Rupa James

  • Malaysia, MY Kuala Lumpur

Senior L3 Technical support systems engineer


Resident Pass


  • Received a Microsoft “ACE” AWARD and Spot awards in Microsoft for exemplary work.
  • Solved various Mission critical issues for Premier customers in the first attempt without escalation resources.
  • Achieved aggregate of 85% and above for the First time resolution (FTR) scores.
  • Short-listed as Quality-REP for Dell quality monitoring team.
  • Promoted as an Escalation engineer and troubleshot various unsolved Windows operating system issues.
  • Was chosen as a pioneer in testing Microsoft tool “One-call” Successfully created more than 9 solution objects for unique technical problems. All these solution objects were approved and part of worldwide MSKB (Microsoft Knowledge Base)

Work experience

Work experience
Oct 2013 - Sep 2014

Sr L3 Technical support engineer


Key accountability 

  • Worked on initializing and setting up FIM project for Brenntag customers.
  • Monitored multiple databases and TMG servers.
  • Worked with the following clients Zuellig Pharma, Brenntag, Singapore sports school etc.
  • Helped my team in resolving L2 issues like Exchange connectivity and mailbox related issues on clients environment and provided “Root cause analysis” for complex issues.
  • Conducted and delivered training's coaching  for my team.
  • Identify and determine areas of improvement and initiate process improvement projects to increase productivity.
  • Generate standard operation reports for Operations Manager and Service Delivery Managers


Apr 2005 - Apr 2010

Premeir Technical Support Engineer

Microsoft India (R&D) Pvt Ltd

Key accountability 

  • Provided prompt, accurate and in-depth technical support to enterprise customers on issues related to Exchange server 2003/2007/2010 as well as the client based troubleshooting.
  • Troubleshot various critical issues such as “FREE/BUSY, Daylight saving time and complex calendar related issues.” and provided “Root cause analysis” for complex issues.
  • Installed latest Windows server/Exchange server patches and implemented change requests for various Microsoft KB articles
  • Troubleshoot and deliver support on Share Point Server SPS2003, MOSS 2007 and Project server 2007.
  • Supported customers on various Advisory/installation cases for Microsoft Exchange Server 2007/2010.
  • Worked with premier customers, TAMS and created premier contracts pertaining to customer’s environment.
  • Contributed various troubleshooting documents/guides and solution objects, to the worldwide Microsoft internal knowledge base.
  • Proactively identified bugs in the product and escalated the same to respective product development team for continuous improvement.
  • Created and implemented Microsoft custom group policies and ADM templates for enterprise environments.
  • Worked on projects designing Outlook forms as well as Outlook adding using C# and .NET
Aug 2003 - Apr 2005

Windows Desktop Support Engineer

24/7 Customer Pvt Ltd

Job Responsibility 

  • Handled a high influx of inbound calls within a dynamic call center environment.
  • 1st and 2nd level offshore support and resolution to technical issues involving network connectivity, network resource access, desktop clients, standard and client’s applications, and hardware issues.
  • Troubleshoot all desktop and internet related issues such as “Page cannot be displayed, Blue screen errors etc” with Windows operating systems.
  • Managed multiple priorities and maintained effective results in a quota driven workplace.
  • Exercised strong interpersonal communication skills with customers.
  • Accepted assignments with an open, cooperative, positive and team-oriented attitude.
  • Utilized multiple call centre support applications to efficiently assist customers and agents.



Bachelor of Engineering (BE)




Sharepoint 2007/2010

Active Directory ,Group policies

FIM 2010

Exchange server 2003/2007/2010/2013

Service Delivery

Team Management


IT Service Management



MCP (70-270) Installing, Configuring, and Administering Microsoft Windows XP Professional

MCPD (70-320) Developing XML Web Services and Server Components with Microsoft Visual C# and the Microsoft .NET Framework

MCPD (70-315) Developing and Implementing Web Applications with Microsoft Visual C# .NET and Microsoft Visual Studio .NET

MCTS (70-667) TS: Microsoft SharePoint 2010, Configuring

MCTS (70-662) TS: Microsoft Exchange Server 2010, Configuring