Mukut Das

Mukut Das

Senior Technical Support Officer

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  • Timeline

  • About me

    Program Manager, PMP, CSPO, Prosci

  • Education

    • XLRI Jamshedpur

      2020 - 2021
      Postgraduate Business Management
  • Experience

    • Convergys

      Jan 2007 - Jun 2008
      Senior Technical Support Officer

      • supported Microsoft SBS customers by providing appropriate solution delivery according to the Scope of work. • Developed solutions as per customer requirements. • Knowledge sharing with other engineers to develop efficient solutions for customers.

    • HCL Technologies

      Jun 2008 - May 2010
      Senior System Analyst

      • IT administration for Messaging and collaboration services. • Troubleshooting Microsoft Exchange Server break/fix issues. • Ensuring that the Tickets raised per shift are closed in the required time limits and escalated as per the escalation Matrix

    • Royal Bank of Scotland Business

      Jan 2011 - Jul 2011
      Senior Engineer

      • Design, implement, configure, and maintain messaging and collaboration infrastructure ensuring service availability. • Transform development and testing environments from legacy to latest solutions. • Preparing weekly and monthly server reports. (Example - File Server User Permissions Report, Preventive Maintenance and Performance Tuning on Servers, CPU utilization, memory utilization, Disk utilization etc.

    • IBM

      Aug 2011 - Dec 2012
      IT Specialist

      L3 Administrator for Messaging & Collaboration service that included PoC, Migration, new deployment, configuration, analysis, running health reports, and troubleshooting. • Microsoft Exchange Server• Symantec EVault• Iron Port

    • Microsoft

      Mar 2013 - now

      • Managed two teams of ~25 support engineers supporting Office 365 support.• Led the transformation of Support delivery quality management system (QMS) for WW Support groups (Office 365) increasing service delivery quality by 7%. • Coordinate development and launch of Sentiment Analysis for Microsoft voice and web-based customers (Machine learning, NLTK, and Azure Cognitive Services). • Led Microsoft support models from classic to modernization by taking the initiative to build a pilot team and measure success for scaling. Show less

      • SecOps & Threat Intelligence Product Engineering and Technical Program Management

        Aug 2023 - now
      • Network Security Engineering and Technical Program Management

        Jan 2020 - Aug 2023
      • Technical Program Manager

        Dec 2017 - Jan 2020
      • Technical Support Lead

        Dec 2014 - Dec 2017
      • Engineer

        Mar 2013 - Dec 2014
  • Licenses & Certifications

    • Certified Scrum Product Owner (CSPO)

      Scrum Alliance
    • Stress Management

      Harvard Business Publishing Corporate Learning
      Oct 2021
      View certificate certificate
    • Project Management Professional (PMP)

      Project Management Institute
    • Prosci Certified Practitioner

      Prosci
    • Presentation Skills

      Harvard Business Publishing Corporate Learning
      Jun 2021
      View certificate certificate
    • Writing Skills

      Harvard Business Publishing Corporate Learning
      Jul 2021
      View certificate certificate
    • Team Managment

      Harvard Business Publishing Corporate Learning
      Jul 2021
      View certificate certificate
  • Volunteer Experience

    • Program Manager

      Issued by Microsoft on May 2020
      MicrosoftAssociated with Mukut Das
    • Program Manager

      Issued by Microsoft on Jun 2020
      MicrosoftAssociated with Mukut Das