Manjeeta
Unified Communication Specialist
Greater Noida West
Summary
Motivated & Resourceful IT Professional having ability to quickly learn technical concepts. Proactive, energetic attitude and desire to work in a result-oriented and deadline-driven environment. Working to excel and trying to rise in vital fields which may provide me strength and stability in the future.
A focussed and result-oriented professional with almost 4 years of experience in IT Support. Currently associated with LTI Mindtree, responsible for providing technical support to end-users by quickly identifying and resolving issues of Microsoft Teams/Office365. Good Knowledge of Microsoft Teams. Providing L1 and L2 support for Teams client related issues. Troubleshooting day-2-day issues related to Microsoft Teams Calling, media quality, configuration related queries. Office365 User Provisioning and License Assignment. Creating Reports for Users, which provide enhancements as per Customer requirements. Dealing with end user issues like sign-in, call quality, disconnection, conferencing issues and providing resolution to them. Providing day to day support on Microsoft Teams issues.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Specialist
Kyscent LLP
01.2024 - Current
- Troubleshooting and Issue Resolution: Troubleshooting and resolving Level 1 and Level 2 issues related to MS Teams, including but not limited to audio/video problems, chat functionality, screen sharing, and Voice.
- User Training and Support: Provide comprehensive user training and support on Microsoft Teams functionalities, ensuring efficient utilization of platform and maximizing productivity for end-users.
- Incident Management: Handling high severity incidents , adhering to established SLAs (Service Level Agreements) to ensure timely resolution and minimal disruption to business operations.
- Configuration and Administration: Configuration and administration of Microsoft Teams settings, including user permissions, channel creation, guest access, and integration with other Microsoft 365 applications, tailored to meet specific organizational requirements.
- Collaboration with Cross-functional Teams: Collaborating closely with cross-functional teams, including IT infrastructure, network operations, and security teams, to address complex technical challenges and implement effective solutions for seamless Microsoft Teams operations.
- Documentation and Knowledge Sharing: Create comprehensive documentation, including FAQs, troubleshooting guides, and best practices, to facilitate knowledge sharing among support teams and empower users to resolve common issues independently.
Senior Engineer
LTI Mindtree
06.2022 - 12.2023
- Providing L1\L2 support to various Microsoft Clients globally for Microsoft Teams related issues
- Working closely with Microsoft Escalations Team (Technical Advisors and Escalation Engineers) on escalated issues and backend Service Incidents
- Ensure to meet performance target set by Microsoft and case hygiene is maintained on all cases
- Helping Customers with their queries and fix their issues, policies and user management
- Day to Day troubleshooting and managing Teams related issues
- Troubleshooting Guest Access, External Access related issues
- Working on Direct Routing and Calling Plan related issues
- Helping Customers to analyze network readiness from Microsoft Teams perspective, investigation on media quality related issues, looking into performance related issues
- Helping Customers to setup Audio Conferencing and make them understand its usage
- Working in collaboration with other Office365 teams like Exchange Online, SharePoint, One Drive for Business etc
- To fix end customer issues and provide seamless experience
- Working with Microsoft Product Group (Engineering Team) for backend issues and possible bugs.
Technical Support Engineer
Kyscent LLP
01.2020 - 06.2022
- Processing and completing service requests for administrating user accounts
- Office365 User management (User create/delete/rights manage) Office365 License & Roles (License assign/unassign and admin roles assign) Office365 Outlook account manage (Shared mailbox creation/group creation etc) Microsoft Teams user’s policy assign/unassign and custom policy creation Microsoft Teams team/channels creation and manage (Rights allow and disallow) Microsoft Teams meeting and live events policy assign/unassign and hosting
- Microsoft Teams Call Quality Dashboard and call/reports analytics
- Prepare Change request with Change Manager approval
- Hands on experience with ticketing tool – Service Now Working on Incident management and Problem Management Fault Isolation and accurate documentation of Crisis/Outage issues along with timely expedition for resolution as to not impact client production
- Worked with Incident Management, Change Management & Vendors based on predefined SLAs and tickets tracking using define tools of customers
- Ensure to provide technical direction on technical problems that require an in-depth evaluation of client specific variables
Education
Skills
Microsoft Teams
Certification
MS-700 Managing Microsoft Teams
Permanent Address
Nirala Estate, Techzone-4, Greater Noida West
Languages Known
English, Hindi
Location Preference
NCR\Noida
Nationality
Indian
Personal Information
Marital Status: Married
Disclaimer
I hereby declare that all the information stated in this RESUME is true to the best of my knowledge and belief till date. I also understand that any discrepancy found in any of the above statement, will render me liable for cancellation of candidature at any stage.
Timeline
Specialist
Kyscent LLP
01.2024 - Current
Senior Engineer
LTI Mindtree
06.2022 - 12.2023
Technical Support Engineer
Kyscent LLP
01.2020 - 06.2022
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