Mukut Das

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