Akash Chalisgaonkar
Pune
Summary
Dynamic Infrastructure Specialist at Accenture with expertise in Microsoft Teams administration and Exchange online management. Proven track record in leading successful projects and enhancing process improvements. Skilled in mail flow analysis and incident resolution, while fostering team collaboration and knowledge sharing. Passionate about delivering exceptional Office 365 support and driving impactful results.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Infrastructure Specialist
Accenture
04.2021 - Current
- Lead projects and assist on L3 incidents for MS Teams and L2 support for rest O365 technologies as Exchange online, OneDrive and SharePoint etc
- Working on Exchange mailbox issues, Transport rule creation, connector creations, analyzing mail flow issues, working on mailbox migrations etc
- Working on MS teams Policies creation, PSTN phone number assignments, application whitelisting, CQ and AA creations, managing guest access etc
- Working on Azure AD for Identity related issues, CA policy management, Enterprise app registration and enabling SSO on the same
- Granting the access to the SPO sites and OD of users and managing the sharing settings
- Worked for end-to-end transition of new projects
- This includes creating transaction plan, attending and driving knowledge transfer sessions, creating MOM’s, and documenting runbooks
- Deliver knowledge transfer sessions within team
- Working on Problem management and change management
- Working closely with client for process improvement plans
- Working with Microsoft for resolution on high priority incidents
Tier 2 Engineer, Technical Support (Office 365)
Concentrix
10.2020 - 04.2021
- Escalation handling and aid the company administrators who raise a case with Microsoft for one or more issues with SFB online or MS Teams
- Migration of user from SFB on-prem to SFB online or Teams
- Bulk update the different policies for user in SFB and Teams
- Configure and setup direct routing in Teams so that a tenant can use On-prem PSTN services in the Teams environment
- Troubleshoot different issues of SFB as Sign in not working, user license provisioning, restrict or allow one or more services, etc
- Troubleshoot different issues with MS Teams service as Teams sign in issues, creation and any problems with the functioning of Channels and Teams, File tab missing, creating and assigning difference policies, setting up Teams meeting recording, Live event creation, guest access issues
- Setting up Auto attended and call queue, assigning the different licenses (bulk license assignment) and calling plans etc
- Take triages in team to assist groom up knowledge of all the Service Engineers
- Implementing the Conditional access policies to restrict or allow access based on the requirement
- I do have knowledge about how Exchange, Share Point and MS Streams work with the MS teams
- Setting up the Information barrier policies and implementation of the retention policies with respect to the Teams
- Troubleshoot the Skype and Teams delegation issues
- Run the E-discovery search to retrieve reports for the chat and meeting data related to Teams
- Basic knowledge about the Exchange online services and the Share Point online services
- Basic knowledge about the user management from the office 365 and Azure AD
Service Desk Lead
Wipro Technologies
07.2018 - 10.2019
- Working as a Service Desk Lead for US based global process
- Regular Client interactions regards monthly and weekly reports
- Regular Client interactions with regards Continuous process improvement and escalation calls
- Creating action plans and working on business projects related to Service Desk
- People management: Taking interviews, creating shift rosters and managing agent’s leaves is one of regular task
- One on one sessions with agents to provide feedback about their weekly performances
- Quality management: Perform weekly audits and to ensure agents comply to Client and Wipro’s Compliance policies
- Create and implement action plans wherever necessary
- Taking weekly team meetings to ensure team is aware of all the quality parameters and is compliant towards same
- Knowledge management: Creation of new Knowledge base articles and update old knowledge base articles
- Ensure maximum utilization of Knowledge base articles
- Also encourage team to gather ideas that will help increase Service Desk knowledge
- Network Monitoring: Monitoring of network using PRTG tool
- Working with Services provides and L2 and L3 networking teams on issues related to Network
- Service Desk Work: Work on tickets related to several issues including Outlook issue, Desktop software installations, granting access to network folders, network printers, VPN, and other application and services
- Working on Tickets, Tasks, chats, emails and calls
- Incident Management: Lead the Major Incident Bridge Calls for all the outages occurring at the production locations
- Record the activities of resolver groups
- Follow up with the resolver team for RCA and send the details to Problem Management team
- Office 365: Working on office 365 issues and tasks as creation of Shared mailbox and Distribution list
- Mailbox quota increase
- Allow or deny access to iPhones and other devices to synchronize emails from exchange server
- Release quarantined emails
- Access to shared mailboxes and distribution lists
- Working on Laptop Encryption and Decryption using McAfee and Bitlocker
GNOC Tech Tier 1 Executive
GTT Communications
01.2018 - 06.2018
- Inbound and Outbound on call troubleshooting and raising tickets for internet related issues
- Working with partners, ILEC, carrier and customers to resolve the issues
- Working on different technologies as T1, DSL, Lineshare DSL, EOC, fiber
- Dealing with Hosting issues for customer
- Working with on field Tech to isolate the issue, troubleshoot the issue
- Handling Billing related queries of customer
Executive
EXL Services
- 14 months Working experience on SAP system
- SAP Acorn ERP, SAP SRM
- Raising Purchase Orders using ME21, ME22 screen to make ensure weekly payments of Engineers
- Good receipting the PO's using MB01 screen
- Inbound and outbound call handling, of SM's, Vendors, OP's regards to PO issues
- Data extraction, sorting and work allocation
- Managing email queries and all the Invoicing related issues
- Escalation handling and weekly client call handling
Education
Bachelor of Computer Applications -
Vaidehi Vishnu Saraf Mahavidyalaya
Akola01.2014
Higher Secondary Certification -
Maharashtra State Board
01.2011
Secondary School Certification -
Maharashtra State Board
01.2009
Skills
- Microsoft Teams administration
- Direct Routing SBC
- Exchange administration
- Mail flow, DMARC, SPF, DKIM, MX Record
- Azure AD management
- Office 365 support
Certification
- Microsoft certified for MS 102
- Microsoft certified for MS 700
- Microsoft certified for AZ 104
- Microsoft certified for SC 900
- Microsoft certified for AZ 900
- CCNA course
Additional Knowledge
- CCNA course training from RST forum institute.
- Azure knowledge base including Azure Active Directory and network configuration.
Languages
- English
- Hindi
- Marathi
Disclaimer
I hereby declare that the above information provided by me is true to the best of my knowledge. I shall be obliged if you would offer a chance to serve your organization.
Profile
- Infrastructure Specialist, Accenture plc, 04/2021 - Present
- Tier 2 Engineer, Concentrix (For Microsoft client), 10/2020 - 04/2021
- Service Desk Lead, Wipro Technologies (US client), 07/2018 - 10/2019
- G-NOC Tech, GTT communications (US based company), 01/2018 - 06/2018
- Executive, EXL services in UK process, 14 months
Personal Information
- Father's Name: Kishor S. Chalisgaonkar
- Date of Birth: 10/05/93
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Infrastructure Specialist
Accenture
04.2021 - Current
Tier 2 Engineer, Technical Support (Office 365)
Concentrix
10.2020 - 04.2021
Service Desk Lead
Wipro Technologies
07.2018 - 10.2019
GNOC Tech Tier 1 Executive
GTT Communications
01.2018 - 06.2018
Executive
EXL Services
Bachelor of Computer Applications -
Vaidehi Vishnu Saraf Mahavidyalaya
Higher Secondary Certification -
Maharashtra State Board
Secondary School Certification -
Maharashtra State Board
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