•Dedicated Tier-3 Engineer. •Resolving complex technical issues related to Microsoft 365 services such as Teams, SPO, EXO and AAD.•Providing in-depth troubleshooting and support for escalated incidents from Tier 1 and Tier 2 support teams.•Participating in on-call rotation schedules to provide 24/7 support for critical issues.•Streamlined ticketing workflow using DFM, reducing average response time by 30% and enhancing customer satisfaction rates.•Spearheaded development of… Show more •Dedicated Tier-3 Engineer. •Resolving complex technical issues related to Microsoft 365 services such as Teams, SPO, EXO and AAD.•Providing in-depth troubleshooting and support for escalated incidents from Tier 1 and Tier 2 support teams.•Participating in on-call rotation schedules to provide 24/7 support for critical issues.•Streamlined ticketing workflow using DFM, reducing average response time by 30% and enhancing customer satisfaction rates.•Spearheaded development of a knowledge base, decreasing repeat incident tickets by 25% through self-service resources.•Collaborating with cross-functional teams to implement solutions, bolstering customer issue resolution efficiency by 35%.•Staying updated on the latest Microsoft 365 features, updates, and best practices to ensure efficient operations. Show less

Customer Support: Provide technical assistance and support to customers using Microsoft 365 products, addressing their queries, issues, and concerns. Provided timely and effective technical support to customers using Microsoft 365 products, addressing issues related to Outlook, SharePoint, OneDrive, Teams, Exchange Online and Azure Active Directory.Troubleshooting: Diagnose and resolve technical issues related to Microsoft 365 applications and services, including but not limited to… Show more Customer Support: Provide technical assistance and support to customers using Microsoft 365 products, addressing their queries, issues, and concerns. Provided timely and effective technical support to customers using Microsoft 365 products, addressing issues related to Outlook, SharePoint, OneDrive, Teams, Exchange Online and Azure Active Directory.Troubleshooting: Diagnose and resolve technical issues related to Microsoft 365 applications and services, including but not limited to Outlook, SharePoint, OneDrive, Teams, Exchange Online, Azure Active Directory, ensuring customer satisfaction and adherence to service level agreements.Knowledge Transfer: Educate customers on the proper use of Microsoft 365 features, settings, and functionalities to enhance their overall user experience.Incident Management: Manage and prioritize customer support tickets, ensuring timely resolution and effective communication with customers throughout the troubleshooting process.Documentation: Maintain detailed records of customer interactions, troubleshooting steps, and solutions provided. Contribute to the creation and updating of knowledge base articles.Collaboration: Work closely with cross-functional teams, including developers, product managers, and other support teams, to escalate and resolve complex issues.Continuous Learning: Stay updated on Microsoft 365 updates, new features, and best practices. Participate in ongoing training programs to enhance technical skills and product knowledge.Customer Feedback: Gather and relay customer feedback to help improve Microsoft 365 products and services. Advocate for customers within the organization.Remote Assistance: Utilize remote desktop tools and other technologies to assist customers with technical issues, providing step-by-step guidance and solutions.Quality Assurance: Ensure the quality and accuracy of support provided, adhering to Microsoft's service level agreements and support policies. Show less

Network Administration• Design, implement, and manage robust network infrastructure to ensure high availability and security.• Monitor network performance, troubleshoot connectivity issues, and implement necessary solutions.System Administration• Administer servers and ensure their proper configuration, security, and performance.• Install, configure, and maintain operating systems, applications, and system software.Help Desk Support• Provide timely and effective… Show more Network Administration• Design, implement, and manage robust network infrastructure to ensure high availability and security.• Monitor network performance, troubleshoot connectivity issues, and implement necessary solutions.System Administration• Administer servers and ensure their proper configuration, security, and performance.• Install, configure, and maintain operating systems, applications, and system software.Help Desk Support• Provide timely and effective technical support to end-users, addressing hardware and software issues.• Collaborate with users to understand and resolve IT-related problems, maintaining a high level of customer satisfaction.Security Management• Implement and enforce security protocols, including firewalls, antivirus, and intrusion detection systems.• Conduct regular security audits and vulnerability assessments, ensuring data integrity and confidentiality.Backup and Recovery• Develop and execute backup strategies to safeguard critical data.• Implement disaster recovery plans and conduct regular testing to ensure readiness.Software and Hardware Procurement• Assess organizational needs and recommend suitable hardware and software solutions.• Coordinate the procurement and installation of IT equipment, ensuring compatibility and cost-effectiveness.Documentation• Maintain accurate and up-to-date documentation for IT systems, configurations, and procedures.• Create user guides and training materials to enhance end-user understanding and proficiency.IT Policy Compliance• Ensure compliance with IT policies, procedures, and regulatory requirements.• Stay informed about industry best practices and implement improvements as needed.Collaboration• Collaborate with IT team members and other departments to achieve common goals.• Participate in cross-functional projects, providing technical expertise and support. Show less

System & Network Administration• Install & Configure CISCO routers and switches.• Install & Configure Access Control and Video Surveillance Systems.• Network objects (user/group/computer etc.) management through Active Directory.• Monitor WAN bandwidth utilization to ensure optimum usage.• Maintain LAN & WAN documentation and develop SOP to cope with new system challenges.• Maintain daily data and server backup.• Escalate network faults to concerned service providers… Show more System & Network Administration• Install & Configure CISCO routers and switches.• Install & Configure Access Control and Video Surveillance Systems.• Network objects (user/group/computer etc.) management through Active Directory.• Monitor WAN bandwidth utilization to ensure optimum usage.• Maintain LAN & WAN documentation and develop SOP to cope with new system challenges.• Maintain daily data and server backup.• Escalate network faults to concerned service providers and follow up on the progress.Data & Internet Security• Install and configure central anti-virus server for periodic auto-update distribution.Service Delivery• Diagnose network problems and provide solutions.• Ensure data network is free of malicious programs.• Inventory management of all computer hardware, software and devices.• Provide assistance for web-conference, teleconference as per schedule.• IT Support at user end as per requirements.• Training people in computer system use. Show less