Painting, Travelling, Reading books, Trekking
Shibangi De
Technical Support Advisor
Bangalore
Summary
Forward focused Technical Support Professional with 3 years of technical leadership demonstrating expertise to proactively enhance technology support operations and exceed business objectives. Regarded as a Technical Support engineer, who supports the customers to troubleshoot and resolve complex issues and groom the individuals within the team to become more proficient and utilize their skills to improve the support operations and build a strong team which can tackle any obstacles.
Overview
3
3
years of professional experience
2
2
Certifications
Work History
Support Engineer, Microsoft Office 365 Security and Purview Compliance Management, Microsoft Exchange Online (Email Security) and Identity Access Management
Concentrix Private Limited
Pune
10.2022 - 08.2025
- Have hands on experience in Microsoft 365 Purview technologies like Data Loss Prevention (DLP), Endpoint DLP, Sensitivity labeling, Auditing, mailbox archiving, and eDiscovery
- Also have hands on experience with Exchange Online and Defender for Office 365, which includes email security, knowledge of hybrid mail flow, protection against SPAM, PHISH, SPOOF, Malware, in depth knowledge of the working of SPF, DKIM, DMARC, MX.
- Proficient knowledge and understanding of hybrid environment, Azure AD components with Exchange online and Security and Compliance expertise.
- Mentored and trained engineers on Defender and Compliance technology to upskill and take additional responsibilities and support the team to meet Operational goals.
- Joined as Support Engineer in Microsoft Exchange Online team starting October, 2022.
- Worked with all aspects of troubleshooting related to email security, that includes hybrid migration, issues with inbound and outbound email flow, helped customers protect their environment from SPAM, Malware, Spoofing attacks.
- Helped customer with recovering emails, checking mail flow rules set up, analyze and find out the root cause of an issue with the help of alerts, Auditing, email header analysis and so on.
- Have resolved multiple queries for customers related to cyber crime incidents financial data theft, data forgery, data loss and so on.
- Have also worked in other Security related technologies like Microsoft Defender for Office and Identity Access Management (MFA, RBAC, SSO issues) in collaboration with Purview Compliance.
- Based on technical expertise and improvements, was moved to Outlook support in December 2023.
- Have worked in hybrid environments.
- Communicated and collaborated with multiple Windows teams on collaboration, and provided resolutions for issues like storage, clustering and performance.
- Based on skills and experience, was moved to Office 365 Security and Purview Compliance in June 2024 and was acting as an escalation engineer for support and mentoring of engineers.
- Coordinated the team’s day-to-day operational activities, including case handling, resource allocation, issue resolution, and customer satisfaction.
- Implemented best practices and processes for efficient and effective service delivery, such as root cause analysis, and feedback collection.
- Communicated and collaborated with other teams, partners, and vendors to ensure timely and quality service delivery, escalations, and reporting.
- Communicated with Customer management team to provide proactive engagement between engineer and customer.
Education
Master of Arts - English literature
Assam University
Assam 04.2001 -
Bachelor of Arts - English literature
Gurucharan College
Assam 04.2001 -
Skills
Accomplishments
- Handling Escalations: Handled urgent and challenging cases almost every day to reduce severity and solve complicated problems to ensure customer satisfaction.
- Team Management: As the Acting Escalation engineer from June 2024 onwards, I handled the team’s escalated cases and churned out good scores for the team. I trained engineers to handle cases and different technical scenarios.
Certification
Sc-900 Cert Prep (Issued by Microsoft Press)
Interests
Timeline
Support Engineer, Microsoft Office 365 Security and Purview Compliance Management, Microsoft Exchange Online (Email Security) and Identity Access Management
Concentrix Private Limited
10.2022 - 08.2025
Master of Arts - English literature
Assam University
04.2001 -
Bachelor of Arts - English literature
Gurucharan College
04.2001 -
Personal Skills
- Comprehensive problem-solving abilities.
- Excellent verbal and written communication skills.
- Able to work in high pressure situations.
- Ability to deal with people diplomatically.
- Interested to learn new technology and take new responsibilities.
- Team facilitator and hard working.