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.