Vikram Bhaskar

• Facilitated program management through effective communication with stakeholders and Microsoft management.
• Led a customer support team within Microsoft's Business Applications Group (ACE team), focusing on Dynamics 365 for Finance and Operations (Finance, Supply Chain Management, Commerce, POS, etc.) and Customer Engagement (Sales, Customer Service, Field Service, Customer Insights, Marketing, PowerApps etc.).
• Defined and implemented processes aligned with Statement of Work objectives to achieve Key Performance Indicators.
• Executed proactive measures to improve Customer Paying Time resolution and maintain high Customer Satisfaction ratings.
• Encouraged team members to obtain D365 certifications, enhancing knowledge and skills.
• Organized brownbag sessions and created troubleshooting guides to elevate team performance.
• Developed and maintained Dynamics and Power BI dashboards for comprehensive reporting.
• Promoted individual certifications within the team to foster professional growth.

• Oversaw delivery of diverse portfolio of engagements in customer support domains.
• Focused on improving customer engagement and achieving KPIs, including SLAs and CSAT.
• Identified opportunities for service improvements through automation and knowledge management.
• Analyzed procedures to enhance operational efficiency and minimize turnaround time.
• Ensured compliance with project management processes, including staffing and invoicing.
• Collaborated with cross-functional teams to resolve user-impacting issues and bugs.
• Led and mentored Technical Support Team, conducting regular staff reviews.
• Provided product feedback based on case assessments to drive feature improvements.

• Managed Azure Managed Experience Service Desk team to proactively mitigate issues affecting critical customer workloads.
• Analyzed customer workloads and onboarded customers, deploying alerts for Azure Managed services.
• Developed MDM API, Kusto API, and Shoebox Mapping modules for AzureSight to enhance internal support.
• Created ARM templates for alert deployments in both customer environments and internal systems.
• Collaborated with Engineering and cross-functional teams to address user-impacting issues and bugs.
• Delivered timely root cause analysis reports to prevent recurrence of issues.
• Coordinated with Product Groups and Customer Experience teams to resolve customer concerns effectively.
• Acted as scrum master, managing sprint cycles and facilitating regular status meetings.

• Managed Problem Management for Service Desk Incident Management team in Azure.
• Developed Power BI dashboards, automating weekly and monthly reports to meet requirements.
• Created applications and automations based on specific project needs.
• Proposed and categorized processes to track critical fields for analysis and trends.
• Reviewed and analyzed Service Desk operations, providing actionable improvement recommendations.
• Onboarded all datacenter teams to IcM and created a validation dashboard.
• Led migration from TFS to VSTS environment, enhancing project management capabilities.
• Trained Major Incident Management team on postmortems and Post Incident Review process.

• Executed development of s360 Dashboard for IAM/DA services alongside Livesite Report for MS Identity on Azure.
• Created and launched Partner Communication Portal for MS Identity Operations on Azure platform.
• Designed applications and automations based on specific project requirements.
• Led secret lifecycle management involving CERT creation, renewal, and deletion in Azure Services.
• Conducted service deployments utilizing EV2 while performing monthly BCDR exercises for reliability.
• Ensured periodic rotation of secrets in alignment with service needs to maintain security compliance.
• Streamlined report automation processes for MSODS, ORGID, MSA, and AAD App teams to enhance productivity.
• Managed resources effectively across multiple cloud platforms including Windows Azure and Rackspace.

• Automated existing workflows through PowerShell, significantly improving overall system efficiency.
• Developed comprehensive reports on front-end server status including Replica, Schema, Heatmap, and Load Balancer.
• Engineered MSI package to facilitate seamless patching service installation.
• Enhanced automated patching tool functionality within Managed Directory Services environment.
• Led monthly security patch cycles while managing datacenter expansions and ad-hoc projects.
• Executed incident trend analysis to identify root causes and implement problem management strategies.
• Compiled weekly and monthly reports on Service Level Agreements and operational performance.
• Trained both onshore and offshore teams on effective patching methods and MSODS architecture.

• Administered technical support throughout Windows Azure Operations Center, ensuring seamless operations.
• Managed Livesite incident troubleshooting and escalation processes effectively.
• Ensured service availability through remote maintenance of data center servers.
• Organized and led bridge calls during high-priority incidents with multiple stakeholders.
• Continuously monitored cluster utilization and availability metrics within production data centers.
• Performed basic to moderate network troubleshooting when needed.

• Architected and implemented cloud infrastructures for clients utilizing VMWare vSphere 5.0 and EMC VNX 5300 series storage.

• Contributed to two projects during master’s program at Marist College: Open Academic Analytics Initiative (OAAI) Grant Project and Innovative Technology Education Around Marist (iTEAM) initiative

• Supported US and UK clients with technology infrastructure through IT outsourcing group, utilizing HP Service Manager and Server Automation tools.
• Managed VMWare technology and server administration to ensure optimal client operations.

• Served as Database Administrator (DBA) for Karnataka State Police Computer Wing.
• Participated in Data Center transition and infrastructure upgrade utilizing VMWare technology and SQL Server.

• Coordinated backend operations for American clients and linked employees.

• Maintained the company’s IT infrastructure and website.

• Collaborated on initiatives involving Email Miner and Order Tracking System for client