Soham Das Mahapatra
Bangalore
Summary
- Detail-oriented IT support professional with over 12 years of experience in customer service and team management. Proven expertise in managing core IT and application support, with strong skills in O365 and Azure administration, including Intune support. Solid background in business analysis and agile methodologies, complemented by hands-on experience with Power BI and Jira ServiceNow tools.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Senior IT Analyst
Mott MacDonald
Bangalore
06.2024 - Current
- Administered enterprise Office 365 services for business users, E3 and E5 apps.
- Administered Exchange Online, SharePoint Online, Teams, OneDrive, and Microsoft Entra ID.
- Handled Exchange Online support, including mail flow, security groups, and DL management.
- Delivered Office 365 administration support, facilitating seamless service requests for business users.
- Managed Intune administration tasks, including policy updates, monitoring, and troubleshooting.
- Deployed device enrolment and software packages through Intune policies.
- Administered Azure identity, including roles, groups, conditional access, and MFA.
- Oversaw SLA compliance through effective management of daily IT operations and escalation resolutions.
- Monitored SLAs, ticket quality, and user satisfaction.
- Coordinated support activities with business teams and IT support groups, ensuring streamlined communication and issue resolution.
- Coordinated and collaborated with various IT teams to streamline project workflows and enhance communication.
- Served as primary escalation point for complex issues, providing expert guidance and support.
- Delivered new user onboarding, including access setup and permission management.
- Provided support for Outlook, OneDrive, and business applications.
- Created and managed Shared Drive and Network Drive access for users.
- Supported engineering applications, including AutoCAD and Revit tools.
- ITIL basics: Incident, Request, Problem, Change
Level 2 support engineer
Potomac Technologies
Indore
05.2022 - 06.2024
- Managed ticket workflow and assigned tickets to appropriate teams for timely resolution.
- Troubleshot user issues in Citrix environments, enhancing user experience and system reliability.
- Microsoft 365 Applications troubleshooting (activation and installation for Windows, Outlook setup and synchronization)
- Exchange Online (mailbox management, mail flow, rules, migration, policies, archiving, hybrid environment, etc.)
- Email flow, mailboxes, distribution lists, Teams calling, meetings, and collaboration issues, SharePoint/OneDrive access, sync, and permissions, Authentication issues (MFA, SSO, conditional access), Licensing and user provisioning.
- Intune administration (Device management, Application management, deploying policy, monitoring windows update)
- Azure Identity. (VM creation, MFA activation, Device registration, managing groups, managing user profile etc.)
- Working on OKTA authentication, setting up authentication for the user and troubleshooting authentication issue as well on OKTA admin portal.
- Outlook support and exchange support. (Work with end user)
- Delivered service desk and administrative support to ensure seamless operations.
- Working on Service now ticketing software.
- Basic windows support tickets via e-mails/calls and Service now ticking tool.
- New user account creation and removal of users from AD manager.
- Mailbox allocation and deploying exchange policies.
- Share drive access and manage groups on AD manager.
- Work & collaborate with the different 3rd party software team as per users' requirement.
- Managed user access rights and processed user terminations efficiently.
- Provided support for applications such as West Wing, MSP, and Keystone to resolve user issues.
- Perform advanced administration tasks such as: Managing O365 security & compliance policies, Configuring Exchange Online rules, connectors, and transport settings, Managing SharePoint sites, permissions, and storage, Monitoring service health and incident advisories, Work with Microsoft support for unresolved or complex issues
Tech-Lead IT operation
CONCENTRIX
Bangalore
01.2020 - 05.2022
- Provided enterprise support for O365 (Business/E3/E5) applications, enhancing user experience and resolving technical issues.
- Managed advanced administration tasks for O365 security and compliance policies.
- Addressed Azure identity and multi-factor authentication issues to improve security.
- Email flow, mailboxes, distribution lists, Teams calling, meetings, and collaboration issues, SharePoint/OneDrive access, sync, and permissions, Authentication issues (MFA, SSO, conditional access), Licensing and user provisioning.
- Exchange Online (mailbox management, mail flow, rules, migration, policies, archiving, hybrid environment, etc.)
- Microsoft 365 Applications troubleshooting (activation and installation for Windows, servers, Outlook setup and synchronization)
- Experience with configuring and troubleshooting Outlook client issues.
- Expertise with navigation and settings of all Office 365 Services (Office 365 Portal and Admin Center, SharePoint Online, Outlook Web App, OneDrive for Business, Office 365 Applications, Office 365 Billing and Commerce etc.)
- Expertise with navigation and settings of all the Office 365 Services (Office 365 Portal and Admin Center, SharePoint Online, Outlook Web App, OneDrive for Business, Office 365 Applications, Office 365 Billing and Commerce etc.)
- Office 365 admin support for businesses.
- Executed installation and deployment of Office software across multiple devices to ensure seamless access for users.
- Provided support for core Office applications to enhance user productivity.
- Word, excel, PowerPoint, Access, support.
- Making outbound calls and emails to customers through RAVE ticketing tool.
- Working on Win server, active directory.
- Acquired knowledge in software licensing and activation procedures for Office products.
Seller support Amazon UK
Teleperformance
Jaipur, Rajasthan
08.2016 - 07.2019
- Assisted sellers in listing products on Amazon pages, enhancing visibility and sales potential.
- Advised sellers on product optimisation and listing strategies to improve search rankings.
- Educated sellers on platform features related to search mechanisms and keywords, enabling better product discoverability.
- Resolved the Amazon seller's query.
- Provided support and maintenance for the seller account.
- Made seller understand about all the features on the Amazon admin page.
- Sent email and telephonic support on any seller's queries.
- Coordinated with warehouse team to resolve seller's issue and concern.
- Acquired new sellers for the Amazon e-commerce platform to the Amazon e-commerce platform.
Technical support associate (Level 2) in DELL support
Sutherland global services
Chennai
03.2015 - 05.2016
- Delivered Dell warranty support by managing service cases from initiation to resolution.
- Answered customer queries on Dell software and hardware options quickly and clearly.
- Initiated replacement of faulty parts during diagnostics to ensure system function. following troubleshooting and fault isolation during diagnostics.
- Coordinated with Dell logistics to arrange replacements and service support.
- Followed up with the business to track replacements and confirm service completion.
- Managed daily performance of computer systems for reliable uptime and response times.
- Developed comprehensive training materials and procedures for Dell computers, enhancing user understanding and operational efficiency.
- Trained users on correct Dell computer use through structured instructions.
Call Center Supervisor
CYBER SPACE PVT.LTD
Kolkata, West Bengal
02.2013 - 01.2014
- Manage daily operation and ensure smooth function.
- Monitored and evaluated team performance to identify areas for improvement.
- Facilitated daily stand-up meetings to ensure team alignment and progress updates.
- Assisted associates in achieving daily targets and sales goals.
- Provided feedback and suggestions to the team to drive continuous improvement.
- Team management and coordinating with the support team.
- Communicated updates on new policies and changes to enhance team awareness.
- Coordinating with support functions and management team.
Support Representative
CYBER SPACE PVT.LTD
Kolkata, West Bengal
04.2011 - 01.2014
- Answered inbound technical support calls and provided troubleshooting assistance to customers.
- Resolved computer issues using basic Windows support procedures.
- Coordinated with level 2 support to resolve customer issues.
- Applied appropriate system changes to fix customer problems.
- Conducted outbound follow-up calls to ensure customer satisfaction and address any lingering issues post-support.
- Promoted relevant products during support calls to enhance customer experience and drive sales.
- Assessed service needs and effectively completed up-selling to maximise customer value during support interactions.
- Received and documented customer feedback during calls to improve service delivery. and logged customer comments for review.
- Contacted customers with updates on claim investigations and planned adjustments.
Education
post graduate certification - Business Analysis and product management
MNIT
Jaipur08-2026
10th -
Khar high school
West Bengal12th -
Egra J.L high school
West BengalB.A -
Egra S.S.B College (VIDYASAGAR UNIVERSITY)
West BengalSkills
- Office 365 administration
- Troubleshooting
- Technical Support
- User onboarding
- Technical assistance
- IT Operations Oversight
- Monitoring & Evaluations
- Problem resolution
- User Training
- Team Management
- Team Leadership
- Team collaboration
- Customer service
Certification
- Computer certification from BRAINWARE COMPUTER ACADEMY
- Dell hardware training
- O365 training from Microsoft
- Business Analysis (Agile, software life cycle, Power BI, UML Diagrams, Jira)
- ITIL V4 certification
- MS 102 certification - 0365 Admin
Personal Information
Passport Number: T7071649
Timeline
Senior IT Analyst
Mott MacDonald
06.2024 - Current
Level 2 support engineer
Potomac Technologies
05.2022 - 06.2024
Tech-Lead IT operation
CONCENTRIX
01.2020 - 05.2022
Seller support Amazon UK
Teleperformance
08.2016 - 07.2019
Technical support associate (Level 2) in DELL support
Sutherland global services
03.2015 - 05.2016
Call Center Supervisor
CYBER SPACE PVT.LTD
02.2013 - 01.2014
Support Representative
CYBER SPACE PVT.LTD
04.2011 - 01.2014
post graduate certification - Business Analysis and product management
MNIT
10th -
Khar high school
12th -
Egra J.L high school
B.A -
Egra S.S.B College (VIDYASAGAR UNIVERSITY)