Navjot Singh

• Worked as level two and three escalation resource for flight food serving client gate Gourmet, handled daily BAU calls and worked on Major P1 and P2 tickets
• Complete hands-on experience with anti-spam, anti-phishing and securing mail flow for client, detailed analyzing of phishing and spam emails and providing deep synopsis and securing mail flow for entire infrastructure
• Solving critical issue with Outlook and mailbox storage and litigation hold scenarios, implemented retention policy globally for clients
• Providing on call support for clients over weekend
• Resolved all Level one and completed daily admin level task including mailbox creation user disablement license details and monthly report generation
• Worked on free busy related scenario. Created various SOP for service desk and level 2 team

Type : Technical Specialist

Domain: Exchange online, Exchange online protection, Windows defender, Office 365, Teams (user management), Azure AD connect, Azure services

Tools & Environment: Fiddler, MAPI, Network trace, ETL

• Lead Team of Frontline engineer and Escalation from Tier 2 engineer
• Provide Technical action plan to team
• Upskill Team’s knowledge
• Deliver technical Triage to team
• Assist engineer with their TRB (Technical road block) cases, and providing solution for the same
• Monitor cases handle by team and identify areas of improvement for individual engineers
• Deliver training session for engineer as per the identified areas of improvement
• Engage with engineer trough floor support to ensure correct resolution is delivered in timely manner
• Coordinate with TA (Technical advisor) And SEE (support escalation Engineer) from Microsoft
• Raise Bug with product team for any hard-coded issues
• Responsible for case hygiene of team

Type: Break fix team, front line support

Domain: Cloud based service

Tools & Environment: Fiddler, MAPI, Network trace, ETL

• Well verse with Microsoft Outlook Client (2013/ 2016) and troubleshoot configuration, connectivity issues relating to Outlook
• Help administrator to resolve issues related to calendar permission and mailbox delegation
• Help administrators with Migration to Office 365 (Hybrid, Stage, Cut-over, IMAP and Minimal Hybrid Migration)
• Help administrators with creating users and mailboxes in Office365
• Well verse with Microsoft tools within Office365 which helps administrators in recovering any deleted items from their mailboxes
• Help recovering deleted mailbox
• Help updating Token Sign-in, Token Decryption and Self-signed certificates and synchronization with Office365
• Troubleshoot DNS issues with Office 365
• Office 365 Auditing for phishing attacks and account compromised scenario
• Well verse with Office365 Admin and Exchange Admin Center; Domain related issues (Adding and verifying with Office365) and MFCMAPI Tool
• Conducted triages for topics related to Office365 and basic troubleshooting steps
• Knowledge about Active Directory and Directory Synchronization/AAD Connect
• Handling issues related to Password synchronization
• Has knowledge about 'ADFS - Active Directory Federation Services'
• Working on 'Cloud Computing' related issues based on 'Active Directory and O365'
• Handling cases related to exchange-based issue and resolving them ensuring utmost client
• Complete hand on experience on Exchange online protection
• Implementation of Advance threat Protection
• Secure mail flow and routing
• Implantation of DKIM, DMARC, SPF
• Hand on with Anti threat protection such as spoof intelligence, user impersonation

Type : L2

Domain : Cloud IT infrastructure

• Worked as IT support help desk and Technical support line for one of the biggest client ARI
• Providing technical resolutions related to IT and tech issues
• Worked in citrix application as a system access administrator
• Worked in Security access and Active Directories
• Troubleshooting for network related issues
• B2B email handlings for any technical and IT related issues, Troubleshooting on Windows based operating system for clients
• Outlook and Web-based management database troubleshooting
• Engaging Incident Manager on any Severity A scenario
• Incident management-based role
• Part of change approval board
• Complete hands on Windows OS based troubleshooting, re-imaging of machine via network or manually

Type: Break fix team, front line support

Domain: Cloud based service

• Worked as Customer support associate for SWBC finance institute
• Assisted with Home loan disbursement
• Provided complete overview of homeowner policy and the status
• Processing loan and insurance

Type: Banking and finance

Domain: Finance institute