Hi, I’m
Simranjeet Singh
Senior Specialist
New Delhi
Summary
To achieve professional satisfaction, career progression and personal development by working in a competitive learning environment that improves technical and communicational skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
years of professional experience
17
years of post-secondary education
1
Language
Work History
HCL TechnologiesNew Delhi
Level 2 (Senior Specialist)
07.2021 - Current
Job overview
- Coordinates, communicates, and documents all issues, as discussed with Clients
- Helping users with O365 issues related to Outlook, Teams and one drive
- Assist users with Outlook profile issues, mailbox size issues license, group memberships etc.
- Responsible for end-to-end management and troubleshooting of Windows, Mac, iOS, Android, Rugged, HoloLens devices including but not limited to OS, Application, Configuration, Compliance management
- Perform complex resolution activities to diagnose issues (related to application deployment, configuration issue, etc.) and perform Quality Assurance focusing on end user experience.
- Work with various teams to complete solution as per requirement/request from business.
- In-depth knowledge to create and configure MDM policies
- Create and Deploy applications (LOB/Win32/Store Apps/etc.) using Intune i.e., managing application lifecycle.
- Managing Software Updates and Feature Updates for Windows 10
- Managing OS Upgrades for Windows, Mac, iOS, Android.
- "Windows Autopilot” deployment experience using Azure/Intune.
- Experience in device management for Windows, iOS/iPadOS, macOS, Android.
- Experience in configuring and managing Configuration Profiles, Compliance Policies, Defender policies, Firewall rules etc.
- Working knowledge of PowerShell scripting
- Excellent teamwork skills balanced with the ability to work independently
- Sharing weekly learnings with SD to enhance the work culture knowledge
- Serves as a liaison between the Clients and the appropriate Operation departments
- Adhere to deadlines (SLA/OLA), and changes utilizing the appropriate tools
- Following ITIL framework for identifying, planning, delivering and supporting IT services to the business
- Ensure the fastest possible solution, during crisis and outages
- Make sure that the process update received from the client are shared by the team for smooth functioning of the process
- Escalate the issue to the Global Admin In case the issue is not resolved
- Enhanced team productivity by implementing efficient project management strategies.
- Ensured compliance with industry regulations by keeping abreast of changes in legislation and updating internal policies accordingly.
- Led a team of professionals in executing strategic objectives, achieving key milestones ahead of schedule.
ConcentrixNew Delhi
Microsoft Senior Support Engineer
05.2019 - 07.2021
Job overview
- Troubleshooting, managing, and resolving customer issues and escalations
- Gathering and validating information related to specific service requests
- Providing issue coordination and resolution management
- Microsoft office professional plus: installation and setup assistance
- Break Fix: Configuration failure issues
- Outlook complete assistance with all licenses and subscription
- Break fix feature functionality failure of Office 365 core services
- Synchronization of on-premise mailboxes
- Configuration of: Single Sign ON (SSO), Active Directory Domain Services Synchronization
- Domain addition and verification
- Handling problem related to Outlook and Calendar issue, MFCMAPI to manage outlook
- Mailbox administration like enabling forwarding setting mailbox limits, granting mailbox right and delegation
- Knowledge and working on Basic Microsoft Exchange PowerShell commands needed to manage exchange feature, mailbox performance and troubleshooting
- Knowledge on Retention Policy, compliance and security management, distribution and dynamic distribution groups, O365 groups
- Permission on OWA policies, creating and customizing mail flow via transport rules
- Managing Licenses to provision mailbox in cloud, mailbox recovery
- Hands on experience on Mail flow, Exchange Online protection, Transport rule and SMTP relay
- Handling other issues with Security and compliance reports and Exchange control panel
- Managing issues related to Education tenants in office 365 like bookings and whiteboard.
- Ensuring operational health of O365 Suite Applications including security, availability, performance, interoperability, and reliability.
- Troubleshoot various Office 365 issues including connectivity and mobility.
- Administer and support Office 365 and MS Exchange policies
- Administer and support system backup and disaster recovery processes
- Update Ticket technical details, document new processes, create guidelines for new solutions, update infrastructure documentation
- Increased first-call resolution rates by providing clear communication on technical concepts to non-technical users.
- Enhanced system performance by troubleshooting complex software and hardware issues.
- Strengthened relationships with clients through consistent follow-ups post-resolution to ensure ongoing satisfaction with support services.
- Mentored junior support engineers, fostering positive learning environment and promoting professional growth.
- Conducted remote diagnostics and provided timely resolutions to client's technical issues.
- Improved incident resolution times through utilization of effective troubleshooting methodologies.
- Communicated with clients to verify roots and causes of computer problems. Administer and support Office 365 and MS Exchange policies
- Reduced ticket escalations by implementing knowledge base articles that addressed common client concerns.
NTT DATA ServicesNew Delhi
Help Desk Associate
08.2017 - 05.2019
Job overview
- Coordinates, communicates, and documents all issues, as discussed with Clients
- Keep Track of all terminations created to avoid any escalations from the Client
- Sharing weekly learnings with SD to enhance the work culture knowledge
- Serves as a liaison between the Clients and the appropriate Operation departments
- Adhere to deadlines (SLA/OLA), and changes utilizing the appropriate tools
- Following ITIL framework for identifying, planning, delivering and supporting IT services to the business
- Ensure the fastest possible solution, during crisis and outages
- Make sure that the process update received from the client are shared by the team for smooth functioning of the process
- Handle conflict situations and make quick decisions while driving incident resolution
- Try to help user in fixing the L1 and L2 issues over the call, like outlook issues, password related issues, normal desktop issues etc
- Assessed client needs through careful listening and probing questions, crafting tailored solutions accordingly.
- Boosted customer retention by delivering exceptional service and follow-up support..
- Streamlined help desk processes for quicker response times to support requests.
- Mentored junior team members in best practices for help desk operations.
CONVERGYS INDIA PVT LTSNew Delhi
Senior Engineer for Windows 10 Support
09.2015 - 12.2016
Job overview
- Interaction with customers on call or Chat to help them with their ISP issues
- To Document the issues reported by customer and resolve IT related problems reported by customers & ensure fixes are put in place
- Act as back up for Team Supervisor
- Manage issues as reported by customer
- Ensuring compliance adherence
- Ensuring that the systems issue & downtimes are not impacting business
- Maintain AHT on call and make sure customer gets resolution on time
- Make sure any critical incident will be handled in time and escalated when required
- Helped users with Windows 10 issues and MS office installation and troubleshooting related issues.
- Enhanced system reliability by conducting thorough root cause analyses and implementing corrective actions to prevent future issues.
- Ensured seamless hand-off of completed projects to operations teams by providing thorough documentation, training sessions, and ongoing support as needed.
- Mentored junior engineers, providing guidance in best practices and fostering professional growth opportunities.
- Developed technical documentation for seamless communication of complex engineering concepts among team members and stakeholders.
- Adhered to timelines to meet quality assurance targets.
- Mentored and coached entry-level and junior engineers to improve talent and boost skill levels.
Education
Air Force Senior Secondary SchoolNew Delhi, Delhi
12th
08.2008 - 04.2010
Shri Guru Har Krishan Model SchoolNew Delhi, Delhi
10th from All Subjects
04.1996 - 04.2008
DPGITM College of Engineering And ManagementGurgaon, Haryana
Bachelor of Technology from Computer Science and Engineering
09.2011 - 04.2015
Skills
Staff Training
undefinedCertifications Trainings
- MCSE: Microsoft Certified Solutions Expert (Passed Exams: 70-410 Windows & 70-341 Exchange)
- MCSA: Office 365 and Exchange Online (70-346 & 70-347 Office 365 and Exchange Online)
Personal Information
- Date of Birth: 01/14/92
- Nationality: Indian
- Marital Status: Married
Skills Abilities
Ability to rapidly build relationship and set up trust., Good communication skills, a Good listener and a capable writer., Confident and Determined., Flexible & motivated., Convincing power with Leadership abilities., Ability to cope up with different situations., Goal oriented., Positive thinker., Knowledge in Incident Management, Process and SLAs, Knowledge in Change Management and Process, Have a good experience of ISP troubleshooting., Good experience on Handling Microsoft Exchange issues., Knowledge of outlook and Auto discover configuration.
Awards
- Won the best agent award when working in the Windows Support
- Was part of the school Cricket team which represented in inter college tournaments
- Was part of the school basketball team
Disclaimer
I hereby declare that the above-mentioned information is true to the best of my knowledge and belief.
Timeline
Level 2 (Senior Specialist)
HCL Technologies
07.2021 - Current
Microsoft Senior Support Engineer
Concentrix
05.2019 - 07.2021
Help Desk Associate
NTT DATA Services
08.2017 - 05.2019
Senior Engineer for Windows 10 Support
CONVERGYS INDIA PVT LTS
09.2015 - 12.2016
DPGITM College of Engineering And Management
Bachelor of Technology from Computer Science and Engineering
09.2011 - 04.2015
Air Force Senior Secondary School
12th
08.2008 - 04.2010
Shri Guru Har Krishan Model School
10th from All Subjects
04.1996 - 04.2008
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