KRISHNARAJ S

PROJECT: MICROSOFT

• Manage and resolve Bing, Bing Ads, and MSN requests from Microsoft Designated Responsible Individuals (DRIs).
• Initiate and lead bridge calls for critical/high-impact incidents, ensuring rapid mitigation.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Increased visibility of major incidents through the creation of comprehensive dashboards and reports for senior leadership review.
• Improved major incident resolution times by implementing efficient processes and communication strategies.
• Conduct impact assessments for Severity-2 alerts, collaborating with relevant teams for resolution.
• Provide real-time updates on major incidents until resolution, ensuring transparency.
• Oversee DDoS attack monitoring, providing timely updates to Microsoft Senior Managers.
• Conduct postmortems(PIR) for high-priority incidents, implementing preventive measures.
• Lead weekly performance analysis meetings to drive quality control and process improvements.
• Oversee the OneService deployments and ensuring successful execution.
• Review VSO tasks to ensure accurate tracking of team efforts in ICMs.

• Led a team ensuring compliance with client-defined metrics & SLAs.
• Acted as the primary point of contact for daily Service Review Meetings with Situation Incident Managers.
• Developed strategies to minimize incoming calls and tickets, improving operational efficiency.
• Conducted Root Cause Analysis (RCA) for recurring issues, implementing corrective actions.
• Key contributor to Windows Hello Application Deployment project, streamlining rollout processes.
• Conducted regular process audits to identify areas for improvement and monitor compliance with established standards.
• Implemented innovative process automation solutions to increase efficiency and accuracy in daily tasks.
• Assisted with new hire processing and existing training programs.
• Coordinated weekly meetings for internal and external groups.

• Delivered technical support via phone and web chat, ensuring high first-call resolution (FCR) rates.
• Led major incident management efforts, ensuring adherence to SLA guidelines.
• Automated processes, reducing manual intervention for incident notifications by 30%.
• Created and shared service performance reports with internal stakeholders.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Provided expert support for end-users, ensuring optimal system performance and user satisfaction.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Provided network support for B2B users, troubleshooting connectivity issues.
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Conducted trend analysis reporting to identify recurring technical issues.
• Managed claims and escalation cases, ensuring timely resolutions.

• Delivered help desk support via calls and chat, resolving service desk requests efficiently.
• Managed approximately 30 incoming calls, emails per day from customers.
• Managed mobile device management (MDM) for the enrollment of the devices
• Monitored supervisor queues and ensured all the incidents are followed up within SLA and made sure resolution achieved.