Mohd Zuned
Lucknow
Summary
Overall,8 years of experience at various level of IT industry and able to manage IT service delivery, management, and technical issues, I explored myself as self-motivated to continuously learn, add values and move forward in the organization and to fully utilize technical skills, knowledge, and the willingness to help others to achieve the personal and organizational goals.
Overview
9
9
years of professional experience
Work History
O365 Support Engineer
Tech Mahindra Allyis
04.2023 - Current
- Currently working for Microsoft Concierge as a O365 support Engineer served as the primary point of contact for Microsoft clients requiring assistance with Microsoft O365 applications and services, including Outlook, Teams, and One Drive
- Provided personalized support and guidance to clients, addressing inquiries related to account setup, Mail flow issues, configuration, and usage
- Demonstrated proficiency in diagnosing and resolving technical issues, such as email delivery and routing problems, synchronization errors, and access permissions
- Maintained accurate records of client interactions and resolutions using Microsoft Dynamic 365 software, facilitating efficient follow-up and tracking of support requests and Incident cases
- Managing Microsoft 365 applications, and Admin Panel, including Outlook, SharePoint, Teams, One Drive, and Exchange Online
- Managing Email Security related issue from Microsoft Defender and Purview
- Strong troubleshooting skills with the ability to diagnose and resolve technical issues related to Email, document management, and collaboration tools Assist 365
- Working Experience on ticket tool service now, Rave, Microsoft Dynamic 365 for handling tickets queue Service request (CTASK) and incident (INC) tickets and RITM approved request
- Managing and Monitoring cloud server through Microsoft O365 admin portal
- Provide resolution to user through Email and Call
- Creating and Managing Shared mailboxes, Resource mailbox, Groups (DLs), Dynamic DL and Office 365 Groups
- Assigning and Monitoring Microsoft 365 Business Standard, Basic, Premium, E1, E3, E5Licenses to users through Microsoft365 admin portal and managing through Azure active Directory
- Working experience of Microsoft Assist tool and diagnostics commands for troubleshooting
- Troubleshooting of outlook, Teams, Mailboxes, and emails related issue
- Knowledge of Exchange server or O365 service auditing
- Knowledge of Mail flow scenarios, Anti-spam, Anti-Malware and Anti-phishing technologies
- Knowledge of Exchange Online Protection EOP
- Knowledge of DNS entries MX, SPF, DKIM, and DMARC records to protect from spoofing and phishing emails
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Collaborated with outside departments to implement system-wide improvements.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Analyzed support ticket trends to predict and prevent future issues.
Office O365 Administrator
Capgemini
05.2022 - 03.2023
- Currently working on office 365 cloud technology as Exchange Support working on admin panel of Exchange admin center, Microsoft Defender and office 365 doing task of Messaging Team (Track) in a day-to-day Activity
- Working on ticket tool service now for handling tickets queue Service request (CTASK) and incident (INC) tickets and RITM approved request
- Managing and Monitoring cloud server through Microsoft 365 admin portal
- Provide resolution to user through Email, Chat and Call
- Creating and Managing Shared mailboxes, Resource mailbox, Groups (DLs), Dynamic DL and Office 365 Groups
- Providing full, send as and send on behalf Delegate permissions access to users mailboxes through command online Power Shell or online Exchange Admin center
- Providing and managing booking access on Meeting room to the users through Power shell command
- Assigning and Monitoring Microsoft F3, E1, E3, E5Licenses to users through Microsoft365 admin portal and managing through Azure active Directory
- Microsoft Exchange/O365 Support Maintenance and administration (Mailbox Migration from exchange to Office 365)
- Troubleshooting of outlook, Teams, Mailboxes, and emails related issue
- Checking Service health of O365 and on-premises servers and send update report to the team on daily basis activity
- Working experience on Exchange admin Center for managing Mailbox feature and troubleshooting of emails related issues
- Working and resolving all one drive related issues of users
- Working experience of Recipient management in O365 and Exchange on-Prem along with supporting end users for their day to day issues
- Knowledge of Exchange server or O365 service auditing
- Knowledge of Mail flow scenarios between On-Prem and O365 solution along with E-mail hygiene
- Knowledge of Anti-spam, Anti-Malware and Anti-phishing technologies
- Knowledge of Exchange Online Protection EOP
- Knowledge of DNS entries MX, SPF, DKIM, and DMARC records to protect from spoofing and phishing emails
- Working experience on Azure active Directory for password reset and MFA reset, new user creation deletion and other troubleshooting activity on premise AD servers 2012 R2
- Providing support for on call escalations and doing root cause analysis of given issue and independently resolve tickets within agreed SLA of ticket volume and time
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
- Knowledge of email Archiving, Retention Policies, Retention Tags, E Discovery, Auditing
IT Analyst (Microsoft O365 Administrator)
HCL Technologies
06.2017 - 05.2022
- Currently working on office 365 cloud technology as Exchange Support and doing task of Messaging Team (Track) in a day-to-day Activity
- Working experience on ticketing tool Service Now and handling of Service request (CTASK) and incident (INC) tickets
- Managing and Monitoring Multiple on premise Exchange servers 2013 and Windows server 2012 R2 and cloud server through Microsoft 365 admin portal
- Provide resolution to user through Email, Chat and Call
- Creating, Managing and maintaining users’ mailboxes over the cloud Microsoft365 Exchange online Admin center and on-premises Exchange servers 2013 as per different locations and domains
- Creating and Managing Shared mailboxes, Resource mailbox, Groups (DLs), Dynamic DL and Office 365 Groups
- Providing full, send as and send on behalf Delegate permissions access to users mailboxes through command online Power Shell or online Exchange Admin center
- Assigning and Monitoring Microsoft F3, E1, E3, E5Licenses to users through Microsoft365 admin portal and managing through Azure active Directory
- Working experience on online and on-prem Power Shell doing exchange related activity through Command
- Microsoft Exchange/O365 Support Maintenance and administration (Mailbox Migration from exchange to Office 365)
- Troubleshooting of outlook, Teams, Mailboxes, and emails related issue
- Checking Service health of O365 and on-premises servers and send update report to the team on daily basis activity
- Knowledge of DNS entries MX, SPF, DKIM, DMARC records to protect from spoofing and phishing emails
- Working experience on Azure active Directory for password reset and MFA reset, new user creation deletion and other troubleshooting activity on premise AD servers 2012 R2
- Working experience on Mimecast portal (Filtering Gateway) for tracing, releasing external emails and blocking, unblocking users email id, and white listing domain for external users
- Managing inbound and outbound email Queue through Mimecast
- Creating policies for permitting and blocking sender through Mimecast
- Working experience on Exchange admin Center for managing Mailbox feature and troubleshooting of emails related issues
- Export mail PST from O365 Admin portal through Compliance management
- Support on-premises Active Directory with O365 (DirSync)
- Expertise in handling mail routing and mail-flow related issues
- Ability to demonstrate proactive approach to problem resolution, strong troubleshooting, and problem-solving skills
- Supporting Exchange infrastructure for Microsoft Professional Customers for South Africa, UK EMEA and APAC Region
- Working Experience in Advance Service desk as desktop Support Engineer
- Getting involved in P1/P2 Tickets and share expertise with respect to components involved for our Team
- Active Directory 2012 user account add/moves/deletions
- Working with Advanced service desk team
- Experience on ticketing tool (BMC Remedy 7.6 and 9.1)
- Creation of VPN connection for HCL remote user and sites
- Support users with new VPN requests and for troubleshooting of VPN issues
- Co-ordination with technical teams to setup a new VPN according to project requirement along with Security Group creation and VPN tunnels
- Managing Office 365 admin panel (Exchange Admin Center), create new email accounts for users and troubleshoot Email related issues
- SFTP account creation in windows Server 2012 R2 for sharing files and data for the client and troubleshooting for the same
- Symantec Endpoint profile management for users or devices
- Handling tickets from Remedy Ticketing tool
- Engaging different teams to resolve tickets as per defined process
- Respond to Emails without any delay as per defined process
- Providing remote assistance for installations, upgrades, and repairs using Lync/Skype and Remote Desktop Software
- Hands-on of newly launched Microsoft Teams to provide remote assistance to users and communication purpose
- Diagnosing operating system problems, repair all issues, and remove malware as defined by scopes of work
- Maintain excellent communication with all end users and other members of the technology department
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients
- MS Outlook Configuration and troubleshooting
- Installing & troubleshooting of Symantec Antivirus, Patches & Updates
- Good knowledge of LAN/WAN, TCP/IP protocols and network technologies
- Resolving password reset issue of users from HCL portals
- Configuring and troubleshooting VPN and RSA token
- Installing all type of software’s visual studio, SQL, SAP GUI, Office 365, skype etc
- Remote Support, Chat, Email End User Support
- Data Card Installation, Configuration& Support and Port level access for mass storage devices & data card through Symantec console & issues related to antivirus
- Creation & management of Service account, Generic ids &DLs are part of daily activities
- Providing admin access to the users
- Managing Exchange Online Cloud (Exchange admin center) server for tracing and releasing users blocked mails
IT Desktop Support
Sifa Inventech
12.2015 - 06.2017
- Designing and installing well-functioning computer networks, connections and cabling
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients
- Troubleshoot network, hardware, and software problems
- Installing new hardware (printers, computer workstations etc
- Diagnosing and resolving faults
- Local area networks (LANs) - connecting computers within a limited area
- Formatting of windows and Making cables like cross over and straight cable
- Good knowledge of LAN/WAN networks, TCP/IP protocols and network technologies
- Installing antivirus protection and Network maintenance
- Configuring wireless routers
- Build and test new managed hardware devices
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
- Monitoring Router, Switch operations
- Fixing network faults
- Installation of new software and hardware
Education
M.C.A - Master of Computer Applications
IGNOU
B.C.A - Bachelor of Computer Applications
IGNOU
10+2 -
Lucknow Christian Inter College
10th -
Church English School
Skills
- Remote Support
- Troubleshooting skills
- Network Troubleshooting
- Hardware and software installation
- Technical Support
- Incident Management
- System Administration
- Ticketing systems
- Remote Technical Support
- Online Chat Support
- Technical Troubleshooting
Languages
Hindi
English
Hobbies and Interests
- Exploring new places (Travelling)
- Playing outdoor Games
Personal Information
- Date of Birth: 12/12/89
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Timeline
O365 Support Engineer
Tech Mahindra Allyis
04.2023 - Current
Office O365 Administrator
Capgemini
05.2022 - 03.2023
IT Analyst (Microsoft O365 Administrator)
HCL Technologies
06.2017 - 05.2022
IT Desktop Support
Sifa Inventech
12.2015 - 06.2017
B.C.A - Bachelor of Computer Applications
IGNOU
10+2 -
Lucknow Christian Inter College
10th -
Church English School
M.C.A - Master of Computer Applications
IGNOU
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