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Technical Lead, Solution Architect, migration expert

Salt Lake City, Utah, United States
November 04, 2016

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Phani Kumar Upadhyayula E-mail: Mobile: 385-***-****


9+ years of experience in multifarious roles across technical consultancy, presales and service delivery

8+ years of experience in designing, implementing, administrating and migrating servers in Windows Infrastructure/Active Directory and Messaging environments

Handled Migration and setup of hybrid environments for Exchange on premise/online.

Possessing 4+ years of experience in project management and as a technical liaison between vendors/partners/stakeholders to design, implement and stabilize the project within the specified timelines

Experienced in pre-sales

Expert in analysing, planning, managing a cost effective method of product implementation and resolving any critical operational issues

Experienced in operational maintenance with an insight to identify and implement the continual service improvement and technical enhancement in service delivery.

Highly optimistic, good team player, quick learner and a committed individual with zeal to deliver quality Customer and Partner Experience.

Technical Skills:

Messaging and Collaboration:

Exchange 2003/2007/2010/2013 and Exchange Online/Office 365. Lync 2010

Scripting & Database:

PowerShell and MS SQL


Citrix XP, SoftGrid and Hyper-V


Quest Migration and auditing tools, ADMT,

IIS Log Parser, Netmon, Exmon. HTTP Watch and Exchange ETL trace analyses

Operating Systems:

Windows server 2012/2008 R2/2008/2003


Active Directory, DNS, DHCP, IIS and ARR, ISA/TMG and certificates

Professional Certifications:

MCSA Certified in EXO/office 365 (MCP ID: 3607553 /MS0429722397)

Microsoft Certified Technology Specialist (MCTS) in Exchange Server 2010, 2013

Microsoft Certified IT Professional (MCITP) in Exchange 2007and Windows 2008

Microsoft Certified Professional (MCP) in Windows 2003 Directory Services (Active Directory)

ITIL V2.0 – Foundation in IT-Service Management

CCA in CPS4.0 (Certified Citrix Administrator)


Leading the team which won Best team award for years 2008, 2011, 2013, 2015

Won Architect of Excellence (ACE) award in Q3 2010.

Written a KB article published externally in Oct 2014 (KB:2970372)

During Exchange 2007 & 2010 Beta was part of the Early Adoption Team, worked and collaborated with the Beta Team to implement and deploy architecture design scenarios for testing new features of Exchange.

Work Experience:

Dell Software India Pvt.Ltd Aug 2015 - Nov 2015

Technical Pre-Sales Solution Consultant/Architect


Designed and implemented the POC environment setup at the partner’s org (TCS-Chennai) for Exchange Hybrid, various migrations scenarios from different platforms to Microsoft platforms using the Dell Solutions.

Migration experience of different Messaging platform Lotus Domino to Proprietary Microsoft Exchange (On premise) and Exchange online (Office 365)

Migrated and consolidated Complex Active Directory infrastructure

Deliver migration assessment and architecture design services for Windows and Messaging (Primarily E-mail infrastructure like On Premise Exchange servers 2003-2013 and Office 365)

Designing and integration of Dell Solutions for Windows and Messaging platforms but not limited to Windows alone

Troubleshooting issues/defects with Dell Migration solution products and assist partners to sell, develop and deploy Dell solutions

Producing client deliverables such as detailed design documentation, migration test plans, product training documentation, migration cookbook and demos to partners for product readiness

Active involvement in business and sales development activities through presentations and demos, business cases, assisting sales team during client and sales meetings and technical teams during deployment.

Demonstrate abilities by comprehensively responding to RFPs (Request for Proposals) including the development of overall solution, technical and commercial aspects as well as overlooking the overall preparation of proposals involving multiple teams and stakeholders.

Engage in a leadership role driving customers/partners in various architecture designs for migration, management, tuning, recovery and replication solutions as well as industry best practices.

Microsoft Dec 2007 - July 2015

Technical Lead/Technical Advisor July 2012- July2015


Lead/manage a 15-20 member team of technical support engineers.

SME in Exchange CAS Servers high availability, Outlook Web Access (OWA), outlook Anywhere, Mobility aka ActiveSync, Exchange Web Services (EWS), Implementation of Cross Forest Autodiscover in complex environment, Exchange federation, Mail flow, servers high availability.

Assisted customer in scaling and sizing for Exchange and outlook client related deployment.

Created Customer Partner Experience (CPE) Process workflow after analysing the trend and implemented appropriate strategies which resulted in increase of performance/CPE by greater than 15% (Total CPE of 89%) in challenging regions like Western Europe (WE), China and enabled the team to deliver better quality of work and Customer Partner Experience (CPE).

Initiated and lead a Project to adopt the Unified diagnostics Environment (UDE) within Exchange Support teams (EMEA Exchange teams) that aims at collecting the logs early in the Support lifecycle from the customer, proactively analyse the present or probable issues that may hamper the environment and provide proactive guidance for quicker resolution of the technical issues, thereby reducing the support cases or issue and increase the Customer Partner Experience

Responsible for leadership and delivery of project based assignments that encompass system architecture, proof-of-concept and deployment services for Enterprise and Mid-Market.

Responsible for conducting and develop training plans for new hires and service academy.

Collaborate on cross-team and cross-product technical, process related issues by working with resources from other groups/regions as needed to resolve customer issues.

Working closely with the Support engineering teams and advocate on critical escalations/issues, Supportability review, migration, break fix and advisory issues for complex customer environments.

Assist partners/customers with designing, architecture and implementation as per Microsoft best practices for Exchange/e-mail infrastructure through trainings and building POC/Proof of Concepts.

Drive, participate in case studies and develop internal classified documents for complex issues, share knowledge with other engineers and teams, and develop efficient customer solutions within nominated SLA timeframes.

Responsible for reviewing the issues handled by engineers and enhance the performance of a team of Support Engineers assessed by areas of customer satisfaction, technical expertise, and timeliness of support delivery by providing timely feedback that focus on improving customer satisfaction, communication skills, and technical ability.

Keeping track of core Business Drivers (MS Resolve, TTC, SE SAT, SE KN SAT, Product/Process SAT) and Operations Matrix to make sure we meet/exceed our Service Levels (SLA’s).

Microsoft Mar 2011-June 2012

Technical Support Lead


Managing the project team that is involved in fixing collaboration issues across the groups/clusters and documenting Process and Technical tasks.

Co-headed and orchestrated the support function delivery model for our vendors (Wipro).

Worked on creating the Tier 3 model for Partners which is targeted at enabling allocation of suitable SME resources to handle sensitive or challenging issues, providing the partner teams an escalation matrix and quicker resolution to customer’s and achieve better Customer Partner Experience (CPE)

Assisted Project Managers by providing inputs for creating Microsoft Self-help portals for customers on unsupported scenarios and how to solutions, thereby reducing the unsupported issues/cases from being logged.

Act as a liaison between the partner teams and Microsoft by guiding partner team Support Engineers and Technical Leads in the right direction for further troubleshooting and resolving the complex technical issues.

Proactively identify and present potential gaps to support current and future products and plan readiness accordingly on a quarterly basis by conducting workshops.

Assist partners/customers with design, architecture and implementation as per Microsoft best practices for Exchange/e-mail infrastructure through trainings and building POC/Proof of Concepts.

Drive, participate in case studies & technical training, develop internal classified documents for complex issues, share knowledge with other engineers and teams, and develop efficient customer solutions within nominated SLA timeframes.

Drive CFC (Customer Focused Culture) behavior in team & exemplify the same through actions.

Responsible for good CPE (customer and partner Experience), to ensure that team consistently deliver beyond the defined CPE targets.

Document technical requirements for potential service manager profiles.

Identify trends in technical issues, customer data or group processes; recommend actions to group or others as appropriate to take corrective measures resulting in smooth Operations.

Engage supportability team and product group as needed to report and resolve issues

Identify trends, causes, and effects for product improvement. Product group interaction for continuous improvement of supportability

Lead, schedule, coordinate meetings with the stakeholder’s, and projects relevant to the team and unit; that affect support, customers.

Microsoft Dec 2007-Mar 2011

Product Specialist- Exchange Support Engineer


Primary technical contact, advocate and review complex Technical Designs and deliver advanced technical troubleshooting and problem resolution for Corporate Customers including, issues escalated to the highest level of management.

Being a member of the Enterprise messaging team, I have assisted Enterprise customers on issues related to various components of Exchange server, 2003, 2007, 2010 ensuring on time and consistent services for customers.

Administering and troubleshooting and designing complex issues related to MS Exchange like Autodiscover, OWA, and Outlook Anywhere, ActiveSync.

Worked on Exchange migrations and providing consultation services on MS Exchange newer versions.

Worked as an Escalation engineer for Tier 1 and Tier 2 group.

Mentoring the new hires in terms of technical competencies. Developing Solution Objects for organizations internal knowledge base.

Hewlett Packard (HP) Jan2007-Dec2007

ITO Delivery Consultant – Technology Solutions


Provide Remote based L3 support for Exchange server 2K/2K3, Windows 2000 & 2003 Active Directory Administrations and CITRIX Farms, SoftGrid solutions support for customer sites involving hundreds of server(s)

Provide advisory, implementations guidance per industry best practices and post implementation support on Operating system, AD administration, DNS, CITRIX and SoftGrid technologies.

Responsible for ensuring the availability of systems, servers and services round the clock with 99.9% up time.

Worked as SPOC for various new projects in the transition phase and helped in stabilizing the projects.

Worked as a backup technical lead, responsible for identifying training requirements for new hires and mentoring them.

Responsible for delivering the readiness, technical trainings to the team members on a timely basis.

Involved in BCP/DR plan, work from Home projects and active participation in Fun activities across the floor

Exposure of tools like WINHTTP,REGTRACE,Netmon, RILO/ILO, HP-OPEN VIEW, PC Anywhere, ProcessExplorerNT, Replmon, Repadmin, FRSdiag, DCDIAG,NTDSUTIL, Admodify, PFDAVadmin, Exmerge .

Educational Qualification:

M.Sc. Applied Electronics. :- Master of Sciences with specialization in Electronics

B.Sc. :- Bachelor of Science in Computers from Osmania University

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