Vivek V Nair
M365 Technical Specialist / IAM Specialist
Thiruvananthapuram,KL
Summary
Dynamic and results-driven IT leader serving as the M365 Technical Specialist at Sherweb (Partner with Microsoft internal CSS team), with a proven track record of enhancing client satisfaction through innovative IT solutions. Strong experience in assisting with Business Applications Security, Application Support, Microsoft Azure and lntune, M365 tools, providing workplace end to end resolution. Certified in Microsoft lntune and Azure Administrator, SharePoint Online, Exchange Online and hands-on experience with various tools and technologies. Adept at streamlining enterprise collaboration platforms, implementing automation solutions, and ensuring optimal service performance. Proven ability to bridge the gap between technical requirements and business needs, enhancing productivity and operational efficiency. A team leader who can add value to the organization.
Overview
10
10
years of professional experience
5
5
Certificates
8
8
years of post-secondary education
Work History
M365 Technical Specialist (Internal Microsoft CSS Team)
SHERWEB
07.2022 - 12.2024
- Confront new technical and security related issues every single day, majorly with M365 platform.
- Supervised and coordinated the daily activities of team members to ensure seamless execution of tasks aligned with organizational goals.
- Resolved complex client escalations involving advanced MDM technical issues, ensuring swift resolution and exceptional client satisfaction.
- Monitored and assessed individual and team performance metrics to identify areas for improvement and provide constructive feedback.
- Ensured adherence to quality standards while addressing company requirements to meet and exceed client expectations.
- Expertise in different types of device enrolment, configuration profiles, security policies, Autopilot and deployment of applications.
- Use solid customer service skills to make sure customer happiness and satisfaction is first.
- Strong understanding in BYOD and COD, WCD Configuration Designer, Autopilot, Auto-Enrolment, Auto-Enroll with GPO via AAD or ADFS, Autopilot Hybrid, Dual management with Intune and SCCM.
- Device Compliance - Rules and policies to remediate devices to comply per organizations security requirements with comply evaluation.
- Configuration Profile - Config/Resource profiles for EAS mail along with Device restrictions, Devices features, ASR policy, deploying NDES, SCEP and PKCS certification infrastructure in Intune.
- Experience in Device enrolment, Configuration profiles, Group Policy migrations, and Security baselining.
- Managed Microsoft Teams Room (MTR) devices and resolved authentication issues.
- Provided concierge and premier support for enterprise users.
- Created documentation on troubleshooting and resolution.
- Managed 110,000+ iOS devices using Microsoft Endpoint Manager.
- With the Use of Intune (EMS) and Windows Information Protection (WIP) and Its Policies all the Data within User Systems are Encrypted and can only be only accessed within a Single Agent despite O365 functionality of opening Office App on multiple platforms. (Also known as Microsoft DLP solution).
- Provided L3 support for mobile device management.
- Working on Clarify and incident management tool like Remedy ticketing system to address customers Network related issues.
- Troubleshooting various network related issues with not only limited to Service providers.
- Resolving technical issues with office 365 (cloud environment) and on-premise server.
- Working with global IT admin of organizations on exchange online scenarios.
- Working on windows server 2008, 2012 r2, hybrid server, exchange server.
- Handling outlook issues- related to auto discover in cloud and hybrid environment.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Completed troubleshooting and diagnostics on company resources.
- Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
- Streamlined technical workflows for enhanced productivity through the implementation of automation tools.
Associate III - Cloud Infrastructure Services
UST
Remote
12.2017 - 05.2022
- Worked on different projects like Prologis, Harrods, Wolters Kluwer, Equifax, Philips, Sony, Rite Aid.
- Worked in 24 x 7 operational support.
- End to end Desktop Support Management in the Infrastructure.
- Good customer service, time management and people management skills.
- Strong knowledge of ITIL processes for Incident Management, Change Management and Problem management.
- Hands on experience supporting MDM & MAM with Intune in the Infrastructure.
- SCCM - Desktop monthly patching and troubleshooting.
- Worked on incidents and reviewing the alerts and do detailed analysis on alerts.
- First-hand experience on the Incident Response activities like malware and phishing analysis.
- Status meeting with SMEs and working closely with L3 support team.
- Weekly/Biweekly update status meetings with client/SME/Stakeholders.
- Working on assign ticket queue and understanding and exceeding expectations on all tasked SLA commitments.
- Investigate incidents using Active Channels/Dashboards/Events/Graphs/Logs and reports.
- Worked as different roles in each project, delivering full sets of skills and support as per requirement.
- Working experience on Microsoft 365 products including Exchange Online, Skype for Business, SharePoint Online, OneDrive, OneNote, Yammer, Teams, Intune.
- Working experience in troubleshooting issues related to spam and malware.
- Creation and managing of Intune policies like conditional access, app policy, device enrolment policy and office 365 access policies.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
IT Associate Analyst
ALLIANZ
06.2015 - 03.2017
- Comprehensive problem-solving abilities, excellent verbal and communication skills, ability to deal with people diplomatically, willingness to learn team facilitator hard worker.
- Ability to identify, understand and give priority to urgent issues.
- Ensuring that all IT changes are managed so that they minimize downtime and the risk of any inconvenience.
- Able to work as a 24x7x365 organization, shifts, work on holidays and on-call responsibilities on request.
- Outstanding analytical and organizational ability.
- Experience of recruiting and training new staff.
- Dealing calmly, professionally and with empathy toward customers and challenging situations.
- Championed end-user satisfaction by promptly addressing help desk inquiries and providing remote assistance when needed.
- Managed high levels of call flow and responded to technical support needs.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Education
ECE Engineering -
University of Kerala
Rajadhani Engineering College 03.2010 - 01.2015
Bachelor of Computer Application -
University of Madras
Remote 06.2015 - 12.2018
Skills
Microsoft 365 Administration
Automation Scripting
Data Migration
Office 365 Security & Compliance
Exchange Online Protection
Incident and Service Request Management
Active Directory
Technical support background
Security expertise
Project management
User training skills
Time management
Problem-solving abilities
Analytical skills
Team collaboration
Decision-making
Certification
ITIL V4
Timeline
M365 Technical Specialist (Internal Microsoft CSS Team)
SHERWEB
07.2022 - 12.2024
Associate III - Cloud Infrastructure Services
UST
12.2017 - 05.2022
Bachelor of Computer Application -
University of Madras
06.2015 - 12.2018
IT Associate Analyst
ALLIANZ
06.2015 - 03.2017
ECE Engineering -
University of Kerala
03.2010 - 01.2015
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Place
Thiruvananthapuram, India