Engineer Technical Support

Tejas Haria

C ***, Navneet Nagar, Dombivli, Mumbai MH 421204

Cell: +91-981*******; Email - *****.*****@*****.***

LinkedIn: https://www.linkedin.com/in/tejasharia

Blog: https://ucblog.info

Summary

Talented Technical Support Engineer with 10 years’ IT experience assisting business clients in implementing solutions of their need and providing support to keep the infrastructure up and running. Seeking a position to incorporate past experience and to get opportunity to explore new technologies to benefit organization in every aspect.

Domain Expertise

Microsoft Lync Server 2010, 2013, SFB 2015

Microsoft Windows server 2003, 2008, 2012, 2012 R2

Microsoft Office 365 – Lync Online

AD, DHCP, DNS, Group policies, Certificate Authority, user management

Tools Knowledge

Wireshark, Netmon, Fiddler, Snooper, OCSLogger, CLSLogger, ETL parser

Windows event viewer, Procmon, Process Explorer

Accomplishments

Promoted as Microsoft Lync Online Escalation engineer (Tier 2)

Received Best Support Engineer Lync Online Escalation Engineer award for Q2 FY 2015

Received Best performer award for year 2008-09.

Technical Expertise:

Deploying, configuring, Troubleshooting and migration of Microsoft Lync server 2010, 2013 and Skype for Business 2015

Configuring and troubleshooting Lync and Exchange features like OWA IM, UM

Troubleshooting Lync AV calls, Federation issues, server performance issue etc.

Configuring and troubleshooting Lync Enterprise voice features

Configuring various Lync server roles like FE, mediation, Edge, Archiving, Monitoring, etc.

Analyzing SBC logs like Audiocdes, Sonus, Avaya etc…

Deploying Windows server 2003, 2008, and 2012 and configuring various windows roles and features

Deployment and configuration of Active Directory, DNS, DHCP, File server, FSMO roles, Group policies

Experience

August 1, 2016 to till date

Senior Specialist,

Tieto India Pvt. Ltd.

Technical Support Engineer

Providing support to Tieto cloud and Office 365 customers (1 lakh Lync users overall) related to their Lync issues, managing Lync environment, planning and designing Lync/SFB server patching, providing L2/L3 support to the escalated tickets, working on SCOM alerts raised for Lync servers, troubleshooting issues with Lync AV calls, sign in, Conferences, Federation, Enterprise Voice issues etc., delivering Lync training to teammates

December 28, 2015 to June 17, 2016

Aditi Technologies Pvt Ltd., Bangalore

Client Location: Microsoft India R&D Pvt Ltd, Bangalore

Providing Lync support to Microsoft Lync/SFB On-Premises Premiere customer (NA region)

Troubleshooting on break-fix issues and Advisory cases like, desktop/mobile sign in, Lync and Exchange integration, Address book issue, voicemail leave/retrieve, Audio-video calls, PSTN Calls, federation, persistent chat server, etc.…

Technical Support Executive (Lync Online Escalation engineer – Tier 2)

March 2011 to August 2015

Wipro Limited Mumbai

3.5 years of wide experience in Microsoft Lync Online

Trained on Microsoft Exchange Online, DirSync,

Handled a team of 7 L1 engineers

Working experience on Microsoft Lync Server 2010, 2013, Skype for Business 2015

Migration of Microsoft OCS, Lync 2010, 2013, Skype for Business and migration to Office 365 Lync Online

Capturing Lync client and server side logs, ET L traces, network traces, HTTP debugging logs

Analyzing Lync logs UCCAPI/ETL traces, network traces to troubleshoot the issue

Capturing and analyzing Wireshark traces

Strong hold on Unified Messaging configuration and troubleshooting

Troubleshooting Lync and Exchange connectivity

Troubleshooting Lync AV call, Desktop Sharing, presentation issues, conference calls, etc.…

Provided IT support to company personnel.

Research on issues on various computer systems and servers to resolve complaints and answer inquiries.

Mentoring junior engineers

Assisting customers across globe with technical issues via email, live chat and telephone support.

Service Delivery Engineer

June 2008 to March 2011

Omnitech InfoSolutions Limited Mumbai

Provided base level IT support to company personnel.

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Built and maintained successful relationships with service providers and vendors

Managed IT setup and service requests for Baccarose Perfumes & Beauty Products, Brescon Corporate Advisors Ltd, Rustomjee Builders, Hanmer MS & L Communications

Senior Engineer

Jan’08 to May’08

Saimag Systems –Mumbai

Was deployed as onsite engineer at

-Lionbridge Technologies, Mumbai. (Posted as senior engineer)

-Accenture – Mumbai & Pune (Posted as Back up engineer)

IT Consultant

Jan’07 to Jan’08

TAM Media Research Pvt. Ltd. – Mumbai.

Involved in providing solution to employees within site and out station branches also

Handled more than 110 pc’s including Desktops, Laptops, Servers and Symantec Veritas backup server

Entrepreneur

Nov’03 to Jan’07

Mahavir Infotech

Providing computer peripherals and IT services to business and home customers, setting up IT infrastructure, network cable patching, etc.….

Education

BSC IT, 2012

Sikkim Manipal University Mumbai, India

Secured 66.12% in B.Sc. IT (Distance Education) from Sikkim Manipal University

Personal Details

Date of Birth: April 11, 1982

Permeant Address: 407, Kanan Apt, Amrut Nagar, Ghatkopar (W). Mumbai, India

Current Address: Reddy’s PG, Vadgaon Sheri, Pune

Languages known: English, Gujarati, Hindi and Marathi

Marital Status: Single

Passport: Available

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