Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Sudhir Panigrahi

Bangalore Urban

Summary

Accomplished Sr Support Escalation Engineer at Microsoft, renowned for driving product improvements and boosting customer satisfaction by 35%. Expert in escalation management and technical troubleshooting, with a strong focus on leadership and customer advocacy. Proficient in HTML/CSS and JavaScript, consistently surpassing Service Level Agreements through innovative solutions and strategic case management.

Overview

13
13
years of professional experience

Work History

Sr Support Escalation Engineer

Microsoft
Bangalore
02.2023 - Current
  • Spearheaded cross-functional collaboration with Engineering, Customer Success, and support teams, analyzing multi-channel feedback to drive product improvements, boosting customer satisfaction by 35%, and reducing support tickets by 18%.
  • Expertly managed escalated cases, business-critical issues, and provided immediate solutions, followed by thorough root cause analysis (RCA).
  • Engaged with product teams to evaluate new feature proposals, ensuring alignment with customer needs, and technical feasibility.
  • Authored and updated detailed documentation for complex support scenarios, facilitating knowledge sharing and process efficiency.
  • Translated customer requirements into actionable feature requests or product enhancements, bridging the gap between business needs and technical execution.
  • Consistently achieved and surpassed Service Level Agreements (SLAs) by enhancing customer satisfaction through strategic case pattern analysis, and coaching engineers.
  • Orchestrated the resolution of high-priority escalations, delivering timely and effective outcomes to maintain customer trust.
  • Elevated frontline engineer performance by providing real-time support and guidance on the floor.
  • Fostered strong relationships with Engineering to streamline feature requests and bug-reporting processes.
  • Maintained high standards of support quality through weekly technical case reviews, and quality control measures.
  • Mentored and prepared Support Engineers for advanced roles in Support Escalation, focusing on browser support specialization.

Technical Advisor

Microsoft
Bangalore
03.2019 - 02.2023
  • Expertly manage escalations involving technical and political challenges.
  • Demonstrated excellence in customer service and client relations.
  • Proficient in HTML, CSS, and JavaScript.
  • Skilled in log analysis using tools such as Process Monitor, Network Monitor, Windows Performance Analyzer, and Fiddler.
  • In-depth knowledge of network latency issues pertaining to TCP, TLS, HTTP, and HTTPS protocols.
  • Collaborate effectively with a team of 12+ engineers for technical case support.
  • Strong teamwork capabilities, coordinating with multiple departments seamlessly.
  • Provided technical guidance and support to engineers and customers across various industries and platforms.
  • Analyzed and resolved complex technical issues to ensure optimal system performance and reliability.
  • Managed and maintained technical documentation, including system configurations, and troubleshooting procedures.
  • Advising and sharing expertise with engineers.
  • Developing and implementing technical strategies.
  • Collaborating with leadership and SMEs to determine existing technical capabilities and future needs.

Support Engineer

Microsoft
Bangalore
11.2016 - 02.2019
  • Providing end-to-end solutions to enterprise customers by understanding their issues, collecting the details/data logically, and driving the case toward resolution.
  • Collaborating with our escalations, other Microsoft teams, and non-Microsoft product teams, and delivering customer success through a quality experience.
  • Expert Technical Support Engineer for Microsoft Browsers
  • In-depth understanding of browsers, Group Policy management, caching, add-on management, TCP, HTTP, SSL, and TLS, SmartScreen Filter, application reputation, InPrivate browsing, tab isolation, crashes, memory leaks, and installation issues.
  • Skilled in handling internal escalation calls, with a focus on resolution efficiency.
  • Proven track record in resolving critical technical issues for Microsoft browsers.
  • Proficient with diagnostic tools such as Fiddler, Network Monitor, and Process Monitor.
  • Led the internal browser team in both technical and administrative capacities.

Technical Support Engineer

Wipro
Bangalore
09.2014 - 11.2016
  • I worked as a Delivery Partner for the Browsers team for Microsoft.
  • Resolved browser issues by logically connecting information and facilitating timely resolutions.
  • Collaborated with cross-functional teams to develop strategies for enhanced customer experiences.
  • Served as acting team lead for one year, driving successful business outcomes.
  • Partnered with managers to identify business requirements and meet target scores for Broad Commercial business.

Support Engineer

Atos india
Mumbai
08.2013 - 08.2014
  • Managed remote call handling with Support Tool to ensure efficient issue resolution.
  • Facilitated coordination between project management and development teams for streamlined operations.
  • Served as Single Point of Contact (SPOC) for Siemens Process folder access.
  • Conducted server monitoring for 2003, generating detailed performance reports.
  • Resolved Outlook and Active Directory (AD) issues through effective troubleshooting.
  • Created Lotus Notes accounts to enable seamless communication for Siemens users.
  • Executed new AD user and shared folder creation to enhance organizational structure.
  • Oversaw full application development lifecycle, from execution to maintenance.

Support Engineer

Wipro InfoTech. (Embee software LTD.)
Mumbai
12.2012 - 08.2013
  • Delivered Tier 1 support for Standard Chartered Bank, addressing desktop issues and Windows 7 deployment.
  • Managed high-priority support for VIP clients, including VPs, AVPs, and Regional Heads.
  • Escalated critical incidents involving client applications such as Microsoft and United Health Group IT help desk.
  • Troubleshot a wide range of application-related issues to ensure swift resolution.
  • Resolved escalated support calls with efficiency and thoroughness.
  • Conducted comprehensive training sessions for new engineers on processes and applications.
  • Generated and submitted all required reports in a timely manner.
  • Spearheaded monthly audits for Desktop support team to maintain service quality.

Education

Masters of Computer Applications - Computer Applications Development

Yadavrao Tasgaonkar College
Mumbai
07-2012

Bachelor of Science in IT - IT

Vikas College of Arts Science And Commerce
Mumbai
07-2009

Skills

  • Escalation management
  • Leadership
  • Customer advocacy
  • Troubleshooting and debugging
  • Technical empowerment
  • Customer management
  • Innovation
  • HTML/CSS
  • JavaScript
  • Networking
  • http/https
  • Net export/Wireshark
  • VS Code
  • Fiddler
  • Windows debugging
  • Windows Performance Analyzer
  • Root cause analysis
  • Technical troubleshooting
  • Case management
  • Process improvement

Accomplishments

  • Multiple performance awards as a support engineer and technical advisor

Affiliations

  • National Volleyball player at university level

Timeline

Sr Support Escalation Engineer

Microsoft
02.2023 - Current

Technical Advisor

Microsoft
03.2019 - 02.2023

Support Engineer

Microsoft
11.2016 - 02.2019

Technical Support Engineer

Wipro
09.2014 - 11.2016

Support Engineer

Atos india
08.2013 - 08.2014

Support Engineer

Wipro InfoTech. (Embee software LTD.)
12.2012 - 08.2013

Masters of Computer Applications - Computer Applications Development

Yadavrao Tasgaonkar College

Bachelor of Science in IT - IT

Vikas College of Arts Science And Commerce

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Sudhir Panigrahi