SHAILI TRIVEDI

Working as an analyst for the exchange team.

• Responsible for the daily operation and management of the exchange environment as part of a global team.
• The role provides technical support and services to the global client.
• Act as the ongoing interface between the client and the system or application.
• Deploying Recipient/User Management protocols for managing resources like mailboxes, distribution lists, dynamic distribution lists, and O365 group, O365, mailboxes, shared mailboxes, calendars, room mailboxes, mail contact, mail users.
• Manage mail routing and mail flow-related issues.
• Worked as a part of the post mailbox migration team and handled issues related to the post migration of users' mailboxes, shared mailbox.
• Encryption of domain and and adding domain using Proofpoint.
• Helping to configure and manage cloud services, and acting as a liaison between Microsoft and the Office 365 user base; understanding clients' need to implement and configure work on Proofpoint to check.
• Working on ServiceNow ticket tool to communicate with B2B users.
• Managing other Office 365 product-related issues: Outlook, MS Teams, SharePoint, OneDrive for Business, and other Office Suite applications.
• Creating a knowledge base for the team and providing them with technical expertise.
• Knowledge of Gateway Protocols: SIP, MGCP, H.323.
• Created CISCO Desk Phone profile by using MAC address.
• Perform the monthly cleanup process of unwanted, remove (disable) IP phones from CUCM server.
• Coordinate with the site engineer and troubleshoot physical connectivity and configuration issues.
• Provide MS Teams External calling feature on the MS Teams Admin Center page.
• Working with vendors like Verizon and Cisco for troubleshooting issues.
• Connect with the user on Teams/Mail for troubleshooting inbound and outbound call issues.
• Upgrade the phones from CISCO to Webex by MPP Firmware on the Webex console page.
• Maintain the ticket quality and SLA.