Shaili Tyagi
New Delhi
Summary
I have around 4+ years of experience in the ITES & software industry of experience in managing Windows Server, azure cloud, O365 and M365 services. I have experience in IT windows System admin Specialist hands-on experience delivering Production support, service desk, managing IT operations, and supporting clients with a variety of technical issues. Skilled in aligning clients' needs with long- term resolution challenges to complex. I am skilled in handling all types of laptop and desktop issues/requests remotely. Experienced and attentive corporate trainer adept at crafting lessons tailored to individual group dynamics and training requirements. Goal-oriented, enterprising, and skilled in public speaking, relationship-building, and communication.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Corporate Trainer
Koenig Solutions PVT LTD
06.2023 - 07.2024
- Joined Koenig as a Corporate Trainer and was promoted to a Microsoft certified trainer within one year after clearing the MCT evaluation from Microsoft.
- Deliver quality trainings to the clients from different geographic locations on various Microsoft courses like MS100, MS102, MS700, MS900, etc.
- Deliver online and offline trainings according to the client's requirement.
- Create labs and qubit tests to make sessions more interactive with clients, and provide hands-on experience with training content.
- Sometimes customize the course as well, according to the client's demand.
- Attend tech calls to clear doubts and queries of the clients related to the course and classroom structure, encourage them, and provide them with the right guidance by helping them to select the right course according to their requirements.
- Continuously monitor the client's performance during each day of the session by taking a qubit test and checking lab performance.
- Designing activities that stimulate learning and encourage participation.
- Researching and keeping up to date with new training techniques.
- Facilitating and assessing learning through a variety of methods.
- Maintaining accurate records of learners' progress and attendance.
- Analyzed training data to evaluate effectiveness of programs and suggest improvements as needed.
- Designed and delivered presentations, workshops, and webinars on various topics relevant to corporate training.
- Provided individual coaching sessions for employees who needed additional support with their job duties.
- Built relationships with vendors in order to acquire necessary materials or services for trainings.
- Participated in professional development seminars or conferences relating to corporate training techniques.
IT Analyst
Publicis Resources (TLG India PVT LTD)
12.2021 - 06.2023
- Microsoft 365 Administration: Grant or Revoke Access and License for any O365 Product and M365 Product.
- Technical Support for all O365 Apps and M365 Apps.
- Microsoft Exchange: Create & Maintain Distribution Lists, Dynamic Distribution Lists, Shared Mailboxes, M365 Groups, etc.
- Manage and administrator of Azure AD & MFA services.
- Installing, configuring, and maintaining Windows Server 2012, 2016, and 2019.
- Monitor and maintain server performance and availability, troubleshooting OS issues.
- Providing SLA-based support on day-to-day issues and managing incidents that occurred in the global environment, and working for the end-to-end resolution.
- Production Support - Monitors ticket queue, responds to daily system events, troubleshoots, diagnoses, and resolves software problems.
- Remotely managing, monitoring, installing, upgrading, configuring, and troubleshooting Windows applications.
- Administrator, Active Directory users, and groups permissions.
- Worked on permissions on network groups, network shared drives, and Maintaining Users Accounts (ID Creation, Deletion, ID unlock, Sharing and Security Permissions, etc
- Windows Server Management and End user Management - Remote Support
- Working with Level 2 and Level 3 support teams to get the issue resolved ASAP by driving the Bridge Line.
- Handling the Incident, Task& Service Request with the help of the SNOW (service now) ticketing tool
- Managed Office 365 tenants, including email addresses, domains, and administrators.
- Creating and managing Exchange recipients like users, groups, mailbox, and mailbox policy.
- Manage user mailbox assigned, permission to user mailbox.
- Troubleshooting mail flow, mailboxes, OWA, Outlook, ActiveSync.
- Respond to end-user issues that have escalated from Desktop Support.
- Working with teams& internal clients from APAC, EMEA, AMER countries (US, Canada, SGP, Germany, UK, etc.) To drive various projects.
Jr. Associate
Concentrix Daksh
09.2020 - 11.2021
- Troubleshoot and customize Office 365 applications including Word, Excel, One Note, MS Teams, Outlook, Power Point etc
- Microsoft 365 Administration: Grant or Revoke Access and License for any O365 Product
- Troubleshoot and resolve hardware/software/network issues, escalating when required
- Process and resolve IT helpdesk tickets using Zendesk enterprise service management software
- Update and close Help Desk tickets in a timely manner to reflect action taken and status
- Have administrator rights to provide technical software, hardware and network problem resolution to all end-user computer and peripheral equipment on domain for a Windows 10
- Provide technical support by performing installation and repair; identify, evaluate, and solve end-user's workstation problems, support and train end-users
- Windows 10, 11 as needed
- Use Active Directory to unlock/reset/disable user's accounts of the network
- Install, Configure & maintain a wide range of software applications on Workstations with remote support.
Jr. Associate
I energizer PVT LTD
06.2019 - 03.2020
- Attracts potential customers by answering product and service questions, suggesting information about other products and services.
- Maintains customer records by updating account information.
- Resolves product issues (customer complaints) by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up-to ensure resolution
- May compile and provide reports on overall customer satisfaction.
- Reviewed purchase requisitions for accuracy prior to submission for approval.
- Developed strategies to improve customer satisfaction ratings.
- Answered incoming calls from customers seeking assistance or information.
- Provided support to sales team members by preparing product information sheets and brochures.
Education
Bachelor of Technology (E.C.E) -
AKTU
01.2019
Intermediate (PCM) -
CBSE
01.2015
Skills
- Administration and Configuration
- Microsoft 365
- Microsoft Entra ID
- M365 admin center
- PowerShell
- Exchange Online
- SharePoint
- Teams
- OneDrive
- Exchange
- Security and Compliance
- Data Protection
- Regulatory Compliance
- Risk Assessment
- Troubleshooting and Support
- Technical Support
Certification
- MCTC: Microsoft Certified Trainer
- MS900: Microsoft 365 fundamentals
- MS102: Microsoft 365 administrator
- MS700: Microsoft teams administrator
- AZ900: Azure fundamentals
- AZ104: Microsoft azure administrator
- AZ400: Designing and implementing Microsoft DevOps solutions
- AZ500: Microsoft azure security technology
- MD102: Endpoint administrator
- SC900: Microsoft security, compliance and identity fundamentals
- SC300: Microsoft identity and access administrator
Toolset
- User account and management - m365 admin center, Microsoft Entra Id center, Microsoft PowerShell
- Device management - ConnectWise, Microsoft Intune
- Email system - Exchange Server 2016/19, Exchange online.
- Servers and platforms - Windows Server 2012/2016, Client OS 7/8/10/11.
- Remote Tool- Bomgar, Team viewer, Quick support, screenconnect etc.
- Incident management Tools - OTRS, Service Now, Jira, Zendesk, freshdesk etc.
- Security and policy - MS Defender XDR, MS Purview compliance, EMS etc.
- Others - OnPrem Active Directory, O365, M365 etc.
Disclaimer
To view of above qualification, I hope that you will kindly consider about me and give me a chance to working with your organization in a kind control, for which I will be ever grateful. I assure that I always devote myself to give you entire satisfaction from my work. If you require any further information I will ready always to furnish them.
Timeline
Corporate Trainer
Koenig Solutions PVT LTD
06.2023 - 07.2024
IT Analyst
Publicis Resources (TLG India PVT LTD)
12.2021 - 06.2023
Jr. Associate
Concentrix Daksh
09.2020 - 11.2021
Jr. Associate
I energizer PVT LTD
06.2019 - 03.2020
Bachelor of Technology (E.C.E) -
AKTU
Intermediate (PCM) -
CBSE
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