Santosh Poojari

• Served as an effective operational liaison between the supplier teams and Microsoft by managing & developing a team of Support Engineers to deliver the highest level of customer satisfaction
• A result-oriented professional with 7+ plus years of experience in:
  ~Technical Support ~ Customer Relationship Management~ Service Delivery Management
  ~ Outsource management ~ Escalation Management ~ Team Management
• Experience handling vendor teams to manage outsourcing business based in India and Africa.
  Skilled in addressing alerts & escalation of critical situations in all three regions (Americas, EMEA, APAC) from customers and partners.
• Instrumental in conducting periodic reviews with the customer and analyzing calls and their trends to take proactive measures to reduce knowledge-based calls
• Adept in ensuring delivery of high-quality services to support customer's business needs & achieving continued high customer satisfaction from all operational users for services.
• Proficient in running process operations with exposure to developing procedures and service standards for business excellence.
• Adept in handling all escalated and compliance related complain issues while ensuring their resolution.
• Pivotal in analyzing and providing advice on the service delivery managerial and organizational methods.
• An effective communicator & negotiator with strong analytical, problem solving and organizational abilities.
• Categorizing Business challenges and giving proactive solutions to improve the overall success of Office 365. Executing solutions end-to-end, meeting timelines and impact measures.

• My primary job is providing best-in-class Technical Support to Microsoft Syndicate and Microsoft Signature Partners.
• As a Technical Support, I would assist partners with issues related to Microsoft Online Services like Office365 Exchange Online, Forefront Online Protection for Exchange (FOPE), ADFS, and Exchange Online Protection (EOP).
• Achievements in Microsoft: - Was awarded with Power player award for achieving consistent KPI Targets.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Maintained partner satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Managed high levels of call flow and responded to Office365 technical support needs.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisting customer with issues related to Microsoft Online Services like Office365 Exchange Online, Forefront Online Protection for Exchange (FOPE) and Exchange Online Protection (EOP).
• Subsequently I was promoted to the role of Technical Lead and my task was to assist my team with Technical Roadblock issues with reference to Office365 Exchange Online, Forefront Online Protection for Exchange (FOPE) and Exchange Online Protection (EOP)
• Achievements in Wipro:-

Runner-up for Best System Engineer.

Best TL for achieving best KPI results

• As an L1 technician, we monitored operational and security procedures for numerous computers in the network, related systems administration, and maintenance protocols using Inbuilt Software, i.e. SAAZ.
• Contribution to Product Enhancements and Portal Enhancement.
• Monitoring Server's health i.e., Exchange Server, Active Directory, Web Server, Terminal Server of Multiple Projects through Tools
• Monitoring Regular Antivirus updates from Server on clients (AVG, BitDefender)
• Updating Windows patches of Clients and Servers from the WSUS server and Customized Application
• Creating Blackberry Accounts from the Blackberry enterprise server and Blackberry internet server, Domain Users and Groups in Active Directory, and Mailboxes on Exchange Server (Both 2K3 & 2K7)
• Providing L1 Support to end users through customized Remote tool
• Monitoring Backup jobs of the Exchange Server and File Server using NT Backup
• Daily works documentation and creating reports daily regarding the Status of the Project
• Achievements in ZENITH Infotech: I was selected as the Member of Research and Development for the Patch Management Team and then promoted to L2 Tech for Patch Management Team.
• Designed the Test Lab for Extensive Patch Testing, Test lab Included Exchange 2003, NTbackup, WSUS 3.0 SP1, Virtual Servers, etc

• Managing Exchange Hosting and SharePoint Customers technical query through chat as well as by Remote Support
• Trouble Shooting Software Problems i.e. Win XP, Microsoft Outlook and Process Software’s.
• Maintaining the Users Right, Regular Anti Virus Update. Updating Windows patches of Clients and Servers from WSUS server Kaseya.
• Creating FTP Accounts, Domain Users and Groups in Active Directory, Mailboxes on Exchange Server
• Helping System Administrator to achieve desktop compliance like Windows Update, Anti Cirus.
• Maintaining IP phones (AVAYA) from Client Side.
• Creating Reports on the Daily basis regarding the Status of the Process.
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
• Established network specifications and analyzed workflow, access, information and security requirements.
• Orchestrated integration and communication of software upgrades.

• Collaborated with business process owner and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
• Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and process policies.
• Helping System Administrator to achieve desktop compliance like Windows Update, Anti Virus.
• Trouble Shooting Software Problems i.e. Win XP, Microsoft Outlook and Process Software’s.
• Responsible for creating reports daily regarding the status of process software and hardware compliances.
  

Client: Efunds International Limited (Corporate Office)

• Trouble Shooting Hardware Problems & Software Problems i.e.Win XP, Lotus(Client) and Process Softwares.
• Maintaining the Users Right, Regular Anti Virus Update(Trend antivirus).
• Patches Updating of Windows XP with WSUS server.
• Escalation of 3rd party Software with the Concerned team and raising the Call for the Faulty parts with Hardware support team
• Maintaining the Network and Telephone Line (TATA and Prologic lines) through Data Center.
• Maintaining IP phones (AVAYA) from Client Side.
• Creating Reports on the Daily basis regarding the Status of the Process