Rohan K Antony
Thrissur
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
5
5
years of professional experience
Work History
Technology Analyst
Infosys Ltd.
01.2024 - Current
- Guide customers in onboarding their organizations to Office 365 services such as Azure, Exchange Online, SharePoint Online, Office 365.
- Responsible for delivering an enjoyable and seamless onboarding experience from other on-premises or cloud platforms to Office 365.
- Provide technical support for Small Business customers from various Office 365 products and services (some Enterprise level services).
- Utilize Azure AD and/or existing PowerShell scripts to customize clients' Office 365 portal.
- Respond to customer tickets/e-mails via RAVE and DFM and assist in resolving Office 365 related issues/concerns.
- Resolve Office 365 configuration issues.
- Manage SLA tickets via Parature.
- 100% Remote Position.
Senior Systems Engineer
Infosys Ltd.
07.2022 - 12.2023
- Guide customers in onboarding their organizations to Office 365 services such as Azure, Exchange Online, SharePoint
Online, Office 365. - Responsible for delivering an enjoyable and seamless onboarding experience from other on-premises or cloud platforms to
Office 365. - Provide technical support for Small Business customers from various Office 365 products and services (some Enterprise
level services). - Utilize Azure AD and/or existing PowerShell scripts to customize clients' Office 365 portal.
- Respond to customer tickets/e-mails via RAVE and DFM and assist in resolving Office 365 related issues/concerns.
- Resolve Office 365 configuration issues.
- Manage SLA tickets via Parature.
- 100% Remote Position.
Project Engineer
Wipro Limited
09.2019 - 06.2022
- Provided top-notch support to end-users, addressing their concerns and improving overall satisfaction with the platform.
- Assisted with maintaining SharePoint 2013 infrastructure with activities such as CU Patching,Deployment,Password Reset,Certificate Renewal
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Helped with developing automations for monitoring SharePoint 2013 Infrastructure
- Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods.
Education
Bachelor of Computer Science -
Sahrdaya College Of Engineering
Thrissur, India06.2019
XII - Computer Maths
NirmalaMatha Central School
Thrissur, India05.2015
High School -
NirmalaMatha Central School
Thrissur, India05.2013
Skills
- ITIL Processes
- System Troubleshooting
- Problem-Solving
- Application support
- Customer Support
- Remote Diagnostics
- Security management
- PowerShell Scripting
- Office 365 Administration
- Teamwork and Collaboration
- Excellent Communication
- CMAT,DFM,RAVE,CST
Timeline
Technology Analyst
Infosys Ltd.
01.2024 - Current
Senior Systems Engineer
Infosys Ltd.
07.2022 - 12.2023
Project Engineer
Wipro Limited
09.2019 - 06.2022
Bachelor of Computer Science -
Sahrdaya College Of Engineering
XII - Computer Maths
NirmalaMatha Central School
High School -
NirmalaMatha Central School