SHIKHA PARMAR

• Microsoft 365 Advanced Cloud Engineering (ACE) aims to redefine enterprise support and provide the best experience for our industry-leading cloud customers — aligned with our partners in Azure, Dynamics 365, Azure Identity, Power Bi
• Key Areas of Knowledge: - Microsoft Intune, Enterprise Mobility Suite, Unified Device Management, Azure AD Infrastructure, M365, Exchange online , Basics of SPO.
• Being an ACE Engineer, govern aligned customer's M365 cloud support cases to ensure timely and successful resolution. Current customer is "Wesfarmers Group Australia"
• Managing their most critical tenants like Flybys , Bunnings etc.
• Have a weekly/monthly touch point with the TAM/SDM and the customer's admins/management to review open cases, case trends, support, and product experiences.
• Deliver insights to engineering teams for feature/product improvements based on customer insights/experiences.
• Periodic reviews on support health and status.
• Provide proactive support for upcoming events.
• Working with customers when their site is down requiring calm empathy. Results will be measured via customer surveys and internal tools
• Communicate technically complex information with Microsoft's developer customers via email, telephone, and electronic services.
• Advanced Cloud Engineering "ACE" - We redefine enterprise support, provide the best product, and support experience.
• We are aligned with Microsoft's S500/top M365 customers (nominated by SLT/IDEAs team)
• We work closely with customer's aligned teams and the M365 Product Engineering Groups to innovate the end-to-end support and M365 product experience for our aligned customers (S500 and beyond)
• Research new and emerging technologies related to mobility, security and wireless infrastructure
• System administration and networking when there is any escalation from customer
• Participate actively in regular technical triage meetings to share knowledge with other engineers to help quickly resolve their customer pain points towards product.
• Provide actionable feedback to the engineering teams by isolating software bugs, surfacing customer pain points, and collecting customer suggestions.

ADC Project – Ascensia Diabetes Care -

• Worked for ADC Project, Managing Intune system, Deliver Proofs of concept to client.
• Being a senior specialist, I organized data associate with the transition and ensure timely delivery.
• Create and maintaining SOP's and SOW's
• Provide solutions and consultations to various other clients are required.
• Provided training to team members and learning new skills on going

BP Project (British Petroleum) –

• In this role, I worked for BP client – Manage Intune function, MFA and Nomad.
• Handling ongoing transitions for Intune with focus on Autopilot, Co-Management and Kiosk other than the mobile device enrollments.
• In addition to above, I have proposed few automations to make efficient solution for BP environment.
• Work on problems of diverse scope, where analysis of situation requires evaluation and judgment Perform enterprise deployments and daily operations of mobile messaging (email) systems including 3rd tier support of escalated help desk tickets and monitoring of server

• During my tenure in this position, I gained invaluable lessons on dealing with a variety of clientele while maintaining a commitment to service excellence.
• In Convergys, Microsoft EPS – I have worked and learned multiple technologies while working as Support Engineer for Professional & Partner Microsoft Clients.
• Worked with technologies – INTUNE, AZURE, Active Directory and MDM Solutions.
• As a team, we operated Designing, testing, Implementing, Building and Deploying EMM for hundreds of Organizations.
• Providing the In-depth analysis and sharing migration techniques, also detailed deployment of designs and cost structure in detail.
• To ensure efficient solutions, I have monitored escalations working closely with Technical Advisors and escalation teams.
• Prepared reference documentation for pertaining technical update.
• Log capture and analysis including Fiddler network trace.
• Configuration, Compliance and Conditional Access setup.
• Application protection policy and Windows Information Protection policy setup.
• Certificate based authentication.
• Multi Factor Authentication, Self Service Password Reset, Dynamic Grouping, AIP, DLP.
• Office 365 MDM (MIFO

While working for IBM, I have worked in following Projects:

• IBM Security MaaS360
• DASH application services – (Billing application)
• Fleet Control systems
• Incident Management
• Mainframe application

As a Support engineer, I managed the servers from back-end. Immediate Corrective/ Preventive actions been taken to eliminate server errors.

Also, provided leadership, stewardship, and guidance to junior employees, played a key role in mentoring and training the new team members and monitored their daily performance to ensure efficiency and a dedication to excellence.