Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shalabh Bahuguna

New Delhi

Summary

Seasoned Escalation Engineer with comprehensive background in network troubleshooting, root cause analysis, and customer service. Strong hands-on experience in resolving technical issues, deploying updates, and implementing solutions that improve system efficiency. Highly skilled in collaborating cross-functionally with diverse teams to resolve complex technical issues while maintaining high levels of customer satisfaction. Demonstrated ability to drive process improvements leading to enhanced operational performance.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Escalation Engineer

Tech Mandinra allyis
New Delhi
04.2023 - Current
  • Helped team on issues related to SPO, OneDrive, EXO, and teams.
  • Experience in Office deployment on Windows and RDS. Working knowledge of PowerShell and other O365 services like Defender, SharePoint, and Microsoft Teams. Strong knowledge on authentication mechanisms such as ADFS, SSO, and modern authentication.
    Understanding and awareness of AD and On-prem Exchange. Handling multiple Microsoft partners and taking care of migration from Google, On-Premises Exchange, and Other Platforms. Delivering real-time support to organization's exchange and global admins in migration, mail flow issues, and user and tenant management. Having active knowledge of Local Active Directory, DNS, DHCP.

Support Engineer

Concentrix (Microsoft O365)
New Delhi
01.2021 - 04.2023
  • Handled Premier and enterprise support for O365 Exchange, including in-depth troubleshooting on EXO like migration, mail flow issues, and user and tenant management.

Support Engineer

IGT ( expedia )
New Delhi
02.2020 - 01.2021
  • Worked as a technical advisor and dealt with application-based troubleshooting for the applications for the Global Distributing systems, including Amadeus and Saber.

Process Associate

Genpact ( Samsung )
New Delhi
06.2018 - 02.2019
  • Worked as a technical advisor and process associate for handheld products for Samsung. Often, assisted IT group in developing policies that were geared towards managing user activities.

Education

B.tech - CSE

Amity University
Lucknow
05-2017

Skills

  • Exchange Online, SPO, OneDrive, Teams
  • Excellent Communication
  • Customer service expert
  • Technical issues analysis
  • Incident Management

Certification

  • AZ 104
  • AZ 900
  • MS 100
  • MS 203
  • MS 500
  • MS 900

Timeline

Escalation Engineer

Tech Mandinra allyis
04.2023 - Current

Support Engineer

Concentrix (Microsoft O365)
01.2021 - 04.2023

Support Engineer

IGT ( expedia )
02.2020 - 01.2021

Process Associate

Genpact ( Samsung )
06.2018 - 02.2019

B.tech - CSE

Amity University

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Shalabh Bahuguna