Santhoshmohan

Responsibilities with Intel Client:

• Supported L1, SME, and L1.5 support teams and users as an L3 Office/Exchange Engineer.
• Additionally, I had extensive access to admin data for MS Office apps, O365 Office, SharePoint Online, and OneDrive, so I could support end-users and the L1 service desk.
• Managing and maintaining Exchange servers (Exchange Server 2010, 2013, and 2016).
• Rebooting Exchange servers when required.
• Installing CU (Cumulative Update) and SU (Security Update) by following the workflow process.
• Verifying unhealthy or errored databases, and taking appropriate actions to fix the same, so any mailbox issues for end users can be eradicated.
• Monitoring any alerts triggered on exchange servers, taking appropriate actions, and notifying the top tier engineers if required.
• Tracking any email flow issues (via CISCO tracking/admin center) within the domain, external to internal, or vice versa, and taking actions to notify Microsoft to release any quarantined or dropped emails.
• Creating distribution lists and managing with the right permissions.
• Managing server health services, or any exchange-related services, which may impact any server functions.
• Enabling email forwarding or creating rules accordingly over the Outlook client and transport rules over the server.

Responsibilities with the Bausch & Lomb client:

• Role of L2 Engineer (Messaging Team/Exchange Support). |On-Premises, Exchange Server (2016/2019), and Exchange Online to support Bausch & Lomb users with their queries and issues related to Outlook.
• Remotely assisting the end users, including VIP users.
• Includes the creation of user/shared mailboxes, distribution lists, and contacts (external/internal).
• Working on any escalated incidents or tasks from the helpdesk, or any associated B&L team, and resolving the same.
• Working with Microsoft or top-tier engineers in case of any outage.
• Rebooting exchange servers (whenever required, or when there is any Windows patch installed).
• Installing security updates and cumulative updates on Exchange servers.
• Monitoring the server queue, services, message count, server drives, and validating certificates on a daily basis.
• Running the Health Check report (day in and day out), and sending out communication to stakeholders.

• Intel TAC (Technical Assistance Center)
• Intel end users should reach out to us (TAC) for their issues or requests regarding products such as MS Office applications, shared drives, SharePoint, Active Directory, Skype, Cisco phones, small form factors, and personal computing platforms (hardware and software), VPN, etc.
• With control over limited admin or backend data, provide remote assistance to end users.
• Post-September 2018, I used an opportunity to work on an Infosys Limited project, wherein I worked as an L3 Engineer in the Office Productivity Software support group.
• Supported the helpdesk (TAC)/L1 team on the escalated incidents or tasks, with the role of L3 MS Office admin/Exchange support.
• During this period, I worked on Exchange server maintenance, administration, patching, installing cumulative & security updates.

• Apple iTunes/iOS support
• As a fresher, I started to support Apple users with the functionalities, queries, or issues related to iTunes.
• Post then, acted as an SME to support and guide the team (iTunes Support).
• I attended Apple’s “Instructor Qualification Course” and got certified as an instructor to train freshers as an AUX trainer.
• Trained freshers with respect to iTunes support.