S MAHENDRANATH REDDY
Microsoft Office 365 Engineer
Hyderabad
Summary
Technical Support Engineer with 6 + years of experience helping clients maintain smooth operations. Expertise on MS Office 365 Teams and Skype and Support of various critical business applications with Installation, Configuring, Deploying, Troubleshooting, Administration and Maintenance. Drives exceptional Client satisfaction and shortens ticket fulfillment times. Committed to conclusively remediating client issues to prevent recurrent calls and wasteful service redundancy.
Overview
6
6
years of professional experience
15
15
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Sr. Advisor, Technical Support Engineer
Convergys
Pune
10.2019 - 05.2022
- Microsoft Teams & Skype for business senior technical engineer.
- Providing the action plan to the Admins on the issues and following up the cases on a daily basis till the issue resolves.
- Creating and performing the PowerShell command before providing to the Admins.
- Analyzing the Fiddler logs to identify the exact issue.
- Taking ownership on the case and looping other teams if the issue is included with other application in office 365.
- Executing action plan and replicate the issue before proving the resolution to the customer.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Researched new tactics to better hone responses and shorten remediation times.
- Helping the customer (Admins) by proving technical support of prototyping, solutioning, road-mapping and technical delivery of all Skype for Business channels, instant messaging, group chat, voice, video, and web conferencing, infrastructure components, and associated compliance capture, retention and retrieval platforms.
- Identify improvements, create business cases and conduct strategic planning exercises with senior stakeholders to develop roadmap and objectives, review current and proposed architecture to arrive at an agreed end-state solution.
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
Sr. Technical Support Associate
Tech Mahindra
Hyderabad
06.2017 - 07.2019
- Analyzing the customer issue by troubleshooting internally and checking the resolution prior to providing action plan to customer.
- Proving the action plan and ask the customer to perform the troubleshooting steps and escalating the issue to the next level if the issue persists.
- Performing line test and checking the issue internally and provide quick resolution to customer in TAT.
- Managed customers issues by scheduling calls as per the customer feasibility and sending email and maintaining proper documentation.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted with updating technical support best practices for use by team.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Broadband.
- Taking an owner ship on the case by taking remote access of the customer computers with their permission and correcting the admin page settings.
- Monitored systems in operation and quickly troubleshot errors.
- Managed high levels of call flow and responded to technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Sr. Technical, Support Associate
Amazon Development centre
Hyderabad
10.2016 - 03.2017
- Work hard, have fun and make history this is the policy of amazon, I was enjoying my work by resolving and providing the resolutions of customer issues of the products Alexa, Kindle.
- Fire OS phones devices.
- Identified and provided solution and/or input on unique or recurring customer problems.
- Troubleshooting, analyzing, resetting, replicating the issues with the physical devices.
- Answered questions regarding seller inventory, shipping, payments and buyer complaints.
- Proving the accurate resolutions or action plans to the customers issues in the TAT.
- Suggesting customer to update the or resetting the devices and performing the basic troubleshooting steps in future if they face any issue like earlier.
- Issued credits for contested returns, shipping fees and damaged merchandise.
- Supported team with knowledgeable administrative assistance.
Technical Support Representative
Tata Business Support Services
Hyderabad
11.2014 - 07.2015
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Submitted service tickets for equipment maintenance requests.
Education
Bachelor's Degree - B.com Computers
New Generation Degree College
Secundrabad 07.2007 - 03.2010
Intermediate -
Board of Intermediate Education
Hyderabad 01.2005 - 01.2007
SSC -
Board of Secondary Education
01.1995 - 01.2005
Skills
Can proficiently manage Windows Operating systemsAttended university seminars, training classes and success meetsConducting event, get together
Technical fault tracking
Root cause analysis
Customer relationship management
Support system management
Remote Diagnostics
Application support
Software diagnosis
Customer service expert
Technical issues analysis
Desktop support
Data recovery
Technical Skills
- Office 365 administration experience.
- Experience with Azure AD and Exchange.
- Security and Compliance.
- Office 365 SharePoint Administrator experience.
- Powershell scripting.
- Data Visualization/Reporting:
- Proficient knowledge of Windows operating systems and MAC OS.
- Tools & Utilities: Rave 2.0 , Fiddler , Pandora , Service Now.
- Progressive experience in a technical help desk.
- Expert in Teams and SFB Admin Console.
Certification
Six Sigma Yellow Belt
Timeline
Six Sigma Yellow Belt
08-2021
MS-900- MS 365 Fundamentals
06-2020
MS-203- MS 365 Messaging
06-2020
MS-100- MS 365 Identity and services.
06-2020
Sr. Advisor, Technical Support Engineer
Convergys
10.2019 - 05.2022
Sr. Technical Support Associate
Tech Mahindra
06.2017 - 07.2019
Sr. Technical, Support Associate
Amazon Development centre
10.2016 - 03.2017
Technical Support Representative
Tata Business Support Services
11.2014 - 07.2015
Bachelor's Degree - B.com Computers
New Generation Degree College
07.2007 - 03.2010
Intermediate -
Board of Intermediate Education
01.2005 - 01.2007
SSC -
Board of Secondary Education
01.1995 - 01.2005