Dunne Naveen Sri Harsha - Software engineer - Wipro

Summary

Dedicated and results-driven Teams Support Engineer with 15Months of experience in Office 365 administration and Microsoft Teams management. Proficient in troubleshooting complex technical issues and optimizing collaboration platforms to enhance productivity and efficiency. Strong communicator with a track record of providing exceptional customer service and delivering timely solutions.

Overview

2

years of professional experience

6

years of post-secondary education

Work History

Analyst

Wipro

03.2022 - Current

User Support: Provide prompt and effective support to users experiencing issues with Microsoft Teams, including troubleshooting technical problems, answering queries, and resolving user-reported issues.
Assist users with various features of Teams, such as chat, meetings, channels, file sharing, and integration with other Office 365 applications.
Technical Troubleshooting: Diagnose and resolve technical issues related to Teams functionality, connectivity, performance, and integration with other systems.
Investigate and troubleshoot issues such as sign-in problems, audio/video call quality issues, screen sharing problems, and file sharing issues.
Administration and Configuration: Administer and configure Microsoft Teams settings and policies according to organizational requirements, ensuring security, compliance, and optimal performance.
Manage user accounts, permissions, and access controls within Teams, including license management.
Documentation and Knowledge Management: Document troubleshooting steps, resolutions, and best practices for common Teams issues, creating and maintaining a knowledge base for reference by users and colleagues. Contribute to creation and maintenance of user guides, FAQs
Collaboration and Communicational: Collaborate with cross-functional teams, including IT support teams. Communicate effectively with users, providing clear and concise instructions, guidance, and updates regarding ongoing issues and resolutions.
Experience in resolving Services Requests, Incidents and Escalations within given SLAs with customer satisfaction.
If required, helped customer and resolved issue by taking remote access as well.
Maintaining records of SRs, Incident and Escalations, complete and incomplete in Service Now tool.

Education

Bachelor of Technology - Electronics And Instrumentation Engineering

Adikavi Nannaya University

Rajahmundry, India

06.2016 - 04.2020

Intermediate - MPC

Narayana Junior College

Rajahmundry, India

06.2014 - 03.2016

Skills

Microsoft Teams Administration: Proficiency in administering and configuring Microsoft Teams settings, policies, and features to meet organizational requirements

Office 365 Knowledge: Familiarity with the Office 365 suite, including Exchange Online, SharePoint Online, OneDrive for Business, and other integrated services

Troubleshooting: Ability to diagnose and resolve technical issues related to Microsoft Teams, including sign-in problems, calling issues, connectivity issues, and integration issues

SharePoint Online: Basic understanding of SharePoint Online and its integration with Microsoft Teams for document collaboration and content management

Azure and Multi-Factor Authentication: Basic knowledge of Azure Active Directory and multi-factor authentication (MFA) for enhancing security in Teams and other Office 365 services

Soft Skills:

Communication Skills, Customer Service, Team Collaboration, Adaptability, Attention to Detail and Time Management

Timeline