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Rupa James

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

Oct 2013Sep 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 2005Apr 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 2003Apr 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