Shikha Rai

Provided end-to-end technical support for Microsoft 365 Exchange Online for enterprise customers across global regions.

Assisted administrators with Outlook connectivity, service configurations, and Exchange Online issue resolution.

Diagnosed and resolved complex mail flow issues including non-delivery reports (NDRs), transport rules, and hybrid mail routing.

Performed mailbox provisioning, restoration, and management tasks to ensure smooth user experience.

Supported Microsoft 365 compliance features such as Data Loss Prevention (DLP), retention policies, and mailbox auditing.

Helped internal stakeholders with Content Search and eDiscovery queries in support of legal and compliance needs.

Troubleshot issues related to migrations from on-premises Exchange to Exchange Online, including hybrid and cutover/staged migrations.

Worked as part of Deloitte’s Internal IT team, specializing in SharePoint support. Aided internal users by troubleshooting SharePoint-related issues and ensuring smooth collaboration and content management within the organization.

• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

• Delivered end-user technical support for enterprise-level customers by diagnosing and resolving hardware, software, and application issues across various platforms.
  
  Ensured timely resolution of technical problems, improving user productivity and satisfaction.
  
  Provided step-by-step guidance and remote assistance, adhering to service level agreements (SLAs) and internal quality standards.

• Handled troubleshooting of Outlook and Microsoft Exchange-related issues, including connectivity, mailbox access, and configuration problems.
  
  Performed Incident Management activities, including logging, prioritizing, and resolving technical incidents within defined SLAs, while coordinating with cross-functional teams to ensure timely resolution.