Sonali Nayak

Experienced O365 Administrator, Teams Administrator with 5 years of expertise in managing incidents across all O365 applications and Teams. Skilled in troubleshooting, user management, and ensuring seamless communication and collaboration within organizations.

Customer Support at Citi Bank (2021-10 – 2022-06)

• Provide excellent customer service through phone, email, or chat, and assist customers with their inquiries, issues, and requests promptly.
• Technical Troubleshooting: Diagnose and resolve technical problems related to banking services, online platforms, and digital applications.
• Incident Logging: Accurately document customer interactions, including issues reported and steps taken to resolve them, using a ticketing system or customer relationship management (CRM) software.
• Escalation: Escalate complex or unresolved issues to higher-level support teams (L2 or L3) and follow up on these cases to ensure timely resolution.
• Knowledge Sharing: Stay updated on Citi Bank's products, services, and policies to provide accurate information and educate customers on banking features and benefits.
• Compliance: Adhere to security and compliance protocols, including customer identity verification and data protection standards, to ensure the safety of customer information.
• Problem-Solving: Ability to analyze and troubleshoot technical issues logically and provide solutions in a timely manner.

Teams server Administrator L2 at Wipro (2022-06 – Present)

• Providing administrative support for Teams Server, ensuring uptime and security.
• Handling user provisioning, license management, and troubleshooting in Teams.
• Collaborating with IT teams to optimize system performance and security.
• Assisting users with technical issues, ensuring smooth communication and collaboration.
• Troubleshot and resolved user access, connectivity, and security issues in Teams.
• Implement and manage various aspects of Teams, channels, chat, apps, events, calling, and meetings.
• Manage users, groups, and permissions within Teams.
• Configure and manage Teams settings, including policies for chat, calling, and meetings.

O365 Administrator L2 at Wipro (2023-07 – Present)

• Managing incidents and service requests related to O365 applications.
• Configured and maintained Exchange Online, SharePoint, OneDrive, and other O365 services.
• Troubleshot and resolved user access, connectivity, and security issues in O365.
• Managing user provisioning, license assignments, and role-based access controls.
• Automated administrative tasks using PowerShell scripting, reducing manual effort and improving efficiency.
• Expertise in Exchange Online, handling mailbox management, email flow, and hybrid configuration.
• Provided excellent customer service through phone, email, or chat, and assist customers with their inquiries, issues, and requests promptly.
• Escalate complex or unresolved issues to higher-level support teams (L3) and follow up on these cases to ensure timely resolution.
• Adhere to security and compliance protocols, including customer identity verification and data protection standards, to ensure the safety of customer information.

Master of Technology in MTech – Wipro – Work Integrated Learning Program (WILP)

Bachelor Of Computer of Application in BCA – MITS SCHOOL OF BIOTECHNOLOGY (2018 – 2021)

12th in Physics, Chemistry, Mathematics – Maharshi (2016 – 2018)

10th (2015 – 2016)