Mohammed JK

• Procurement of New Desktop Machine and Installation of MS OS and Office Application
• User Account Provisioning
• Re-configuration of Network for Shared Internet, Printer and Tally Application Service
• Device Firmware Upgrade due to OS Compatibility Issue
• Routine Windows System Backup and Security Update
• Monitor and Maintain System Performance Issue
• Gained extensive knowledge in Data Entry, Analysis and Reporting

INK - Client

• Implemented Recommended Email and Organization Security Features (Anti Spam/Phishing/Spoofing) Against Zoho Platform
• Implemented and rolled out Domain Security Enhancements – TFA and MFA
• Helped Troubleshoot Third Party Email Relay Issue
• Build an Internal Wiki with Technical Documentation, Manuals for Admin and End Users

Microsoft and Checkpoint Client

• Helped Initial Setup of M365 Domain (Domain Validation TXT, MX, SPF, DKIM and DMARC) and EXO, ODB and SharePoint Online and MS Teams Services against Commercial and SMB Users
• Assisted in Migrating Customers mailbox from G-Suite to EXO and Files from Google Drive to OneDrive
• Helped Troubleshoot Technical Issues related M365 Services

Technical

• Expertise in Troubleshooting Email Flow Issues, EOP, handling Online Email Compliance Management (eDiscovery), DLP, AIP, etc.
• Expertise in Implementing and Optimizing other Messaging Security Solutions such as Anti-Spam/Phishing/Malware/Spoofing and ATP
• Managed Service Issues related to Exchange Hybrid / Online, MS Teams Including Call Quality Issue, Azure AD Connect Identifier, M365 Defender Security, M365 Compliance, etc.
• Managed Microsoft Exchange On-Premises to Office 365 Migrations and Exchange Server Upgradation.
• Managed Active Directory and Azure AD Identities
• Monitored and Maintained Infra Server Services via Existing Powershell Script
• Managed and Handled Skype for Business 2015 Enterprise and MS Teams Including Voice Call Quality Issues For Direct Routing Line via SBA / SBC
• Performed Migration From Of End Users From SFB 2015 Server to MS Teams

Operation

• Delegated Left Shift BAU Activity to Service Desk and Automated Their Chat Queries via Power Virtual Agent.
• Published KB and Run Book in handling Day to Day Operation.
• Co-ordinate with Vendor and Other IT service providers with respect to incident, Change and Problem Management
• Restoring Service within SLA in case of Service Outage
• Responsible in Identifying Repeated Incident and Work Closely with Problem Management Team to find the Root Cause Analyses (RCA).
• Managed Team Readiness & Development in Terms of Case Resolution
• Managed Case by Reviewing them Periodically and Perform Customer Wellness Check
• Conduct and Manage Collaborative Activities in terms of Cross Team / LOB Training
• Carried out Supportability Activities producing troubleshooting guides/readiness content to help with volume deflection
• Collaborate with Stakeholders for Process Improvement

• Worked as Tier 3, Tier 2 and Tier 1 Technical Support covering Infra Server Management and BAU Support Operations for Enterprise Organization
• Expertise in Managing and Troubleshooting Microsoft Exchange Hybrid Servers, Email Incoming and Outgoing Gateway Server, Blackberry / GOOD / Air Watch Mobility Service, Lync Server Related Issues.
• Deployed Physical Servers and Installed Exchange 2010 Multi Server Roles.