Kaushik Das

About Kaushik Das

With over 15 years of experience, I currently serve as a Support Escalation Engineer at Microsoft, assisting Premier customers in navigating complex issues related to Exchange Online, hybrid mail flow, and Microsoft 365 Security & Compliance (Purview). My work focuses on troubleshooting mail flow, mailbox provisioning, tenant migrations, and compliance areas such as DLP, retention policies, and eDiscovery, ensuring seamless operational efficiency. Throughout my career, I have contributed to large-scale enterprise environments, played a key role in mailbox migrations, and supported identity integrations like Azure AD Connect and ADFS. My expertise extends to email security protocols including SPF, DKIM, and DMARC. Driven by a commitment to resolving customer-impacting issues, I collaborate closely with teams and engineering groups to deliver impactful solutions and improvements.

Experience

1. Support Escalation Engineer

   Microsoft

   Oct 2019 — Present · Bengaluru, IN

   Currently supporting Microsoft Premier Customers as a Support Escalation Engineer.• Assisting customers in resolving issues related to Exchange Online, Security & Compliance/Purview features.• Troubleshooting mailflow, hybrid mailflow issues, auto-forwarding issues, OOF issues, accepted domain and remote domain issues. • Troubleshooting DLP, EDLP, M365 Retention Policies, Messaging Record Management (MRM), eDiscovery, and Information Protection.• Resolving Exchange Online Mail flow issues and Mailbox provisioning problems.• Managing Hybrid Mailbox migrations, Tenant-to-Tenant Migrations, and migrations from third-party service providers such as Gmail to EXO.• Addressing issues with Email Authentication, Message Trace Tools, MX, DKIM, DMARC, SPF Records, Block Lists, SPAM, Email Filtering, Virus Protection, and MDO.• Configuring MDO Anti-spam, Anti-phish, Anti-Malware, quarantine policies.• Collaborating with the product group Engineering team to report design change requests from customers.• Working with technical account managers to handle customer escalations.• Managing executive escalations and providing premium customer service.• Contributing to updating public-facing articles and knowledge bases with the product group team.• Conducting triage sessions for Support Engineers to enhance productivity and awareness.• Collaborating closely with delivery partner engineers, providing triage support, resolving inquiries, and addressing escalated and complex cases.• Recognised with the Momentum Pulse award.• Received the CSS “The Difference Makers” award.

Education

• Maulana Abul Kalam Azad University of Technology, West Bengal formerly WBUT

  Bachelor of Technology (B.Tech.), Electronics & Communication Engineering

  2004 — 2008

• A. K. Ghosh Memorial School - India

  Secondary

  2000 — 2002

• Tollygunge Ashokenagar Vidyapith

  Higher Secondary, Physics,Chemistry,Mathematics,Biology

  2002 — 2004

Skills

• Active Directory
• Itil V3 Foundations Certified
• Microsoft Exchange
• Lync
• Sla
• Office Communications Server
• Troubleshooting
• Cluster
• Infrastructure
• Servers
• IT Service Management
• Databases
• Office 365