Currently working as a Technical Lead for a team of 10 Support Engineers, providing advanced Troubleshooting on tickets relating to Exchange Online, Outlook, and cloud Identity. Closed a total of 977 tickets within 3 months as a Technical lead in a team of 10 L1 support engineers and providing a profound customer satisfaction with an average customer rating of 4.85/5.0 every month. Trained and mentored a team of L1 engineers, providing on-boarding, walk-throughs and upskilling for L2 supports engineers. Providing Technical support to customers via email and call, troubleshooting Exchange Online, Outlook and cloud identity cases. Contributed immensely to growth of organization knowledge base by tactfully documenting resolution steps on every case for easy access, and quicker resolution time on subsequent cases. AWARD. 5-Star ambassador. An award for engineers with the highest perfect customer ratings monthly.