Chandra Kanth Kapudasi

Work History

Allyis India Pvt Ltd (Tech Mahindra)

08.2022 - Current

Assist end-users with account setup, email configuration, and troubleshooting issues related to Office 365 applications.
Respond to and resolve escalated incidents and service requests related to Office 365 within defined SLAs.
Investigate and diagnose complex Office 365 issues, providing timely resolution and root cause analysis.
Administer Office 365 settings and configurations, including user accounts, permissions, and security settings.
Configure and manage Exchange Online, SharePoint Online, and OneDrive for Business.
Support and troubleshoot collaboration tools such as Microsoft Teams, ensuring optimal performance and user experience.
Assist with the setup and configuration of Teams channels, meetings, and collaboration features.
Implement and enforce security best practices for Office 365, including email security, data loss prevention, and compliance features.
Monitor and address security incidents related to Office 365 applications.
Stay informed about updates and new features in Office 365 and coordinate upgrades as needed.

Diebold Nixdorf (Diebold Systems)

01.2021 - 08.2022

Microsoft 365 administration
Exchange Online, Email lifecycle, Mailbox structure, Retention policies, Retention holds, Litigation holds, mailbox attributes, inbox rules, calendar permissions, folder level permissions, delegate access, permissions, sharing policies, OWA policies.
Message tracking, transport rules, connectors, Alert policies, RBAC - role assignments, plus addressing.
Overall exposure and working knowledge on MS Teams
Office activation, Office apps related issues, Outlook related configurations, and issues
Antispam policies, anti-phishing policies, connection filter, message submissions, quarantine management, enhanced filtering, safe/blocked senders, safe/blocked domains, anti-malware policies, DKIM configuration, DMARC configuration and report analysis, Security and compliance, Defender, Intune, MDM/MAM, DLP, sensitivity labels - AIP, auditing
Azure AD, guest/external sharing, MFA,
Responsible for the customer support experience with Microsoft customers.
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g., swarming)
Identify cases that require escalation (either technically or strategically)
Create and maintain incident management requests to product groups or engineering group.
Participate in documenting system configurations, processes, and troubleshooting procedures.

Tech Mahindra

11.2018 - 04.2020

Installed and set up applications for clients, including anti-virus software and Microsoft office.
Responsible for the analysis, administration and support of Exchange, O365.
Provide reactive and proactive support to Microsoft Partners.
Used remote access to navigate and link to customer computers.
Windows Server concepts and administration (Active Directory, Group Policy Management, Networking)
Networking (HTTP, DNS, TCP, IP)
Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis
Handles complex escalations on customer issues from the support or field teams.
Escalates specific customer issues to appropriate teams, seniors or managers within the team, if more assistance is needed.

HCS Software Solutions Pvt Ltd

07.2016 - 10.2018

Act as a barrier to the product development team by independently clearing 1st and 2nd level customer issues
Providing software application support under the supervision of the Senior Engineer.
Take ownership of support tickets and be responsible for funnelling them through all process stages until a resolution has been reached
Play a key role helping our customers as a product expert with a strategic mind and high customer-service orientation
Take ownership of high priority customer issues and ensure excellent service by using problem solving approach
Consulting with the software development team, internal users, improve application performance.