Suresh Durairaj

About Suresh Durairaj

At Microsoft, our team excels in resolving complex technical issues within SharePoint and M365, ensuring seamless global client support. With expertise in M365 SPO and SP OnPremise product core support, we\'ve successfully managed Mission Critical Escalation program contributing to the robust operation and maintenance of M365 SharePoint environments resulting in an Exceptional Customer & Partner Experience.Maintain a deep understanding of the company’s products and services and beopen, transparent and support a collaborative team environment.• Implemented a customer success strategy that increased customer retention rates by 15%.• Strong leadership and interpersonal skills including collaboration, influencing & aligning stakeholders with the business acumen.• Provide solutions and recommendations to improve customer experience andsatisfaction with a proactive approach to problem-solving mindset.Recognition for our customer-focused approach is a testament to our dedication to service excellence. Collaborating closely with internal stakeholders, we suggest best practices that align with ITIL standards, fostering a culture of continuous improvement and operational efficiency within the SharePoint domain.

Experience

1. Microsoft Sharepoint Engineer

   Microsoft

   Sep 2021 — Present

   Working at Microsoft India IGTSC, Experienced in representing Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft software products. Helping to locate a support engineer in collaboration, monitoring a progress, and suggesting a best practice to both the customer and the internal stakeholders. Solve Highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty. User trace analysis, source code and other sophisticated debugging tools to analyze problems and develop solutions to meet customer need. Along with roles on fixing issues related to Installation, Configuration, Deployment, Upgrade, Patching Service packs - Cumulative Updates, Operate/Maintenance and L3/ L4 troubleshooting and Mission Critical Support of SharePoint Server 2019 to SharePoint 2010, Workflows, SharePoint Designer, InfoPath and SharePoint Online, OneDrive For Business. Experienced in Collaboration technologies SharePoint & Office 365 currently working as a SharePoint Engineer at Microsoft with a demonstrated history of working in the Information technology and services industry. Skilled in IT Service Management, IT Strategy, SharePoint Server,O365 & Incident Management, Change Management, Project Transitions & IT Operations. Ensure the Customer Focus is always adhered and work towards best CSAT. Act as an Escalation Engineer for Legacy products for Modern Workplace team.

Education

• Vellore Institute of Technology

  Bachelor of Technology (B.Tech.), Telecommunications Engineering

  2005 — 2009