Nitesh Joshi
Chandigarh,India
Summary
I am an ambitious, confident and dedicated IT Professional with over 9 years' experience in the industry supporting wide range of customers and systems. I am committed to achieving targets with high quality standards and demonstrate a professional approach to work with a strong willingness to contribute to activities beyond the immediate scope of my role. I have excellent communication and collaboration abilities, adept at working within cross-functional teams.
Overview
12
12
years of professional experience
1
1
Certification
Work history
Microsoft 365 Admin
Upwork (Microsoft Amplify)
Remote
08.2024 - Current
- Provide technical assistance for Microsoft 365 products, including Office applications, Exchange Online, SharePoint Online, Teams, OneDrive, and Active Directory.
- Diagnose and resolve user-reported technical problems via phone, email, or support tickets, ensuring timely solutions.
- Engage with users, understanding their needs, and offering clear guidance on technical issues.
- Oversee support incidents, ensuring proper documentation, tracking, and escalation as needed, while adhering to service level agreements (SLAs) to minimize downtime.
- Work with cross-functional teams, including developers, system administrators, and network engineers, to resolve complex issues and integrate M365 services seamlessly into the organization's IT infrastructure.
- Assist in training initiatives for M365 services, conduct sessions, and promote best practices to enhance user productivity and maximize the utilization of M365 features.
Senior IT Support Engineer
Artius Designs Limited
Remote
04.2021 - Current
- Configured and maintained Microsoft 365 services, including Microsoft Entra ID, Exchange Online, SharePoint Online, OneDrive for Business, and Teams.
- Using PowerShell Commands and PowerShell Scripts.
- Testing and resolving issues related to Microsoft 365 Defender, EOP.
- Creating and testing DLP, eDiscovery and data lifecycle management in Microsoft Purview Compliance Portal.
- Managing Microsoft Defender for Endpoint and Microsoft Entra for Identity and Access Management.
- Troubleshooting issues related to Windows, MacOS and Linux.
- Providing support for end user devices, OS, printers, peripherals, MS Office and bespoke applications and user connectivity.
- Implemented backup and disaster recovery solutions to protect critical data and minimize downtime.
- Provided recommendations for IT systems upgrades, network improvements, and security enhancements.
- Familiar and understanding of ITIL processes and best practices.
- Knowledge of Firewalls, IDS/IPS.
Technical Support Team Leader
Wicresoft (Microsoft China Company)
Shanghai, China
12.2019 - 09.2020
- Led a team of 50 engineers responsible for supporting Microsoft 365 enterprise customers.
- Subject Matter Expert (SME) on myriad topics like Exchange Online, SharePoint Online, Teams, Outlook and Exchange Mail flow.
- Assisted engineers and customers to resolve issues related to DLP, eDiscovery and data lifecycle management in Microsoft Purview Compliance Portal.
- Ensured proper and accurate Team Lead reviews are documented in the case in the form of Team Lead logs.
- Handled escalation requests initiated by Team Managers/Support Engineer/Customers as per organization's policy for escalating cases whilst ensuring that proper expectations are set with customers upfront.
- Handled Technical Recovery requests initiated by the Team Manager/Support Engineer.
- Ensured team meets daily and monthly performance targets.
- Knowledge of device enrolment methods for iOS, Android, macOS and Microsoft Windows.
- Knowledge of apps deployment using Intune. Securing data and preventing data leakage using MAM policies.
Technical Support Engineer
Wicresoft (Microsoft China Company)
Shanghai, China
05.2018 - 11.2019
- Provided 24/7 technical support to Microsoft APAC, EMEA and NOAM customers who required assistance with Microsoft 365.
- Assisted customers on emails and outbound calls to help resolve their break fix issues.
- Timely followed up with customer to ensure proper resolution of issues and request feedback to improve training methods and service delivery.
- Assisted customers in resolving issues related to DNS Records.
- Managed and resolved issues related to custom domains in Microsoft 365.
- Assisted customers with PowerShell cmdlets and PowerShell script.
- Dealt with queries related to the account compromise issue and provided an action plan which helps prevent this from happening again in the future.
- Helped customers in understanding Conditional Access and Azure Active Directory.
- Resolved On Premise-Cloud Identity synchronization related issues.
- Assisted customers to resolve issues occurred while performing email migration.
- Assisted customers with issues related to Microsoft Teams calling, synching, voice, messaging policies and Meetings.
- Helped customers resolving issues related to SharePoint Online site permissions, organizational sharing and access control.
- Assisted customers in understanding and resolving issues related to Microsoft Purview and Microsoft 365 Defender.
- Documented IT Support helpdesk jobs in line with Standard Operating Procedures (SOP).
IT System Administrator
Ortech India Corporation
Chandigarh, India
01.2017 - 02.2018
- Installed and configured Windows OS, Windows Server and Linux OS.
- Configured anti-virus and anti-malware on end-systems.
- Installed, configured and maintained email clients like MS Outlook, Outlook express.
- Managed users and groups in Active Directory and Microsoft 365 Admin Portal.
- Diagnosed hardware and software problems, arranging remedial action.
- Maintained up-to-date computer hardware, systems software and applications software.
- Served as point of contact, providing technical support to team.
IT Support Analyst
eCore Techno Solutions Pvt Ltd
Chandigarh, India
07.2013 - 11.2016
- Created users, conducted backup and restoration, and carried out general network administration.
- Maintained up to date asset register of all hardware and software to stay compliant with licensing legislation.
- Provided technical assistance to internal users with hardware, software and network security issues.
- Created users and groups in Active Directory on Windows Server.
- Created group policy objects to deploy settings to users and computers.
- Configured and installed Routers, switches & wireless controllers.
- Ensuring data security by using anti-malware software, firewalls and applying safe IT practices to prevent security vulnerabilities.
- Updated operating systems and applications to latest versions to fix security and performance issues.
Education
Master of Science - Network and Information Security
Kingston University London
United KingdomBachelor of Science - Computer Applications
Manav Bharti University
India06.2013
Skills
- Microsoft 365 Administration
- Microsoft Endpoint Management (MEM)
- Microsoft Purview
- Microsoft Sentinel
- Active Directory, Azure Active Directory (Entra ID)
- Microsoft Azure
- Microsoft Teams
- PowerShell
- Microsoft Windows Server, Microsoft Windows OS, MacOS, Linux
- Virtualisation - Hyper-V, VMWare and Oracle VirtualBox
- TCP/IP Networking
- Data Protection Act and GDPR
- Problem Solving, Troubleshooting and Issue Resolution Management
Certification
- Microsoft Certified: Azure Administrator Associate - AZ-104
- Microsoft 365 Certified: Security Administrator Associate - MS-500
- Microsoft Certified: Security Operations Analyst Associate - SC-200
- Microsoft Security, Compliance, and Identity Fundamentals - SC-900
- Microsoft 365 Certified Fundamentals -MS-900
- Fortinet Network Security Expert Level 1: Certified Associate
- Cisco Certified Network Associate
- Cisco Certified Design Associate
Languages
English
Fluent
Norwegian
Elementary
Affiliations
- Meditation
- Reading
- Playing Chess
- Cooking
- Travelling and Exploring
- Technology and Gadgets
References
References available upon request.
Timeline
Microsoft 365 Admin
Upwork (Microsoft Amplify)
08.2024 - Current
Senior IT Support Engineer
Artius Designs Limited
04.2021 - Current
Technical Support Team Leader
Wicresoft (Microsoft China Company)
12.2019 - 09.2020
Technical Support Engineer
Wicresoft (Microsoft China Company)
05.2018 - 11.2019
IT System Administrator
Ortech India Corporation
01.2017 - 02.2018
IT Support Analyst
eCore Techno Solutions Pvt Ltd
07.2013 - 11.2016
Master of Science - Network and Information Security
Kingston University London
Bachelor of Science - Computer Applications
Manav Bharti University
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