboration with Active Directory, Networking, and SQL, Exchange, IIS and Other teams as required.
- Collaborate with Developer team for Bug Fixes and repro scenarios, Escalation engineers, technical account managers and Partners.
- Contributed to Two TechNet blogs on AskPerf blogs and Microsoft Internal KB documents.
- Delivered New Hire trainings, Lync Session with Level 200/300 training for different platforms teams, partners and colleagues.
- Suggested Best practices at work and organize team Morale events proactively.
- Stepped in as Technical Advisor to handle the Afterhours team and business metrics.
- Completed internal Global Certification on supporting verticals RDS, OS Perf and MTV.
- Rewarded as a Power Players in the team for two consecutive quarters.
- Solution Environment: Windows Server 2012/2008/2003/2000, Windows 8/7/Vista/XP
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
Support Engineer Tier 1
Convergys India Pvt Ltd, Pune
05.2008 - 04.2010
- Joined as a Support Engineer supporting Microsoft Professional Customers and was moved to Microsoft GTSC in Bangalore from Internal Posting.
- Worked in Windows Core Performance team dealt issues related to server performance including resource depletion, hard hang Memory Management issues.etc.
- WMI, DCOM and Windows Base Service start up issues.
- RPC service starts up issues. Include process dealt by include team but helping them configure Adplus dump to analyze logs.
- Blank desktop issues, Shell extension issues and Screen saver issues.
- Performance Monitor analysis, Poolmon analysis.
- Application troubleshooting using tools like process monitor, process explorer, Adplus and dependency walker and Windbg.
- Application compatibility toolkits for windows 2008, R2 and windows 7.
- Terminal server remote app, Web, Gateway related issues.
- Fair knowledge on Remote desktop services in windows 2008 R2 including Remote desktop gateway, Session broker and VDI.
- Windows installer troubleshooting with Windows installer logs, Security policies inspections, Process monitor and other issues.
- Solution Environment: Windows 2008/2003/2000, Windows 7/Vista/XP
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
Technical Support Associate
IBM Daksh India Pvt Ltd, Pune
10.2006 - 05.2008
- Providing support to US based customers Home Users using Windows Operating System.
- Troubleshooting hardware related issues like No power, no boot, CD/DVD drive not working, issues like BSOD, boot issues.
- Support for factory installed software’s and operating system embedded software’s like windows mail, Microsoft office and Installation of Microsoft office, Microsoft works and peripheral devices like printers etc.
- Troubleshooting internet related issues for dial up, broadband, to some extent wireless connection.
- Client Served: Hewlett Packard
- Solution Environment: Windows Client OS 7/Vista/XP on HP Hardware.
- Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
Education
BE & Diploma - Civil Engineering
Pune University, Cusrow Wadia
01.2006
HSC - undefined
Maharashtra Board
01.2002
SSC - undefined
Maharashtra Board
01.2000
Certification
AZ-900 Azure AI Fundamentals.
Awards
Microsoft:, Published Technical Blogs in TechNet and for Internal Knowledge bases., Provided RCA cause on Critical Issue to end customers, Received Appreciation from Customers and Team members/partners., Delivered Sessions to Teams\Partners., Handling Escalation call and working with Partners, OEM Vendors., Participated in Hackathon project as Advisor., Create Agent to help team scan the report for tickets filtering with Volume/SS00/Customer/Region., Convergys:, Always set the right expectation and dealt with customer professional and helped them resolving issues., Determined to keep customers happy and learn from Mistake and take feedback from escalation and mangers positively., Committed to SLA.
Reading, Playing Chess, Travelling
Learning is never ending journey hence Reading helps me connected.
Playing Chess keep the mind engaged and thoughtful.
Travelling is always a new experience and learning.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Skills
Team collaboration
undefinedAccomplishments
- Resolved product issue through consumer testing.
- Documented and resolved Product Internal articles which led to help peers and internal stake holder for faster resolution.
Timeline
Support Escalation Engineer
Microsoft Corporation, Bangalore
04.2010 - 09.2025
Support Engineer Tier 2
Microsoft Corporation, Bangalore
04.2010 - Current
Support Engineer Tier 1
Convergys India Pvt Ltd, Pune
05.2008 - 04.2010
Technical Support Associate
IBM Daksh India Pvt Ltd, Pune
10.2006 - 05.2008
HSC - undefined
Maharashtra Board
SSC - undefined
Maharashtra Board
BE & Diploma - Civil Engineering
Pune University, Cusrow Wadia
Similar Profiles
MOHAMMED SHAHBANMOHAMMED SHAHBAN
Substation Maintenance Engineer in L&T at K.A Projects Bangalore - Bangalore Metro Rail Corporation Limited (BMRCL)Substation Maintenance Engineer in L&T at K.A Projects Bangalore - Bangalore Metro Rail Corporation Limited (BMRCL)
Mabel LiMabel Li
Business Support & GM Asssitant & EA at Microsoft Asia Pacific Corporation & Microsoft Open TechnologiesBusiness Support & GM Asssitant & EA at Microsoft Asia Pacific Corporation & Microsoft Open Technologies
SURYA NARAYAN SAHOOSURYA NARAYAN SAHOO
Section Engineer at Bangalore Metro Rail Corporation LimitedSection Engineer at Bangalore Metro Rail Corporation Limited
Pratik ChaflePratik Chafle
Data Engineer Manager at SaksoftData Engineer Manager at Saksoft
Vaibhav SuryawanshiVaibhav Suryawanshi
UI Developer at Xcaliber Infotech Private LimitedUI Developer at Xcaliber Infotech Private Limited