Pooja Iliger

• Provide technical support for Microsoft 365 and Hosted Exchange (HEX) environments, resolving issues related to mail flow, DNS, Active Directory, authentication, synchronization, and mobile device configuration via phone and email.
• Troubleshoot and resolve complex O365 application issues including Outlook, Teams, OneDrive, SharePoint, and Intune across Windows, MacOS, iOS, and Android platforms.
• Manage and update cases in Oracle ticketing system, ensuring accurate documentation, SLA adherence, and timely customer communication.
• Collaborate with Tier 2 and Tier 3 engineers on technical escalations, bug fixes, and feature requests, escalating appropriately based on complexity.
• Guide customers and partners through disaster recovery after account compromise incidents, ensuring minimal impact on operations and data
• Create, update, and maintain knowledge base articles to capture new troubleshooting methods, clarify existing documentation, and improve resolution efficiency.
• Monitor and analyze case trends to identify recurring issues, contributing insights to product and process improvement initiatives.
• Deliver exceptional customer service by managing difficult cases with professionalism and maintaining 95%-100% CSAT all quarters and accuracy metrics.
• Stay current with O365/HEX updates, internal process changes, and security best practices to meet evolving support requirements.

• Provided messaging, mobility, and application support for one year, ensuring smooth operations and timely issue resolution.
• Promoted to Subject Matter Expert (SME), leading and supporting a team of 20+ representatives with on-floor guidance.
• Delivered real-time escalation support, improving first-call resolution and case accuracy.
• Drove knowledge base improvements, keeping troubleshooting documentation accurate and effective.
• Inspired, coached, and motivated team members, fostering a culture of excellence and consistently exceeding customer satisfaction targets.

Project- DB Coast

• Responded to customer needs with competent service and prompt problem-solving.
• Handled an average of 20-30 chats and calls per day and , addressing inquiries, resolving issues, and providing accurate information.
• Served as Escalation Manager within the DB support feedback team, ensuring effective handling of complex cases.
• Resolved customer complaints with timely and effective solutions, improving satisfaction and retention.