Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Timeline
Generic

Santosh A Rao

Bangalore

Summary

Over 20 years of diverse IT experience in Telecom, Media, and Financial sectors. Proven track record in designing, implementing, supporting, and managing infrastructure services. Skilled in 24x7 environments, handling high transactions, high availability setups effectively.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Manager – Infra N&T Admin

Northern Trust Operation Solutions
Bangalore
01.2022 - Current
  • Managed group of specialists in Unified Communication area of Digital Workplace.
  • Managed daily operations, project delivery, and technical improvements.
  • Led cross-functional teams to facilitate technical and design implementation of messaging services.
  • Led Microsoft 365 deployment to optimize user satisfaction.
  • Ensured compliance with SLA requirements through effective management of service provider interactions.
  • Managed major incidents in unified communication systems to ensure resolution.
  • Mentor and coach team members, resulting in improved employee satisfaction.
  • Built strong relationships with leaders from various technologies, enhancing productivity.
  • Managed and scheduled support team to ensure adherence to IT best practices.
  • I have received the CTO award of the year 2022.

Architect

Fiserv, Inc
Bangalore
01.2015 - 01.2022
  • Responsible for design, configuration, implementation, and maintenance of Fiserv’s enterprise messaging environment, including Office 365 and Exchange 2016/2010.
  • Role also includes supporting applications including, but not limited to, Office 365 Suite, Microsoft Exchange 2016/2010, Cisco IronPort, Mandiant FireEye, Sentiron Sendmail, Proofpoint Protection Server, Windows Server 2012/2008, and Microsoft PowerShell.
  • Responsible for all components of Office 365, including Intune, OneDrive, Skype for Business, Teams, Yammer, and SharePoint.
  • Lead engineer in Fiserv’s migration to Office 365 and Exchange Online, to include all mailboxes, distribution groups, and public folders.
  • Responsible for all legal and compliance support within O365 Security and Compliance, including Threat Management, Search and eDiscovery, Litigation Hold, and Information Governance.
  • Work closely with Security teams to implement DLP solutions in the environment and accommodate different ad-hoc security requirements, and testing.
  • Conducted a proof of concept on Microsoft CASB and Symantec CASB solutions.
  • Responsible for all configurations under Security, Compliance, and Microsoft O365.
  • Responsible for all company messaging, infrastructure engineering projects, and day-to-day Tier 3 support.
  • Implemented single sign-on (SSO) authentication method with Office 365, and configured DirSync and ADFS for Active Directory synchronisation.
  • Troubleshooting experience with Outlook, Exchange Server, ActiveSync, and OWA.
  • Prepared on-premises AD infrastructure for migration effort by using the IDFIX tool for directory clean-up.
  • Responsible for the documentation of the Microsoft O365, Exchange, and messaging computing environment.
  • Knowledge of Office Enterprise 365 E1, E3, E4, and E5.
  • Responsible for a team of Tier 2 and Tier 3 engineers, troubleshooting associate and client incidents and requests in all areas of O365, and the company messaging infrastructure.
  • Implementation of all third-party device technologies for messaging in the organisation.
  • Analyse the existing infrastructure and provide recommendations on the best practices.
  • Work closely with the Systems Engineering and Identity Management teams on Azure Active Directory architecture, implementation, and support.
  • Migrated 30,000 users from Exchange 2010 to Office 365, along with AADC and ADFS configured for SSO.
  • Decommissioned Exchange 2007 and 2010 servers from the on-premises environment.
  • Designing and implementing the DR solution for Exchange services, and email routing solutions.
  • Implementation of Microsoft Teams for the whole organisation.
  • Implementation of OneDrive for Business for all employees in the organisation.

Technical Advisor

Microsoft Corporation
Bangalore
08.2010 - 01.2015
  • The Enterprise Communications Support team is responsible for delivering Exchange Server support for enterprise-level customers of Microsoft.
  • A Technical Advisor works with the Support Engineering community and customers on delivering high-quality incident resolution through root cause analysis, prevention, and knowledge transfer for all supported Exchange versions. (Exchange 2003, 2007, 2010, 2013).
  • Responsible for enhancing the performance of a team of Support Engineers, including the areas of customer satisfaction, technical expertise, and timeliness of support delivery.
  • The Technical Advisor will monitor and enhance the technical performance of the team in the areas of products, customer satisfaction, employee satisfaction, and employee technical development, as well as contribute to the goal of quality support by providing technical feedback.
  • Ensuring case (incident) wellness, and coaching/mentoring the team.
  • Identifying Premier CPE (Customer/Partner Experience) risks and following collaboration techniques to ensure great support.
  • Deliver actionable, data-driven feedback to the Business Groups (BGs) on product quality, market share, and deployment blockers through Beta.
  • Regular Technical (SDQF-Service Delivery Quality Framework) reviews and contributions towards optimising case management and resolution.
  • Assess and develop the technical capabilities of engineers through mentoring, technical 1:1s, observed behaviours, and case reviews.
  • Actively sharing knowledge through content, collaboration, and opportunities.
  • Developing a customer-centric culture by collaborating across teams, acting on issues that impact customer experience with Microsoft, assisting others in delivering results, and maintaining a forward-looking and external-focused perspective.
  • Participation in hiring.
  • Generating leads or educating by identifying opportunities while engaging with customers in an effective, complete conversation.
  • Identifying Premier Service offerings that might be relevant to the customer environment, such as workshops, chalk and talk, or RAP (Rapid Assistance Programme).
  • Strict adherence to the Microsoft process and driving it within the team.
  • Accurate labour tracking of customer direct and non-incident activity tracking (NIAT) times.
  • Proactively helping the team in managing the case idleness and improving the initial response as per SLA.
  • ACE award for FY 2012 and 2014 as the Best Performer and Best Advisor, respectively.

Systems Engineer

Thomson Reuters
Bangalore
07.2006 - 08.2010
  • Responsible for delivering Active Directory L3 support for Thomson AD servers.
  • Server monitoring, incident reporting, and change management based on ITIL process.
  • Reviewing SCOM reports, SPAM, antivirus, and archive management on a daily basis.
  • Account Management: Account Administration, Distribution List management, Group/Shared/Functional mailbox management, Mailbox Management, and content filter administration.
  • Account Support: Ticket handling for Active Directory and messaging issues.
  • BlackBerry Server Administration.
  • Service provisioning for users raised through the internal ticketing tool.
  • Troubleshooting Active Directory-related issues (reactive).
  • Awarded for Excellence in Performance for the year 2009.

Engineer – Managed Services Group

Network Solutions (An IBM company)
Bangalore
02.2005 - 07.2006
  • Attending Escalated Issues being Senior Desktop Support Engineer.
  • Training the new joined Desktop Support Engineers.
  • Managing the Printers / Print Server.
  • Installation of OS and standard software’s.
  • Troubleshooting of Microsoft Outlook related problems.
  • Troubleshooting basic n/w related problems.

Education

Bachelor of Science - (Information Technology)

Bangalore University
Karnataka, India

Skills

  • Team leadership
  • Strategic planning
  • Decision making
  • Staff development
  • Documentation and reporting
  • Staff training and development
  • Complex problem-solving
  • Clear communication
  • Coaching and mentoring
  • Cross-functional team management

Certification

  • ITIL V3 certified
  • Exam 70-321: Deploying Office 365
  • Exam 70-323: Administering Office 365

Disclaimer

I certify that the above information provided by me is true to the best of my knowledge.

Timeline

Manager – Infra N&T Admin

Northern Trust Operation Solutions
01.2022 - Current

Architect

Fiserv, Inc
01.2015 - 01.2022

Technical Advisor

Microsoft Corporation
08.2010 - 01.2015

Systems Engineer

Thomson Reuters
07.2006 - 08.2010

Engineer – Managed Services Group

Network Solutions (An IBM company)
02.2005 - 07.2006

Bachelor of Science - (Information Technology)

Bangalore University

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Santosh A Rao