Resume

Name: Shashank S Innarkar.

Address: Shiv colony, Gitai lawns Sathe Wasti Lane C, Lohegaon Pune-47

Email: ady7hl@r.postjobfree.com

Contact No: 805-***-****/839*******.

EXECUTIVE SUMMARY

6.2 years of relevant experience in Client Servicing & Support.

2.10 years’ Experience of working with Microsoft O365 and Azure activities.

Working as SME (Subject Matter Expert) for o365 exchange online.

Deftness in delivery of high-quality customer experience, elevating customer satisfaction, while adhering to standards and work processes

Excellent interpersonal, communication and organizational skills.

Excellent records on Client Handling.

Ability to multi-task and prioritize effectively.

Both independent and team worker, as required.

Enjoys assisting clients – Effectively communicates and solves technical issues.

AREAS OF EXPERTISE

Managing the incidents within the TAT and providing the quality/timely resolution.

Keeping a track of O365 roadmaps.

Mail Flow & EOP.

Encryption.

Office 365 Administration.

Security & Compliance center.

Understanding of SharePoint, OneDrive for business managing.

CAREER CONTOUR

As Technical Support Engineer at Convergys for Office 365 (Sept 2017 to Present)

Responsible for Messaging and Collaboration services administration and account maintenance.

Manage Office365 environment at L2 level. Have understanding on different licenses in Office 365 and different type of admin groups.

Good Understanding of Sharepoint, OneDrive for business.

Manage service availability issues within the organizational span using ITIL processes and practices.

Troubleshooting and Configure Office 365 and Azure Active Directory sync issue.

Must have supported large scale Exchange environments

Move mailbox between servers / stores / Create System policies / Create new routing groups.

Implemented Regular Expressions to prevent users to send sensitive information

Good knowledge and experience in managing Issues with OWA, Active Sync, Outlook anywhere, Exchange Mailbox database.

Good Knowledge of SMTP / POP / IMAP protocols.

Troubleshooting Outlook connectivity issues.

Troubleshooting Offline address book issues.

Configuration of Exchange policies.

Implemented Authentication Policies to prevent users accounts from Brute Force attack

Implemented RBAC for some of the Team members

Handling Azure MFA, Azure Conditional access policies, Azure Audit logs, Azure SSO, Sign INS, Adding domains on azure.

Azure Risky sign-ins, Azure Alerts, Azure AIP.

As Business Analyst for Tech Mahindra (March 2017 to Sept 2017)

Troubleshooting on mobile phones and other devices for the network issues.

Handling the 2nd level of troubleshooting for the process.

Understanding the client issues and providing the timely resolution.

Helping the customers to set up the account with the IMAP/POP protocols.

Configuring the devices for the emails.

Helping the customers with the router troubleshooting and configuration.

Worked on Wireless and Ethernet connectivity issues.

As Technical Support Engineer for ADP at Concentrix from (Nov 2015 to Feb 2017)

Performed 2nd-level core troubleshooting on software system problems and delivered accurate technical solutions.

Provided business-clients with efficient support – Responded to phone calls, emails, and in-person requests.

Maintained user, group, and computer accounts.

Resolved customer complaints and concerns with strong verbal & negotiation skills.

Configured Group Policy Objects to create a secure Windows Infrastructure.

Created user ID's, roles, groups OU's etc.

Installed software configured and tested customer PC’s, analyzed functionality of peripheral appendages.

Instructed and trained end-users regarding computer literacy

Ran routine phone troubleshooting and configuration.

Collected information through client phone calls to identify and report product problems.

As Business Analyst for Openreach at Wipro (Aug 2013 to Apr 2015)

Worked on MS-OFFICE APPL - MS WORD, EXCEL, to keep a track of the daily data and to manage it.

Worked on SERVICE PROVIDER GATEWAY to fix the multiple tickets created for the PSTN connections.

Worked on JIRA APPLICATION to resolve the dispute of the customers for the huge billing queries.

Worked on Siebel Application to keep a track of the tickets and manage them.

CAREER HIGHLIGHTS

Received Super Talented Achiever award for Shabash Quarter 3 in Concentrix.

Bagged the Superstar Award for best customer support Concentrix.

Received the appreciation from client for providing the timely resolution.

Scholastics

Education:

BSc (Computers) University of Pune.

Completed H.S.C. (Science) from NSC- Maharashtra State Board.

Completed S.S.C. from Lokmanya Tilak High School Maharashtra State Board.

Hobbies

Watching and playing cricket.

Thanks,

Shashank Innarkar.

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