Sushmitha R

 Enterprising and self-driven individual having good client interfacing skills, a strong commitment towards work and an ability to learn quickly.

 4.5+ years Experienced Infrastructure engineer worked in L1 support and L2 supporting Microsoft 365.

 Owned the responsibility for transitioning of L1 support from Cognizant to Tenant.

 Co-ordinated with Leads and Architects during the Tenant to Tenant migration of Microsoft apps and assisted them with the regular Microsoft apps Health check.

Role: Microsoft 365 Support

 Responsible for technical and non-technical deliverables within the projects.

 Responsibilities include collaboration with solution architects, engineers, operational staff and project managers.

 Daily metrics were delivered to the M365 related clients and performed Health check for Microsoft applications like ExO, MS Teams, Sharepoint, OneDrive, OneNote.

 Monitor M365 Service Health alerts and effective functioning of incident management for M365 L2 support.

 Engaged with the Microsoft vendor for the escalated issues and daily updates.

 M365 Admin center – Monitoring and checking health alerts

• Raise MS tickets and Discuss with Clients.

 MS Teams – Request s handled on Team & Channel creation

• Policy management like Messaging, Meeting policies & restrictions
• Call quality Dashboard
• End user support.

 Onedrive – Known folder move activity, folder and file sync issues, shortcut issues, file opening issue.

 Exchange Online – Outlook sync issues, profile reconfiguration, Calendar & email recoveries.

 Sharepoint, Stream, OneNote, Power Automate (beginner) – End user support.

 Mobile MS apps – MFA reset performed in Azure admin center; apps configuration on iOS and Android like MS authenticator, Outlook, Teams, Onedrive, MS Office app.

 Active directory – user account access & permission.

 Documented issues using a ticketing tool ServiceNow.

 Maintaining user accounts by following up and updating end-user’s on the status of pending issues.

Role: L1 support Lead

 Responsible for managing and providing support to end users for infra & app related issues.

 Co-ordinated with other tower leads for widespread issues and communicated with client about the outages. Monitored routine operations and initiated corrective action when required.

 Effectively managed scheduling and volume of issues by analyzing ongoing and upcoming IT changes, holidays/calendar trends. Accordingly provide quick fixes and process to ensure seamless support.

 Coached the folks with the event of change to existing process to keep them on the same page so as to provide accurate and quick resolution.

 Ensured all the SLA met and provided the best class user experience for the clients.

 I was also responsible for transitioning of L1 support from Cognizant to different Tenant.

B.E in Computer Science & engineering completed.