Pawan Kapoor

Experience

• 

  Satyam Cineplexes

  Jan 2002 - Sept 2004

  System Administrator

  Started this project from ground zero.Handling a team of 2 members & single point of contact for the complete IT infrastructureDrives day to day operations and work plan allocation/managementManaging the team & resolving IT queries in a timely manner.Looking after the TIMS (Total Information Management Server) for Cinema tickets and POS functionality

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  Pearson

  Apr 2004 - Aug 2006

  Asst. Systems Manager

  Responsible for creating IT Strategies, Objectives and Policies for enhancing IT performance and give cost effective IT Services with the company’s vision, goal and objectives.Established controls and reporting devices to monitor IT performance and cost reduction.Lead and manage relationship with the business stake holders to align business requirements.Responsible for conducting Internal & External audits to proactively remove Non Compliances.Prepare I.T budget (Capital & Revenue) and take timely approvals from HigherManagement.Responsible for coordinating, negotiating and motivating vendors for IT support and IT project deliverables.Proactively meeting with all stakeholders to understanding their issues & resolve with high satisfaction level. Show less

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  Microsoft

  Sept 2006 - Aug 2009

  Supporting customers on Office on Mac. This include Outlook, Word, Excel, PowerPoint, Virtual PC on Mac, RDC on Mac.Provided extensive troubleshooting of Outlook for Mac connectivity issues with Exchange Servers and resolved within service level agreements.Configured, troubleshot and deployed Microsoft Office products on macOS platforms for enterprise customers.End to End Incident & Problem Management for US/LATAM regions Worked as Entourage 2008 BETA engineer involving testing and reporting bugs to the Product team.Worked with macOS users who are early adopters of our product and assisted them in consumption and utilisation of Entourage. Supporting customers on Office on Mac. This include Outlook, Word, Excel, PowerPoint, Virtual PC on Mac, RDC on Mac.Provided extensive troubleshooting of Outlook for Mac connectivity issues with Exchange Servers and resolved within service level agreements.Configured, troubleshot and deployed Microsoft Office products on macOS platforms for enterprise customers.End to End Incident & Problem Management for US/LATAM regions

  • Support Engineer

    Mar 2008 - Aug 2009

  • Entourage BETA Engineer

    Oct 2007 - Feb 2008

  • Support Engineer

    Sept 2006 - Sept 2007
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  Microsoft

  Aug 2010 - now

  As a Support Escalation Engineer my responsibilities include and not limited to delivering high quality product support to all Microsoft customers and focusing on root cause analysis, preventive measures and knowledge transfer.Delivered high-quality customer and partner experience (CPE) through timely response and resolution.Assisted teams in training and development as well as technical coaching and mentoring.Collaborated with other technology teams to resolve the customer’s issue in the most efficient manner.I was supporting Outlook on all the endpoints. Outlook for Windows, Outlook for Mac, Outlook for iOS & Outlook for Android Show less

  • Customer Support Lead

    May 2018 - now

  • Support Escalation Engineer

    Sept 2009 - Apr 2018

  • Acting Technical Lead (Rotational)

    Jan 2011 - Jun 2011

  • Outlook 2011 for Mac BETA Engineer

    Aug 2010 - Dec 2010