Nitin Tripathi Email and Phone Number

• Supporting Global customers and partners by providing configurations, troubleshooting and best practices to customers and support customers in day to day issues on the cloud. Handles VM Creation, adding storage, adding network, troubleshooting technical issues.• Troubleshoot all Microsoft products including - Microsoft Active Directory, Exchange, OWA, and SharePoint administration, One-drive business, Understanding of data recovery procedures and security precautions.• Troubleshooting and supporting client business depend on Exchange Online, SharePoint Online, Teams, Skype, OneDrive for business.• Ability to work on multiple Exchange environments (2010, 2013, O365).• Handle Microsoft Azure active directory to manage office 365 users, group, device, policies, security and compliance, conditional access, modern authentication, audit log reports.• Help data migration from onprem to online, Assisting customers to restore files from the Microsoft servers.• Reviewing mail flow between mailboxes, Assisting Microsoft designers tool used in SharePoint Online.• Executing powershell script and SharePoint Online management shell to resolve the issue.• Experience in MDM tools like Software centre, Company portal, Intune, MobileIron.• Exchange O365 account administration\ troubleshooting, Exchange calendar/shared folder permissions and delegation. Migrations - Mailboxes, Public Folders, User Profiles.• AD Connect, Azure AD - setup, and configuration troubleshooting implementing and supporting Microsoft Mobile Device management (Android, Apple).• Creating and troubleshooting VMWare & Hyper V, PowerShell \ VB script knowledge.• Responsible for Active Directory 2003 user account add/ moves/deletions.• Maintain requests for new hardware and software. Process requests for moves, new hires and termination.• Create and manage shares and NTFS permissions. Deploy packages via login script.

• Maintaining Response SLA and Resolution SLA in order to provide effective services. Responsible for the analysis of customer issues in order to provide timely resolution.• To assist customers by performing analysis of various issues relating to LANs, WANs, desktop computers, Internet connectivity and the installation of hardware and software.• Good Online Troubleshooting skills and fine knowledge of DNS & DHCP servers, ADSL & VDSL modem configuration, Webex, MobilePass, Cisco AnyConnect, Office 365 applications like MS Teams, Outlook, Onedrive etc.• Support Microsoft Active Directory (group memberships, shared drives access, policies), Support, Migrate, Troubleshoot and Install Office 365 administration.• Ensure customer satisfaction, eliminate downtime, and prevent cost overruns by applying discretion to effect timely solution of problems. Ensures effective and rapid response to major incidents.• Works with the Major Incident Manager to facilitates the resolution of high-severity outages, impacting IT infrastructure. Investigated and addressed system issues to enhance usability and improve functionality.• Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly. Identifies and confirms performance problems and notifies Managers/ Leaders.• Create and maintain all case notifications within target service level agreements.• Troubleshooting, setup, managing, enabling, disabling RSA Secure ID for both Soft token and hard token.• Troubleshooting OneDrive for business issue like sync, access management, retention policy, storage increment, permission.

• Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization.• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements.• Record all contacts, troubleshooting steps and resolution onto the IT service desk management tool. Performing Incident investigation diagnosis and resolution.• Windows & Mac Troubleshooting.• Troubleshooting VPN issue like Appgate SDP, Cisco any connect