Aman Rajesh Dwivedi
Navi Mumbai
Summary
Dynamic M365 Administrator with extensive experience at TIAA Global Capabilities, excelling in compliance improvements and email migrations. Proven ability to enhance security and streamline operations while leading technical support teams. Skilled in Office 365 administration and adept at fostering collaboration, driving exceptional customer satisfaction through effective communication and problem-solving.
Overview
10
10
years of professional experience
1
1
Certification
Work History
M365 Administrator
Brisk Technovision Ltd
10.2024 - Current
- Evaluated measures for enhancing compliance.
- Carried out comprehensive investigations of mail delivery challenges for M365 and SentryNet Server.
- Responded promptly to customer complaints in a professional manner.
- Analyzed operational processes and recommended improvements to enhance efficiency.
- Managed tasks and service calls using Trello.
- Managed transition of email services from Gsuite to M365 efficiently.
M365 Administrator
TIAA Global Capabilities
11.2022 - 07.2024
- Oversaw regulatory compliance and industry standards for Microsoft systems.
- Implemented compliance improvement strategies to boost overall scores.
- Scrutinized logs for investigative purposes.
- Conducted thorough email investigations.
- Evaluated and applied security labeling strategies.
- Supported operations for technical services of M365 including SPO, Exchange, Security & Compliance and OneDrive.
- Handled incidents and tasks assigned through Service Now.
- Conducted patching activities for Exchange.
- Executed collaboration efforts with Microsoft during M365 outages.
- Utilized Enow, AvePoint and Proofpoint effectively in professional tasks.
- Analyzed operational processes and recommended improvements to enhance efficiency
Technical Lead
Gigmos
05.2021 - 10.2022
- Joined as Technical Lead for a Team providing Office 365 technical support to Microsoft customers around the globe
- Managing a team of 12-15 Support Engineers
- Maintain CSAT and FWR Scores
- Case Review of the Engineers aligned in the team
- Maintaining their individual Bin Size
- If the cases are on TRB (Technical Roadblocks), review such incidents and provide Action Plan on the same
- Daily Reviews of the Cases based on the Case Age / Updated by Customer / Waiting on Support / Technical Roadblocks
- Handle escalation calls, if the Engineers are stuck on call and have no clue for further plan of Action
- Conducting Triages on TCG (Top Call Generators) – Issues which are most likely handled on daily basis
- Drive FCR (First call Resolution) to make sure that the Customer’s Perception is very high and met as per Organization’s requirement
- Conduct team meet to share the feedback with the Engineers related to the CSAT / ESAT / FWR Scores / Improvement Areas
- Share Bin Size Report across the team on daily basis such that the Engineers are aware of the status of their individual cases
- Daily call with TA (Technical Advisor) for Age Cases / TRB cases
- Resolve technical issues for customers in a timely manner
- Be a single point of contact for the Customer’s
- Route cases to the appropriate department / Queue, in cases of Misroutes
- Ensure unresolvable issues are escalated to the Escalation team
L3 support consultant
Cognizant Technology solutions
03.2020 - 05.2021
- Joined as L3 support consultant for the client: Con Edison, New York
- Implemented changes on exchange server and office 365 by following in process Change Management system
- Performed daily checks on Exchange server 2010 and Office 365 services
- Performed Monthly Patching on Exchange server
- On-Call assistance over weekends
- Worked in collaboration with Microsoft Support and other Vendors to resolve issues around exchange, faxes and Office 365
Technical Consultant
Wipro DO&P
06.2015 - 03.2020
- Joined as Technical Consultant in June 2015 for Microsoft SharePoint Online Process
- Moved to One Drive for Business Pilot Process in April 2016
- Moved to Concierge support in Feb 2018 and promoted as Technical Lead where assisted Microsoft clients with entire Office 365 services
Education
B.E - Computer
Sapkal Knowledge Hub
Nashik01.2015
Skills
- Microsoft 365 administration
- Skilled in MS Defender and Purview
- Incident management
- Technical documentation
- Service desk support
- Data analysis
- Process optimization
- Customer service
- Team leadership
- Project management
- Technical troubleshooting
- Change management
- Communication skills
- Problem solving
- Relationship building
- Analytical thinking
Languages
- Hindi
- English
Highest Academic Qualification
B.E(Computer), 2015
Certification
- Fundamentals of Security, Compliance, and Identity
Timeline
M365 Administrator
Brisk Technovision Ltd
10.2024 - Current
M365 Administrator
TIAA Global Capabilities
11.2022 - 07.2024
Technical Lead
Gigmos
05.2021 - 10.2022
L3 support consultant
Cognizant Technology solutions
03.2020 - 05.2021
Technical Consultant
Wipro DO&P
06.2015 - 03.2020
B.E - Computer
Sapkal Knowledge Hub
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