V Sai Dutta Teja
Hyderabad
Summary
Experienced Service Desk Lead with a strong background in managing IT support operations, ensuring timely resolution of incidents, and maintaining high service quality. Skilled in overseeing teams, optimizing workflows, and implementing ITSM best practices to enhance efficiency. Adept at handling escalations, mentoring staff, and driving continuous service improvements across enterprise environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Desk Lead
RSM US LLP
Hyderbad
08.2022 - Current
- Managing and overseeing the service desk team, ensuring timely resolution of IT support tickets, and maintaining high service quality.
- Providing L1 and L2 support for applications and infrastructure, ensuring smooth IT operations, and minimizing disruptions.
- Monitoring ticket queues, prioritizing incidents based on urgency and impact, and ensuring SLA adherence while escalating critical issues to the appropriate teams.
- Handling user account provisioning, deprovisioning, and license management in the Microsoft 365 Admin Center, along with troubleshooting MFA and SSPR issues.
- Resolving Exchange Online mail flow issues, undelivered emails, shared mailbox access, transport rule configurations, and ensuring smooth Hybrid Exchange operations.
- Troubleshooting Microsoft Teams-related issues, including chat failures, meeting disruptions, Outlook integration, and policy enforcement.
- Managing SharePoint and OneDrive access issues, file synchronization errors, and performing data recovery, including version history restoration.
- Monitoring IT infrastructure and applications using tools like SolarWinds, AutoSys, and Moogsoft to ensure system health and performance.
- Overseeing security and compliance, including monitoring and resolving alerts from Microsoft Defender, Purview Compliance Center, and Conditional Access policies.
- Handling email quarantine and spam filtering issues using Defender for Office 365 and other mail hygiene tools to prevent phishing and spam threats.
- Supporting Intune/Endpoint Manager for device compliance, policy deployment, mobile device enrollment, and ensuring endpoint security.
- Facilitated daily calls to review ticket volumes, prioritize tasks, and align resolutions with appropriate teams.
- Collaborating with Platform Managers and IT teams in weekly reviews to track open issues, assign the right resources, and drive resolutions.
- Leading training initiatives, mentoring team members, maintaining a knowledge base, conducting personal development plans, and performance reviews.
- Successfully built and managed three teams of 10 members each within a year, ensuring 24/7 global support, and achieving a 23% higher SLA success rate compared to other global teams.
Product Support Specialist
Mindtree
Hyderbad
02.2021 - 07.2025
- Working as a Client Support Administrator for MS Teams and Skype for Business.
- Troubleshooting all day-to-day tickets for MS Teams user clients before the SLA.
- Resolving all incidents raised by Microsoft vendors for any complex issues.
- Supporting the clients in migrating from Skype to MS Teams.
- Develop and maintain a comprehensive product roadmap that aligns with business goals and customer requirements.
- Lead the end-to-end product development lifecycle, from ideation to launch, ensuring timely delivery of high-quality features.
- Collaborate with cross-functional teams to define and execute the product vision and strategy for Microsoft Teams.
- Advocate for a user-centric approach in all product decisions, continuously improving the user experience, and driving user engagement.
- Engage with customers and internal preview users, prioritizing and addressing feedback.
Systems Engineer
Invesco
Hyderbad
04.2017 - 05.2021
- Managing user mailboxes in Exchange Online, including creation, deletion, mailbox delegation, and license assignments.
- Troubleshooting mail flow issues, such as undelivered emails, delays, NDRs (Non-Delivery Reports), and blocked messages.
- Configuring and managing Exchange Online policies, including transport rules, spam filtering, and mailbox retention policies.
- Resolving Outlook connectivity issues, including Autodiscover failures, profile corruption, and MAPI, SMTP, POP, and IMAP-related problems.
- Handling hybrid Exchange configurations, ensuring proper mail flow between on-premises and cloud environments, and troubleshooting migration issues.
- Managing Microsoft Teams configurations, including user permissions, policies, external access settings, and compliance rules.
- Troubleshooting Teams-related issues, such as chat failures, meeting disruptions, call quality problems, and integration with Outlook.
- Assisting end users with shared mailboxes, distribution lists, and Microsoft 365 group management in Exchange Online and Teams.
- Monitoring and resolving security and compliance alerts, including phishing attempts, suspicious logins, and Conditional Access policy violations.
- Supporting Exchange and Teams PowerShell administration for bulk user management, reporting, and policy enforcement.
System Administrator
USM BUSINESS SYSTEMS
Hyderbad
06.2015 - 02.2017
- Providing first-level troubleshooting for hardware issues, including desktops, laptops, printers, and peripheral devices.
- Assisting users with password resets, account lockouts, and basic authentication issues across enterprise applications.
- Handling VPN and remote access issues, ensuring users can securely connect to corporate resources.
- Troubleshooting basic network connectivity problems, including Wi-Fi issues, LAN connections, and IP conflicts.
- Installing, updating, and troubleshooting commonly used applications, such as Microsoft Office, web browsers, and collaboration tools.
- Guiding users through the setup and configuration of email clients on desktop and mobile devices.
- Assisting with software installations and ensuring compliance with company policies for licensed applications.
- Logging all incidents and service requests accurately in the ticketing system, and ensuring timely follow-ups.
- Delivered fundamental advice on recognizing phishing emails.
- Redirecting unresolved issues to L2/L3 teams, while ensuring proper documentation and escalation procedures.
- Proactive monitoring of the servers for any issues, and remediating them immediately. Restarting the services or the server restart depends on the user request.
- Work exposure on security mail systems, like Proofpoint, for blocking, unblocking, and whitelisting.
- Providing access to a shared mailbox, a distribution list, and Office 365 Groups.
Education
Associate of Arts - BA (Hons)
Delhi University
New Delhi05-2014
Skills
- Incident Management
- Microsoft 365 Administration
- Monitoring and Reporting
- Troubleshooting Ability
- Client Relationship Management,
- Service Improvement, Automation
Certification
- Microsoft Teams Foundation Certification
MS-700 Microsoft 365 Fundamental
MS-900 Azure Fundamentals AZ-900
ITIL Foundation v4 - Axelos
Timeline
Service Desk Lead
RSM US LLP
08.2022 - Current
Product Support Specialist
Mindtree
02.2021 - 07.2025
Systems Engineer
Invesco
04.2017 - 05.2021
System Administrator
USM BUSINESS SYSTEMS
06.2015 - 02.2017
Associate of Arts - BA (Hons)
Delhi University