Rajdeep Saxena

Experience

• 

  Rajiv Gandhi Computer College, Satna

  Aug 2009 - Jan 2010

  Assistant Professor

  After completing Engineering, I started as Assistant Professor. I was appointed in one of the colleges in Satna, where I taught Data Structures & Algorithms, and Software Engineering. I worked there for a semester, and then I decided to pursue my career in the field of Information Technology. In this short stint, I was nominated as the Most Popular Faculty in the college, and the passing results of that batch was higher. I learnt lot of teaching and coaching techniques there.

• 

  IGATE

  Aug 2011 - Dec 2013

  Worked in dual roles of Quality Analyst and WFM Analyst. As a Quality Analyst, my primary responsibility was to monitor calls of frontline agents, and provide them feedback on their technical approach on the call, and on communication as well. In addition to it, I took up the responsibility to improve, upgrade and create the SOPs and PRPs for our process, which includes both technical and non-technical ones. As a team, we also used to deliver technical trainings to the new joiners, and to the people who have expressed their interests in upskilling themselves. On the other hand, as WFM Analyst, we used to prepare the roster for frontline agents, and generate the KPI reports that presents the health index of our business. Show less As my first job in Support industry, I joined iGATE as L1 Support Engineer. My role included supporting internal employees of a Canadian bank. We used to get issues related with different software including Microsoft Office Suite, and bank's internal applications. In addition to it, we would also troubleshoot issues related with different kinds of hardware like printers, pin pads, ATM machines etc. On a general day, we used to attend to around 50 to 60 calls. During my tenure, I was recognized as Best Performer of the team, and was awarded with Spot Award. Show less

  • Senior System Engineer (Quality Analyst, Trainer)

    Aug 2012 - Dec 2013

  • System Engineer

    Aug 2011 - Aug 2012
• 

  Aditi Technologies

  Apr 2014 - Jan 2015

  Technical Support Engineer

  I joined Microsoft browsers team as a third-party contractor in the role of Support Engineer. My day-today job involved handling the cases related with Microsoft's Browsers. The core responsibilities were to make sure we keep Service Level Agreement in check without any miss on it and deliver excellent customer experience. We dealt with troubleshooting Browser's compatibility issues, application performance issues, networking, group policies, and many more such issues. All in all, we used to troubleshoot and fix each and every problem that could relate with the Browsers. After 7 months of service as a third-party contractor, my manager and peers appreciated my performance and learnings. Considering that, I was absorbed as a Full Time Employee at Microsoft, in the same team as Support Engineer. Show less

• 

  Microsoft

  Feb 2015 - now

  - Currently working with Browsers team at Microsoft. - I mentor and help the engineers to unblock them technically and help them with technical action plans and analysis. - The role allows me to communicate with the customers on regular basis, and to assess their current configuration and their requirements. Based on the analysis, I deliver timely and quality resolution. - Another aspect of my responsibilities is to lead the communication with the Engineer (Product) Groups. Setting up repro, collecting feedback from customer and reporting it to the Engineering team. - Coordinate with customers and CSMs to understand the feedback and the issues reported by them, and file a formal Bug, Regression or Design Change Request after thorough code debugging and validation. - Spearheaded team's technical readiness by delivering 88 nugget sessions on Browsers which then later on got adopted as a Cloud Academy Certification for Microsoft employees. - Ideated, Developed, Deployed, and currently maintaining a web application called NotesTaken responsible for case hygiene and documentation. - I also have an ongoing email blog called Do You Know, where I share tips and tricks to work on complex problems, break down complex concepts into simpler terms, how to use tools etc. There were three seasons published already, and the fourth season continues.- Leading a team of 5 members to create an internal tool which would expedite the time taken in the analysis of certain logs. - Managing a team of 10 Aspiring Escalation Engineers, and coach them to become one. Until now, 3 engineers have successfully moved in Escalation Engineer roles from my team. Show less I worked for Micorosft Browsers team. Providing end-to-end solutions to the enterprise customers by understanding their issues, collect the details/data logically and drive the case towards resolution was my core responsibility. This also involved collaborating with our escalations, other Microsoft teams and non-Microsoft product teams. As a senior engineer, I interviewed candidates for their technical capabilities and discussed job responsibilities with HR. I was also part of operations which ensured that cases are on track. In addition to it, I was also included in the trainer's team in my early phase of this role to deliver technical training to the new joiners. To learn more, I always used to assist my peers as well on their cases. When our business was transitioning to accept the code debugging cases as well, I lead an initiative called SDK Marathon. It was a 3 month long triage series where I along with some co-presenters trained the whole team on HTML, CSS and JavaScript. Show less

  • Support Escalation Engineer (Product Manager, Trainer, Team Manager)

    Aug 2020 - now

  • Support Engineer

    Feb 2015 - Aug 2020