Tushar Virvan
New Delhi
Summary
Adept at driving client support experiences and technical escalations, my tenure at Concentrix showcases a robust expertise in Windows Server administration and Azure cloud platforms, complemented by a strong foundation in teamwork and adaptability. Certified in AZ900 and AZ104, I excel in fostering innovation and efficiency in high-stakes environments.
Overview
6
6
years of professional experience
Work History
Escalation Engineer
Concentrix
Gurgaon
07.2024 - Current
- Responsible for the client support experience with Microsoft
- Provide Enterprise OS Platform support (B2B) to Microsoft clients on Windows Servers and Client
- Handling Executive Escalation with Clients
- Identify cases that require escalation (either technically or strategically)
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Managing High Age cases and working on traction with Engineering Team
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams
- Experienced in balancing support tasks while seamlessly handling L1 escalation challenges
- Diligently engaging with product team regarding Bugs and Code Defects
Subject Matter Expert
Concentrix
Gurgaon
09.2021 - 07.2024
- Extensive support knowledge on Windows: Server - Windows server 2008/2008 R2/2012/2012 R2/2016/2019/2022
- Client - Windows 7/8.1/10/11
- Administration of different versions of Windows Server Operating System on both physical and virtual servers including, Hyper-V, physical servers, VMware and Azure cloud platforms
- Expertise in conducting deep-dive root cause analysis to identify and resolve performance bottlenecks, resource constraints and reliability issues
- Proficient in addressing Operating System reliability concerns and conducting root cause analysis, including investigation of issues such as bug check, non-bootable scenarios and unexpected reboots and latency
- Knowledge on DNS, DHCP
- Conceptual and Lab test knowledge of backups (VSS)
- Aware of creating backups via snapshots on various virtualizations like VMWare, Hyper-V
- Conceptual and lab knowledge on Azure Active Directory features like MFA, Roles Assignment, User creation, Switch tenants, Switch Subscription, Assign particular role to a Groups or an individual user
- Conceptual and Lab test knowledge of creating and managing Azure Subscriptions, users, groups, storage accounts
- Deploying new Virtual machines, moving VMs to different subscriptions, managing Virtual machine disks, creating snapshots, converting snapshots to disks
- Deploying Azure backup agent on Windows server, physical servers, client personal machine and on Azure VM
- Then, linked with Recovery services vault to transfer the drive data to the Azure portal
- Have expertise in troubleshooting Azure backup agent backups, Azure file share backups and Azure VM level backups
- Have experience in troubleshooting, configuration, and deployment of complex Azure workload and backup/recovery configurations
- Helped designing the Storage replication on azure
- Worked with Collaboration team of Active Directory, Networking and Windows Server
- Worked with MS PG Team to file bugs and DCRs (Design change requests)
- Ensuring timely triage on latest Technologies to other members of the team
Senior Associate
Teleperformance
Gurugram
05.2019 - 09.2021
- Worked on a different task like handling the client-based queries as per the tickets raised by the L1 level related to the products like DAS, NAS, SSDs, Hardrives etc
- (connectivity issue)
- Remotely access done with the help of troubleshooting tools to resolve the queries and provide them a proper resolution
- Provide troubleshooting steps over mail to provide resolution
- Worked on MS Excel to maintain client data
- Monitoring the tickets raised by the L1 level and fixed it as per the given time
Education
MBA - Masters of Business Administration
Suresh Gyan Vihar University
jaipur12-2023
Bachelor of Arts -
Swami Vivekanand Subharti University
Meerut01-2019
Skills
- Equality
- Team Player
- Confident
- AZ900 Certified
- AZ104 Certified
- Professionalism
- Friendly and patient
- Adaptability
Websites
Languages
- English
- Hindi
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Timeline
Escalation Engineer
Concentrix
07.2024 - Current
Subject Matter Expert
Concentrix
09.2021 - 07.2024
Senior Associate
Teleperformance
05.2019 - 09.2021
MBA - Masters of Business Administration
Suresh Gyan Vihar University
Bachelor of Arts -
Swami Vivekanand Subharti University