Rajdeep Saxena

About Rajdeep Saxena

I have more than 12 years of experience in Technical Support industry. In the span of 12 years, I have worked with customers from different regions and organizations- Strong technical and troubleshooting capabilities around Browsers, Networking, Authentication, HTML, CSS, JavaScript and their respective debugging using different tools and techniques- Efficient with Fiddler, Network Monitor, Code debugging, Scripting, SQL, and Windows concepts- Looking at the need of readiness, I created a training program called Browser Basix, which is accepted as a Cloud Academy certification for Microsoft employees. Completion of this program resulted in reduced backlog by almost 25%, resulting in quicker resolutions- By pattern analysis of the cases, coached the engineers to make customer experience better and increased the overall customer satisfaction rating by 20%(5 Star rating)- Currently running Season 4 of my weekly blog called Do You Know, where I write about different technical concepts and break it down into simpler pieces, making them easier to understand. This has enhanced engineer\'s capabilities to use the tools and concepts more efficiently- To improve case hygiene, and documentation, created a tool called NotesTaken which reduced the Average Turn Around Time to resolve a case by 4.5 days. This tool has got a global acceptance with more than 78% members of Browsers team. It has got a daily hit average of 109- Leading and managing a 10 membered team of aspiring Escalation Engineers and have 33% conversion ratio as well- Strong business acumen and understanding of KPI, SLA, and other metrics- Super fluent with training delivery and learning new content. Have always been engaged in training delivery activities representing Microsoft. One of such examples is https://docs.microsoft.com/en-us/archive/blogs/devtv/say-hi-to-process-monitor-process-explorer-and-fiddler where I received 100% positive survey results amongst an audience of 1500- An awesome communicator and a storyteller. Tools Known: Fiddler, Network Monitor, Windows Performance Analyzer, Process Monitor, F12 Developer Tools, VS Code, Visual Studio, Wireshark, net-export (chromium), netsh, WinDbg, Time Travel Tracing, Performance MonitorI am open for Escalation Engineer, Product Manager or Support Manager roles, and I am flexible to work in any location in India, Europe, UK, or Canada.

Experience

1. Senior Technical Advisor (Product Owner Manager, Technical Writer, Trainer)

   Microsoft

   Nov 2024 — Present · Bengaluru, IN

   Support and enable teams to deliver an easy and connected end-to-end customer experience by promoting collaboration across teams to minimize hand-offs and speed-up resolutions- Serve as central collaboration point for customer-centric support team of experts (Connected Support Delivery Target State)- Consolidate and channel feedback from across support teams to contribute to the creation of effective self-help capabilities and tools- Enable Support Teams by creating learning/readiness content. Created 99 bite sized videos and written 82 internal technical articles- Build and leverage strong bonds with Engineering to drive product quality and process/ tool improvements- Enhance technical and professional expertise through recommended learning, embracing coaching/mentoring, and working with my manager to plan time for learning- Solve customer technical issues within SLA/time commitments through consistent use of the DDX capabilities (e.g, first quality response, swarming, timely comms & expectation setting, case documentation, etc.)- Leverage the latest tools and insights to better understand our customers, thereby improving both case management and operational efficiency (e.g, speed of resolution, minimize handoffs, first engineer is right engineer, etc.)- Increase customer value by educating customers on how to get the full value of products and services and sharing self-help tools- Leads and builds methodologies which help identify cases that require escalation (technically or strategically)- Closely collaborate with IM+/CSAMs for help required on RSM (Reactive Support Mgmt.) cases - customer responsiveness, understanding business impact or managing customers expectation- Leverage customer information (critical application architecture, customer specific processes, pain points) to provide the customer with a “know me” experience.

Education

• Vindhya Institute of Technology & Science, Karhi Road, Amoudha, Satna-485441

  Bachelor of Engineering - BE, Information Technology