Umesh Rana

• Managing a team of over 30 engineers (L1, L2, L3) to ensure quality infrastructure support for global clients.
• Oversea all aspects of IT infrastructure operations including DNS, DHCP, Windows Server Administration, and Azure IaaS.
• Plan and execute technical training programs to upskill engineers on new technologies and internal processes.
• Serve as primary escalation point for critical issues, achieving resolution within SLA through effective problem management.
• Present technical insights and project updates to clients while strategizing service improvements.
• Direct operational metrics and KPI reporting; performed detailed analyses for leadership evaluation.
• Collaborate cross-functionally to ensure infrastructure goals met business objectives across engineering and cloud teams.
• Lead change and problem management activities to minimize downtime during infrastructure changes.

• Collaborated with Imaging Solutions for enterprise printing and scanning initiatives.
• Reviewed incidents to ensure compliance with technical standards.
• Authored and assessed knowledge base articles based on newly reported issues.
• Served as Senior Advisor for a prominent team, guiding Support Engineers.
• Engaged directly with customers on complex or escalated incidents.
• Conducted in-depth analysis of trace logs, including custom and Microsoft Server logs.
• Identified key drivers of support incidents and developed corresponding KB articles.
• Tracked and documented detailed case notes within incident management system.

Progressed from Level 1 Engineer to Escalation Engineer, managing complex Microsoft environments.

Led a team of 15+ engineers, focusing on training and development in Microsoft technologies.

• Trained over 13 batches of new hires in Active Directory and project management.
• Resolved escalated cases promptly, enhancing customer satisfaction with Microsoft products.
• Addressed technical issues in Windows Authentication, DNS, and Active Directory replication.
• Managed domain migrations using Active Directory Migration Tool (ADMT).
• Communicated solutions for complex problems to corporate customers as Senior Engineer.
• Extracted and interpreted sales data for VP Sales, producing MIS reports and presentations.

• Promoted from Customer Service Representative to Subject Matter Expert as Tele-sales Coordinator.
• Interpreted and presented sales data for VP of Sales, enhancing strategic decision-making.
• Managed MIS reports to provide detailed insights into sales performance.
• Coordinated schedules and presentations for VP of Sales, ensuring seamless operations.
• Collaborated with various departments to support cross-functional sales initiatives.