Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

MADHANRAJ R

Chennai

Summary

Highly energetic professional and an experienced Exchange administrator with overall experience of seven years in IT Support. Well experienced in planning, deploying, developing and configuring office 365/Azure applications. Established reputation as a sharp technologist for resolving problems, improving customer satisfaction, and driving overall operational improvements.

Overview

8
8
years of professional experience
4
4
years of post-secondary education

Work History

Associate Engineer

Astrazeneca India
11.2022 - Current
  • Handling incidents and service requests and providing innovative solutions and workarounds for the customers' issues related to Exchange Online without breaching the service level agreement
  • Manage Active Directory Users, Shared, Resource Mailbox and Groups in office 365 in Hybrid Office 365 deployment, and Managing Domains in Office 365
  • Knowledge in outlook client and outlook web access
  • Hands on experience in Hybrid mailbox migration
  • Troubleshooting client connectivity issues related to Outlook, Active Sync and OWA
  • Troubleshoot issues with the help of Logging tools like Fiddler, SARA and MFCMAPI
  • Analyzing and troubleshooting NDRs, Message Headers and Message trace
  • Develop Powershell scripts to simplify tasks
  • Take care of mailbox provisioning and license assignment for the new joiners in the client organization everyday
  • Indulge in shift-left activities by preparing Knowledge articles and training the Service desk executives to help in ticket reduction
  • Mimecast - Understanding the architecture of the organization's mail flow, and work on customer issues with regard to mail delivery
  • Carry out Patching activity in the Exchange servers regularly
  • Identifying and delivering electronic information to the client that can be used as evidence in legal cases via ediscovery
  • Entry level experience in Sharepoint, MS Teams and Box administration.

Lead Customer Experience - Service Desk

Sutherland
09.2020 - 09.2022
  • Handling service request and incidents reported by internal users and providing end to end solution related to exchange online and other other office 365 platforms.
  • Troubleshooting client connectivity issues related to Outlook, Active
    Sync and OWA
  • Resolved 20+ trouble tickets per day through efficient triaging of problems.
  • Taking stock of Bin status of team on a daily basis and ensuring targets for Aged & Idle case% are adhered to along with redistributing cases for Support Engineers not present for the day
  • Managed over 500 plus tickets which includes service request and incidents with a resolution rate of 98%.
  • Maintained key metrics like CSAT and MTTR with respect to client target.
  • Indulge in shift-left activities by preparing Knowledge articles and
    training the Service desk executives to help in ticket reduction

Senior Associate - Service Delivery

Sutherland
08.2016 - 09.2020
  • Handling incidents and service request related to customer and providing solution for eCommerce queries.
  • I was supporting Amazon devices like Fire stick and Alexa in which we will help customers with troubleshooting the device in case of any issues like streaming, subscriptions by taking remote
  • Keeping track and managing documentation for all client requirements and solutions delivered
  • Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
  • Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
  • Ensure Team meets performance targets as defined in the client agreement
  • Have basic troubleshooting knowledge for tools like Alpaca and Scheduling for internal Client program
  • Skilled in Basic MS excel which helps to analyze program needs (Validation, Reports handling).
  • Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
  • Trained and supported new team members, maintaining culture of collaboration.

Education

B.SC - Computer science

Apollo Arts And Science College
05.2012 - 05.2016

Skills

Windows Powershell: Administering daily tasks that include analysis, problem-solving, and processing create or modify requests using Powershell and EAC

Mail delivery troubleshooting: Monitor Exchange Messaging queues and troubleshoot mail routing issues

Communication: Thanks to be able to clearly relay information to the customers that has got me a good service rating

Adaptability: Have earned myself the ability to stay calm and adapt to situations, through a few hard times that I have gone through in my years of experience

Accomplishments

  • Been a part of the team that has worked on researching and optimizing the license cost incurred by the organization over the user accounts based on the utilization statistics.
  • Joiners provisioning and licensing automation
  • Organization wide Migration of unattended automated scripts from Legacy authentication to Modern authentication.
  • Exchange server certificate renewal
  • Help the client organization achieve their Sustainability goal by automating the email deletion from online archive thereby reduce the carbon foot-print
  • Deployed 50 plus VC meeting rooms with Teams PRO license enabled for business standards, this project is to have converted all meeting rooms to Video conferencing standards.
  • Identified and Restored MS Teams as a default IM post installing zoom app on user devices.

Timeline

Associate Engineer

Astrazeneca India
11.2022 - Current

Lead Customer Experience - Service Desk

Sutherland
09.2020 - 09.2022

Senior Associate - Service Delivery

Sutherland
08.2016 - 09.2020

B.SC - Computer science

Apollo Arts And Science College
05.2012 - 05.2016

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MADHANRAJ R