Md Wasim Raja

Managed a team of 15 support professionals and owned service delivery for Microsoft 365 operations. Drove SLA governance, performance management, and major incident coordination.

Prepared business reviews and analyzed support trends, case volumes, and staffing requirements. Tracked team utilization and reported operational insights to senior leadership.

Managed and mentored technical support engineers serving Microsoft 365 customers globally. Led security remediation activities and owned critical escalations.

Supported Microsoft 365 administrator tickets involving Exchange Online, SharePoint Online, Teams, security, compliance, and migration. Managed tenant security settings and analyzed email headers.

Served as primary point of contact for support on assigned products and solutions. Analyzed technical issues and performed root cause analysis to support timely remediation.

Provided chat and voice support for the Google Play project, troubleshooting Play Store and application issues. Assisted users with application installation and access on Android and iOS devices.

Handled customer escalations and took ownership through resolution. Created Voice of Customer feedback and worked with clients to address recurring issues.

Bachelor of Technology in Information Technology from Bengal College of Engineering and Technology, West Bengal, from 2009 to 2013.

Higher Secondary Education from Priyadarshini Public School, Kulti, West Bengal, from 2007 to 2009.

Secondary Education (Science) from Assembly of God Church School, Sodepur, West Bengal, from 2006 to 2007.