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Yash Jain

@yashjain9

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Technical Support & Storage / Backup Engineer at Microsoft, cut VM downtime by 40% across a 5,000+ user infrastructure.

India

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At Microsoft (Concentrix Technologies), I manage Windows Server, Hyper-V, enterprise storage and Veeam backup environments. I reduced VM downtime by 40% across a 5,000+ user infrastructure and achieved 99.9% high-availability uptime for mission-critical workloads.

I’ve resolved 1,000+ production incidents across infrastructure and SQL Server environments, supporting 200–250 B2B customers across Europe, India and the Middle East. I also restored an 8-node Windows Failover Cluster for a banking environment and authored knowledge base articles, SOPs and diagnostic runbooks.

Experience

Work history, roles, and key accomplishments

Current

Technical Support & Storage/Backup Engineer

Current

Microsoft (Concentrix Technologies)

Apr 2024 - Present (2 years 6 months)

Managed and optimized Hyper-V environments, achieving 99.9% HA uptime and reducing VM downtime by 40%. Resolved 1,000+ production incidents and provided technical leadership in ITIL frameworks.

Quality Assurance Analyst

Teleperformance Global Services Pvt. Ltd.

Jul 2024 - May 2025 (10 months)

Evaluated customer interactions across voice, email, and chat channels for a team of 30+ agents, ensuring quality and process compliance. Monitored KPIs including CSAT, FRT, and IQS, delivering actionable insights that improved team performance.

Quality Assurance KPI Monitoring CSAT First Response Time Internal Quality Score Feedback Calibration SLA Adherence

Technical Support Tier 3

Teleperformance Global Services Pvt. Ltd.

Jan 2022 - Jun 2024 (2 years 5 months)

Delivered Tier-3 technical support for Norton Antivirus across Windows, Mac, iOS, and Android, resolving 30+ customer issues daily. Provided virus and spyware protection, remote diagnosis, and remediation using screen-sharing tools.