Roxayne Paynter
Bangalore
Summary
Focused on the efficient management and administration of Microsoft's Office 365 suite as well as email security including Proofpoint. Ensures the smooth operation of M365 products addressing technical issues, configuring user accounts, and implementing security measures.
Overview
7
7
years of professional experience
Work History
OFFICE 365 ANALYST
Koch Business Solutions
02.2023 - Current
- Being an active member of global team that works with and has ownership of O365 products: Exchange, SharePoint Online, Cloud Voice, Yammer, Microsoft Delve, OneDrive for Business, PowerApps and Flow, Power BI, Teams, Sway, To-Do, Stream, Forms, Planner
- Familiar with Proofpoint services such as Proofpoint admin portal, TAP, EFD, TLS encryption, Whitelisting emails, adding bulk mail exceptions, report FP/FN
- Familiarity with DMARC, SPF and DKIM
- Working and collaborating with Proofpoint to ensure we have the most secure environment
- Set standards and configurations based on standardized policies for Office 365 technologies
- Actively seek and share knowledge and engage with our customers and business partners through multiple collaboration channels (Yammer, Teams)
- Create documentation that is easily consumed by a global audience by both customers and support organizations
- Help evaluate compliance and risk of products and features
- Exercise product knowledge to identify and build automation processes that remove manual work
- Strong working knowledge/experience with SharePoint Online, Exchange, and Power Platform
TECHNICAL SUPPORT SPECIALIST
Koch Business Solutions
10.2021 - 01.2023
- Worked on multiple tickets relating to O365 products like SharePoint, Exchange, Excel, Outlook which required collaboration with Microsoft directly, created articles for the same.
- Acted as level 2 support after Service desk.
- Troubleshooting issues related to hardware, network connectivity, printers, and software applications
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with Tier 3 teams to escalate and address complex issues.
SERVICE DESK ASSOCIATE
Koch Business Solutions
12.2020 - 10.2021
- Resolved common user concerns by utilizing Knowledge articles as well as online resources
- Managed approximately 100-150 chats and calls per day.
- Engaged in user support interactions via telephone, chat platforms
- Acted as first point of contact for customer support.
- Documenting processes and maintaining service desk records
- Collaborating with internal departments to ensure that IT needs are met
MAJOR INCIDENT COORDINATOR
IBM - BANK OF IRELAND
01.2020 - 12.2020
- Delivered services to customer locations within specific timeframes
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Acted as a medium before Service Desk and Incident Management to ensure P2/P3 tickets are investigated right away
- Generated monthly reports about the P2/P3 tickets generated each month
- Communicate appropriate updates to users contacting the Service Desk
- Ensure that customers confirm resolution before closure of the tickets
CUSTOMER SERVICE REPRESENTATIVE
IBM - BANK OF IRELAND
03.2018 - 01.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Assist users via Calls
- Troubleshooting issues related to hardware, network connectivity, printers, and software applications
- Documenting processes and maintaining service desk records
- Collaborating with internal departments to ensure that IT needs are met
Education
B.Tech - Computer SCIENCE
Cusat
Class 12 -
Chinmaya Vidyalaya
12.2013
High School - undefined
Chinmaya Vidyalaya
12.2011
Skills
- Microsoft Forms
- Email Management
- Proofpoint
- SharePoint
- M365 Defender
- M365 Admin Center
- M365 Entra
- Yammer
- Teams
- App registrations/GTE
- Exchange
- Sharepoint
- Microsoft Office
- PowerShell
- Process enhancement
Accomplishments
- Shining Star Award (IBM)
- Most Punctual Award (IBM)
- Quality Champion (IBM)
- AHT Champion (IBM)
- KGS India Technology Services Townhall - Recognitions (KBS)
Timeline
OFFICE 365 ANALYST
Koch Business Solutions
02.2023 - Current
TECHNICAL SUPPORT SPECIALIST
Koch Business Solutions
10.2021 - 01.2023
SERVICE DESK ASSOCIATE
Koch Business Solutions
12.2020 - 10.2021
MAJOR INCIDENT COORDINATOR
IBM - BANK OF IRELAND
01.2020 - 12.2020
CUSTOMER SERVICE REPRESENTATIVE
IBM - BANK OF IRELAND
03.2018 - 01.2020
High School - undefined
Chinmaya Vidyalaya
B.Tech - Computer SCIENCE
Cusat
Class 12 -
Chinmaya Vidyalaya
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