Mohamad Ayesha
Hyderabad
Summary
Aspire to excel as a System Support Administrator, emphasizing the management of user identities, compliance measures, and collaborative tools in fast-paced, evolving environments. Seeking opportunities to leverage expertise in optimizing workflows and communication systems in the IT sector.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support Engineer
Wells Fargo
Hyderabad
2022.12 - 2024.05
- Provided L1/L2 support for Microsoft 365 applications (Exchange, Outlook, Teams, SharePoint, OneDrive) within SLA, resolving user issues efficiently.
- Managed user lifecycle activities including account creation, modification, deletion, password resets, MFA troubleshooting, and group membership using Active Directory.
- Administered mailbox operations such as shared mailbox creation, mailbox permissions, distribution lists, and license management in Microsoft 365.
- Troubleshot Outlook issues including profile errors, OST/PST corruption, email recovery, and client connectivity problems.
- Investigated and resolved mail flow issues using message trace, transport rules, and spam filtering techniques in Exchange Online.
- Supported Microsoft Teams and OneDrive issues including login failures, sync errors, guest access, and permission conflicts.
- Managed SharePoint Online sites, permissions, external sharing, file recovery, and performance troubleshooting.
- Provided end-user support for desktop, printer, network connectivity, and mobile device configuration (iOS/Android, Outlook setup).
- Handled onboarding and offboarding processes including account provisioning, mailbox setup, and device assignment.
- Monitored Service Health Dashboard, communicated outages, and performed basic root cause analysis (RCA).
- Investigated security alerts using Microsoft Defender, performed threat analysis, and reviewed audit logs.
- Automated administrative tasks using PowerShell, generated reports, and maintained ITSM documentation and SOPs.
- Delivered support for Copilot (license enablement, access troubleshooting, permission validation).
- Collaborated with cross-functional teams and communicated effectively with users regarding incidents, updates, and feature rollouts.
Technical Support Specialist
Tata Consultancy Services
Hyderabad
2018.11 - 2022.11
- Managed user accounts including creation, modification, and deletion via Microsoft 365 Admin Center and PowerShell.
- Assigned, modified, and revoked Microsoft 365 licenses while managing user groups, distribution lists, and mailbox permissions.
- Administered Exchange Online: managed user and shared mailboxes, distribution groups, and configured Exchange Transport Rules.
- Troubleshot mail flow issues using Message Trace and resolved mailbox access problems.
- Managed Microsoft Teams policies, user settings, guest access, and addressed sign-in or meeting issues.
- Handled SharePoint Online and OneDrive: managed permissions, external sharing, restored deleted files, and resolved sync issues.
- Configured and supported Azure AD: password resets, MFA setup, and account lockout troubleshooting.
- Monitored security threats, managed Defender for Office 365 policies, and reviewed audit logs.
- Automated routine administrative tasks using PowerShell scripts to improve efficiency.
- Generated detailed reports on usage statistics, system performance, and Office 365 application metrics.
- Assisted users with Outlook setup, email configuration on mobile devices, and recovery of deleted emails.
- Provided first-level and advanced support for Office 365 applications (Word, Excel, PowerPoint) including troubleshooting crashes and access issues.
- Monitored service health in the Microsoft 365 Admin Center and reported incidents or outages proactively.
Junior Associate
Karvy Data Management Services. Ltd.
Hyderabad
2017.07 - 2018.11
- Providing L1 –Support to Helpdesk with good analytical and technical skills, Good in isolating technical issue.
- Installing and troubleshooting the problems with VPN(EYRC), certificate issues, solving users RSA token issues and unlocking the user’s RSA account after the post validation.
- We take the remote control of the user’s computer for troubleshooting issues and to install or update software/ Patches.
- Worked as aL1 & L2 Support Administrator for MS Teams, Skype for Business, Exchange Online, Avaya.
- Troubleshooting all day-to-day tickets for users before SLA.
- Assign policies to the Teams depend upon the user requirement.
- Troubleshooting Issues for Skype Mobility.
- Trouble Shooting of all Sign-in Issues.
- Providing Access to shared mailbox, DL, Resource Mailbox via o365 Admin Console.
- Worked on Ticketing Tool (Service Now) on custom created Monitoring and Troubleshooting.
- Escalation of Hardware Alerts to onsite maintenance.
Skills
- Office 365 and Microsoft 365 administration
- IT incident management
- User account management
- Application support
- Exchange Online troubleshooting
- IT service management
- Technical documentation
- System administration
- Remote desktop support
Education
- Graduated in Electronics and Communication of Engineering (2013-2016) from Khader Memorial College of Engineering And Technology.
Certification
• MS-700 Microsoft Teams Foundation Certification
• MS-900 Microsoft 365 Fundamental
• AZ-900 Azure Fundamentals
• ITIL Foundation v4 - Axelos
• MS-900 Microsoft 365 Fundamental
• AZ-900 Azure Fundamentals
• ITIL Foundation v4 - Axelos
Disclaimer
I hereby declare that the informaƟon specified above is true to the best of My Knowledge, and I bear the responsibility for the.
Timeline
IT Support Engineer
Wells Fargo
2022.12 - 2024.05
Technical Support Specialist
Tata Consultancy Services
2018.11 - 2022.11
Junior Associate
Karvy Data Management Services. Ltd.
2017.07 - 2018.11