Rahul Thomas

Experience

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  Convergys

  Aug 2003 - Dec 2007

  My role involved helping Microsoft customers and engineers, in implementing and troubleshoot Outlook and Office technologies in complex enterprise environments globally As a Customer Support Engineer, my role involved helping Microsoft customers in implementing Office setup and Outlook technologies in enterprise environments

  • Technical Lead

    Jan 2005 - Dec 2007

  • Technical Support Officer

    Aug 2003 - Jan 2005
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  Microsoft

  Jan 2008 - Dec 2021

  • Tier 3 Support Escalation Engineer providing the last level of support to customers.• Troubleshooting issues related to Exchange Online, Exchange Online Protection, Outlook and Azure AD for Exchange Online as a Support Escalation Engineer.• Handling issues related to Azure AD Connect, ADFS, Security and Compliance Center, Advanced Threat Protection.• Collaborating with engineers from SharePoint Online and Skype For Business Online, and all other related O365 technologies to resolve complex troubleshooting issues.• Exchange Hybrid Troubleshooting and Migration to O365.• Advisory on configuration and architecture for Exchange workloads.• Handling a POD which works on Broad Commercial cases, assisting and collaborating with a Technical Advisor handling vendor Support for Exchange Online to provide technical advisory on the cases and issues related to Exchange Online.• Responsible for taking escalations within the team, and handling cases from MSIT, Partner Support , GetHelp and Cloud Knows Premier.• Responsible for filing bugs, generating Service Incidents, and reporting issues which are impacting multiple tenants.• Providing Technical Improvement Plans for the team of engineers like conducting triages, troubleshooting guidelines, etc. • Experienced with handling complex customer environments and escalations and turning around CPE (Customer Partner Experience).• Involved in training and enabling suppliers and other engineers to handle issues that are technically challenging.• Actively involved in suggesting product enhancements and testing workloads to achieve results oriented to customer requests. Show less

  • Support Escalation Engineer

    Jun 2018 - Dec 2021

  • Technical Advisor

    Jan 2012 - Jun 2018

  • Support Engineer

    Jan 2008 - Dec 2012
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  Wipro Technologies

  Jan 2022 - now

  Associate Director

  o Prepare Solution for managed services and transformation of AD, Exchange, Office 365, Teams for Business (Chat & Voice) by understanding business requirement through RFP/RFI/RFQ/Proactive Opportunities.Following are high level tasks performed:• Transformation Solutions: Provide response to the RFP/RFI/RFQ with pricing and best solutions to transform customer’s Active Directory Infrastructure, Skype for Business (IM and Enterprise Voice), Exchange, Office 365. Prepare transformation plan with minimal impact on the end user experience, optimal cost to deliver the project and meet the goal of customer. Solution IT Governance in the proposal for smooth transition and transformation of the technologies in scope. Propose relevant tools from qualified vendors, receive quote and manage vendors.• Business Case: Provide business case to customer with different solutions, costs, migration approach, transformation timelines and return of Investment • Managed Services (RFP/RFI/RFQ): Provide solution for managed services based on the IT infrastructure of customer. Present different choice of support window, offshore/onshore split of resources, improvement plan and transition of service from the incumbent to the new service provider.• Proactive Deals (Existing Customers): Prepare solution for the renewal of contract with improvement plan and reduction of resources year on year. Present best solution approach to stabilize the existing infrastructure and improve the end user experience. Factor in the optimized pricing for supporting the technologies for the new term of contract. Prepare and enhanced IT Governance to improve the support model, improved and easy manageability and overall experience with the support to the customer. Show less

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  Wipro Technologies

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  Associate Director