Prakash. R

• Representing the project as Technical Focal (Support Lead) for the team.
• Been a part of Remote Transition Team and successfully transitioned a project.
• Carried out day-to-day duties accurately and efficiently.
• Improved operations through consistent hard work and dedication.
• Worked with customers to understand needs and provide excellent service.
• Collaborated with team members to achieve target results.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Increased customer satisfaction by resolving issues.

Techinical Details :

• Maintaining & Troubleshooting Exchange 2016, Skype for Business Server 2015 and Microsoft Teams.
• Maintaining & Troubleshooting M365 environment which includes O365, Azure Active Directory, Yammer, Microsoft Teams.
• Maintaining & Troubleshooting and performing upgrade activity for Azure AD Connect.
• Managed DNS and SSL certificate requirements for environment.
• Hands on in One Identity – Active Roles.
• Hands on in Cisco Mail Gateway.
• Heading & Handling BAU activities and performing health check and reporting activities.
• Mentoring and leading the team technically and also conduction knowledge transfer sessions across other teams.
• Being a part of Change implementation and Management.
• Analyze the monthly ticket dump and providing solutions for the repetitive issues.
• Providing reports like MTTR and MTTF , DSAT analysis on monthly basis.
• Experience in exhibiting technical leadership and setting direction with ability to effectively manage and lead a team.
• Single point of contact for Client and internal escalations.
• Responsible for supporting Microsoft Office 365 Exchange Online users using MS Office Outlook 2010, 2013 & 2016 and OWA in Exchange Hybrid environment.
• Provided Tier-2 and Tier-3 level support for resolving tickets escalated by the helpdesk and desktop support teams.

Responsibilities:

• Job functions include extensive troubleshooting support of Microsoft Exchange E-mail environment and Office communication Server environment remotely for Microsoft customers
• Handling issues that are unresolved by level 1 and Level 2.
• Attended Knowledge transfer and stabilized a team having 15 members.
• Experience in exhibiting technical leadership and setting direction with ability to effectively manage and lead a team
• Solution focused professional having good analytical skills, quick learning ability and the ability to adapt for delivering better services to the clients.

• Listened to customers questions and concerns to provide answers or responses.
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Patched software and installed new versions to eliminate security problems and protect data.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.