-Promoted to Lead Engineer on 2012 and Project Lead on 2014 from Software Engineer role with in HCL.
-I have implemented CMMi Level 5 processes in my project and successfully passed through the certification audit. I was a member of the ISO committee driving ISO 9001:2000 standards within the organization and prepare the organization for external audit.
-I have earned my ITSM Associate Certification with in HCL learning assignments.
-Multiple technical awards for work performance. Star performer award received for the quarters AMJ & JAS 2017.
-Specialties: IT Service Desk Operations, Process Excellence and maximizing individual potential.
Total 7 years 9 months experience in IT industry with entire experience being served as a vendor to Microsoft as a Technical support professional/Project Lead with extensive IT background. Enjoys troubleshooting to find solutions to technical issues.
PROJECT LEADFeb 2010 to Current HCL Technologies － Hyderabad, Telangana
Project @Seattle :Microsoft Bing Ads
Role:Technical Support Engineer
- Provide technical solutions to the tickets raised by the Microsoft Account managers/CSS agents.
- Effective ticket queue management providing investigation prioritization, continuous and timely updates to customers.
- Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality.
- Create process or troubleshooting documentation in the Global Support knowledge base.
- Work with sales teams and partners to gather escalation information and customer/business impact.Highlight systemic issues and trends to identify platform enhancements with business and R&D teams
-Provided thorough support and problem resolution for customers.
Informed customers about issue resolution progress.
- Responding to the questions sent to Global Support Pod-
Billing team by providing detailed information.
Helping team with A&B ad-hoc questions.
- Handling Traffic quality credit process work apart from
- Driving vendor mentoring sessions to help vendors on A&B
- Assisting Content Team to update VKBs/Onenote on regular
Tools and Technology used: Bing Ads Digital marketing (Campaigns, Billing, Analytics, UCMA and Editorial areas), SQL Server 2017, CMAT, SCOPE studio, ICM, UCMT, UCMA, Adinquiry, Arul, UDAT, Power BI Dashboard.
Duration: 16 months 24-July-2016 to Present.
Project : Modern Assistance And Support experiences(MAX) Content Support (OIPG) - Microsoft
Duration: 78 months Feb 2010 to July 2016
Description: Office Online is a help and how-to Web site that enjoys more than 900 million unique visits a month, by customers around the world.Today, the content is available on 65 markets worldwide, 84 languages are available at http://support.office.com This project involves providing solutions to Microsoft and its customers for ensuring smooth functioning of entire Office Online pipeline. It is required all these tools work properly so that contents across the live site
http://support.office.com is updated regularly without fail.
Roles and Responsibilities:
Role: PROJECT LEAD.
-Trouble shooting & resolving the issues in VSO (MAX group).Use SQL server for executing queries to fetch data from different DxStudio Databases and share results to bug openers.
-Driving Monthly business Review meetings and weekly sync up calls with client.
-Perform RCA for bugs based on areas like publishing, rendering, authoring etc. Troubleshooting GFB (Get For Build) and Source Depot sync issues.
-Developing and Deploying SSRS reports (design, SQL query, subscriptions based on requirements) to send the automated reports for bugs KPI's to team.
-Supporting business during post release of updated version of DxStudio.
Taking ownership of technical issues, and working with Tier3 team to resolve issues when necessary.
-Health Monitoring of servers/services in WTT(Windows Test Technologies) Studio in which all VM's configured and Job scheduling can be done like Build Sync, Reflection updates etc.Involved in manual video testing for Office 365 videos and sharing the results to Dev team.
-Involved in testing of DxStudio 3.0 Platform features before updated version of DxStudio is released to Dx users..Involved in Supporting the new components in DxStudio.Managing permissions to Sharepoint sites, DxStudio 3.0 Platform using FIM tool.Webparts customization.
-Imparting training on tools, product manuals and support for dogfooding.Addressing issues found during dogfooding.
-Provide sustenance for the tool and address change requests raised by stakeholders.Support maintenance and enhancement in the tool.Deployment of the tool for production use.Post release support for the tool.
-Identify the root cause of the bugs and perform analysis to understand the impact.
-Resolve VSO bugs ensuring no or minimal impact on overall functionality of the product.Prepare a production release ready build for dogfooding by various MS vendors and stakeholders
Tools and Technology used: VSO, DxStudio, DxPublisher, GABI, MTPS(MSDN/TECHNET Publishing System), WTT studio, Source Depot, Build tools like OnDemand Build Tool, PRISM.Microsoft Visual Studio 2012 / TFS 2012, SharePoint server 2013, SQL Server 2012
Operating Systems: Windows 10, 8, 7, XP and Windows Server 2016
Packages: IIS 7.0, MS Office 2016.
Databases, Languages and Tools: SQL Server 2017, Scope jobs in Visual Studio to query COSMOS, basics of SharePoint 2013, Visual Studio 2017, basics of C#.Net, HTML and Hyper-V.
Playing games like cricket, Ping Pong, Badminton and listening to music.
Education and Training
Bachelor of Technology (B.Tech), Engineering2008Audisankara college of engineering － Nellore, Andhrapradesh, IndiaGraduated with Distinction.
English, Hindi and Telugu.
Work Permit Type: H1B
Date of Birth (MM/DD/YYYY): 12/11/1986
Work Permit Type
Date of Birth (MM/DD/YYYY):
Name : Naveen Kumar Pothamsetty.
Father's Name : Nagaraju Pothamsetty.
Mother's Name : Vital kumari Pothamsetty.
Date of Birth : 12-11-1986
Nationality : Indian.
Sex : Male.
Marital status : Single.
Hobbies : Playing games like cricket, badminton, ping ping. Listening to music.