Work Experience

Experience combines enterprise escalation handling, client-facing communication, operational support, migration participation, and documentation-based service improvement.

Microsoft | Escalation Engineer

Duration: April 2024 - Present

Role Focus Escalations and complex support scenarios

Core Workloads SharePoint Online and OneDrive

Value Added Resolution quality + documentation maturity

• Resolve complex enterprise escalations involving Microsoft 365 collaboration workloads, especially SharePoint and OneDrive.
• Perform advanced troubleshooting, issue isolation, and customer/stakeholder communication for high-impact incidents and business-critical scenarios.
• Own escalated case progression through triage, repro validation, impact assessment, workaround identification, and closure communication.
• Create and improve knowledge documentation, troubleshooting notes, and resolution patterns to support repeatable support execution.
• Collaborate with internal engineering and support teams to accelerate resolution, clarify product behavior, and improve service quality.
• Support customers with clear updates on issue status, next actions, risk/impact, and expected follow-up timelines.
• Contribute to operational consistency by documenting RCA-oriented learnings and escalation handling best practices.

Market-Relevant Scope (Senior SharePoint / M365 Support)

• L2/L3 escalation ownership for SharePoint Online, OneDrive, permissions, sync, sharing, and service behavior troubleshooting.
• SLA-driven case handling, prioritization, and cross-team collaboration across support/engineering channels.
• PowerShell-based diagnostics and admin task automation to reduce repetitive manual effort.
• Customer communication, expectation management, and technically accurate issue summaries for stakeholders.
• Knowledge base updates, SOP improvements, and reusable troubleshooting workflows for team enablement.

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Enterprise Support & Operations Experience

Vipin has also worked in enterprise technology support and consulting roles across HCLTech, Accenture, and Winshuttle/Precisely, contributing to migrations, platform support, automation, and user enablement initiatives.

• Handled operational incidents with strong ownership and communication.
• Supported collaboration platforms and administrative workflows.
• Applied automation and documentation to improve efficiency and consistency.
• Participated in migration, rollout, and post-cutover support activities for enterprise users and administrators.
• Worked with business and technical stakeholders during issue analysis, validation, and handoff.

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Selected Impact Highlights

• Migration support experience covering 50+ sites from on-premises SharePoint to SharePoint Online.
• Training and enablement delivery for 200+ users to improve adoption and support readiness.
• Operational automation initiatives using PowerShell to reduce repetitive administrative effort.
• Documentation improvements that helped standardize responses for recurring support scenarios.

ATS Keywords For Target Roles

Senior SharePoint Professional, Microsoft 365 Support, Escalation Engineer, SharePoint Online, OneDrive for Business, PowerShell, Incident Management, Root Cause Analysis, Knowledge Base, Stakeholder Communication, Troubleshooting, Service Operations, Microsoft 365 Copilot, SharePoint Agents.

Copilot / SharePoint Agents Support Readiness

As organizations adopt Microsoft 365 Copilot and SharePoint agents, senior support roles increasingly require readiness to assist with agent usage, content scope questions, permissions-related behavior, and user guidance around SharePoint-based knowledge experiences.

• Support orientation for agent-related queries in SharePoint and Microsoft 365 collaboration contexts
• Troubleshooting approach for permissions/scope/content issues that affect generated answers
• User communication and expectation-setting for AI-assisted knowledge retrieval scenarios
• Documentation mindset for repeatable support patterns as Copilot adoption expands

Typical Incident / Escalation Categories (Representative)

• Access, permissions, and sharing behavior in SharePoint/OneDrive collaboration scenarios
• Service behavior issues requiring impact validation, repro checks, and escalation coordination
• User/business-impact incidents requiring high-quality status communication and prioritization
• Operational support issues where documentation and workarounds reduce repeat escalations

Operational Practices That Add Value

• Structured case notes and technical summaries to improve handoffs and visibility
• Knowledge article improvements for recurring scenarios and team enablement
• Expectation management and clear follow-up commitments in customer-facing cases
• Automation mindset to reduce manual effort in repetitive support tasks

What This Experience Demonstrates

This page is intentionally written in recruiter-readable language while preserving technically relevant responsibilities and support workflow value.

• Consulting Experience
• Technical Skills