Yatin Oberoi

Project: Microsoft Exchange Online Partner support

• Guide junior staff on troubleshooting and best practices.
• Organize knowledge-sharing sessions and maintain documentation.
• Track KPIs (resolution time, customer satisfaction, error rates).
• Assign and prioritize tasks among team members.
• Review ticket queues, case escalations, and ensure SLA compliance.
• Handle escalated issues and act as point of contact for critical cases.
• Maintain compliance with organizational policies and security standards.

Project: Microsoft Exchange Online Partner support

• Hands on Experience with queries related to Microsoft Purview:- Compliance manager, Content search, eDiscovery, Information protection by Retention policy and Tags, email auditing, Management role assignment.
• Microsoft 365 Defender:- Exchange Message trace, Threat policies, Alert policies, Activity alerts, Quarantine policy. Domain security.
• Directory synchronization:- On-Prem sync to O365, Delta sync, Full sync, password hash sync, Active directory pro le management.
• Azure Active Directory:- Azure AD portal, Conditional access policy, Azure AD connect, Azure Information protection.

Project: Microsoft Exchange Online Partner support

• Hands on Experience with queries related to Microsoft 365 Admin portal:- User's Account management, Resource management, License management, Add/Remove custom domain, Account Authentication(Basic & Modern Auth).
• Exchange Admin center:- Exchange Online protection (EOP), Mailflow Services, Transport rules, Analyze spam reason from email headers, Journaling, Organization management (federation trust), Cross tenant migration, O365 migration, Email Archiving, SMTP authentication.
• Azure Active Directory:- Azure AD portal, Conditional access policy, Azure AD connect, Azure Information protection.
• Microsoft Purview:- Compliance manager, Content search, eDiscovery, Information protection by Retention policy and Tags, email auditing, Management role assignment.
• Microsoft 365 Defender:- Exchange Message trace, Threat policies, Alert policies, Activity alerts, Quarantine policy. Domain security.
• Directory synchronization:- On-Prem sync to O365, Delta sync, Full sync, password hash sync, Active directory profile management.
• O365 Applications:- Outlook 2016 & 2019, Autodiscover, Add-ins management, Outlook rules, Email app POP, IMAP, MAPI, OWA.
• Hands-on experience with PowerShell commands to fix several issues.

Project: Ascension Technologies Pvt Ltd (US based)

• Hands-on experience in Service-now incident management tool.
• Handled queries related to Office 365 group management, security group management, Inbox rules, Onlineand offline email Archiving, Import/Export PST. Outlook connectivity, Mail flow rules, Spam checks.O365 Applications like Outlook, Excel, OneNote, Word, PPT, Teams.
• User LDAP password reset, OneDrive basic troubleshooting, SharePoint access management, Windows 7, 8 and 10 basic troubleshooting, printer installation.
• Customer handling skills, Provide best possible support.

Project: Honeywell Automation Pvt Ltd

• Software knowledge:- Service-Now, MS Office, Office 365, SAP (reset password queries)
• Troubleshooting Skills:- Outlook, Skype, VPN, SharePoint, shared drive, LDAP password reset, McAfee encryption
• Job Responsibility:- Incident management, delivering services and best possible solutions that consistently meet expectations for quality, values and customer experience.
• Raise tickets to 2nd level of support if the issue is not under our scope

Project: Cheapoair.com

• Software knowledge:- AMADEUS & SABRE
• Inbound process to take calls of US based customers to book their flights, Hotels and Cabs in consolidated price.
• The revenue target was 13000 US dollars per month.
• Awarded as best performer for Jan-Apr 2018
• 24x7 environment, rotational week off and shifts

Project: Amazon.com

• Worked as a customer representative under Amazon US Seller Support process.
• Handling Inventory for Amazon sellers.
• Track products and reimbursement of stolen or lost inventory products.
• 24x7 environment, rotational shifts and Week-off.