Abhijit Pramanik

Driven Senior IT Support Specialist with experience in Microsoft 365 administration, IT infrastructure management, and enterprise end-user support. Skilled in Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Azure, Entra ID, Intune, Active Directory, and ITIL-based service management. Experienced in L1/L2 troubleshooting, identity and access management, cloud collaboration platforms, and executive/VIP support.

Senior Technical Associate at Genpact (2022-10 – Present)

• Administered Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, and Entra ID.
• Managed Microsoft 365 tenant setup, domain onboarding, DNS configuration, and user provisioning.
• Created and managed Shared Mailboxes, Distribution Lists, Microsoft 365 Groups, and Security Groups.
• Configured mail flow rules, retention policies, archive mailboxes, and compliance settings.
• Performed Litigation Hold, eDiscovery, Content Search, and mailbox compliance management.
• Troubleshot mail flow, mail delivery, mailbox permissions, Outlook, and Exchange Online issues.
• Managed email security, including SPF, DKIM, DMARC, anti-spam policies, block lists, and quarantine.
• Administered Microsoft Teams and resolved collaboration, meeting, and access-related issues.
• Implemented MFA, password policies, and identity/access management through Entra ID.
• Managed onboarding, offboarding, license assignment, mailbox provisioning, and user lifecycle activities.
• Supported SharePoint Online and OneDrive permissions, sharing, sync, and storage-related issues.
• Provided L1/L2 support for Microsoft 365, Windows, networking, and enterprise applications.
• Delivered VIP/Executive support and performed Root Cause Analysis (RCA) for critical incidents.
• Created SOPs, knowledge base articles, and technical documentation.
• Worked within ITIL Incident, Problem, Change, and Service Request Management processes.

Site IT Engineer at Orange Business Services India Technology Pvt. Ltd (2021-08 – 2022-10)

• Delivered L2/L3 technical support with high first-call resolution.
• Managed incident tracking through ServiceNow and ensured SLA compliance.
• Supported desktop, laptop and mobile device deployments.
• Provided Active Directory, VPN, network connectivity and Windows Server L1 support.
• Mentored helpdesk technicians and maintained knowledge-based documentation.

Executive - IT at Ebixcash (2021-02 – 2021-08)

• Supported data center setup, server/network rack management and application support.
• Performed desktop imaging, hardware installation, network device configuration and monitoring.

Technical Associate at Renovision Automation Services Pvt Ltd (Client: Wipro – Apollo Hospital) (2017-05 – 2021-02)

• Delivered onsite IT support, OS/application troubleshooting and endpoint security support.
• Managed hardware lifecycle, asset inventory, vendor coordination and network troubleshooting.
• Supported LAN/WAN/Wi‑Fi environments and ensured adherence to service processes.

B. Tech in IT

Diploma in Computer Science & Technology