Stark.ai
Santvana Singh
Sr. Advisor, Technical Support | Location : Mumbai, India
About Me
- I am an experienced Senior Advisor in Technical Support with 7 years in IT companies, specializing in Office 365 Administration and Technical support.
- I possess several personal strengths that contribute to my success in this field. My effective communication skills allow me to explain complex technical issues clearly to clients and team members alike. I embrace leadership opportunities, guiding colleagues through challenges and facilitating collaborative problem-solving. My active listening abilities ensure I fully understand user concerns, enabling me to provide tailored support. I pride myself on being adaptable; I thrive in fast-paced environments and can quickly adjust to new technologies. I am a quick learner, always eager to expand my knowledge and skills to better serve my clients.
Work Experience
I.T. Analyst
- Tata Consultancy Services
- Working for TCS Client, Bank of America.
- Trained and helped new joiners by conducting grooming sessions.
- Understanding the strengths and weaknesses of team members.
- Mentor and provide technical guidance to team members, knowledge-sharing sessions, and foster a culture of continuous learning and improvement.
- Also, provided technical remote support to global users for complex software, network, and hardware issues.
- Collaborated with cross-functional teams to gather requirements for system enhancements.
- Increased user satisfaction by providing comprehensive IT support and training.
- Patch Management Compliance (Monitoring/Reporting).
- Record technical issues and solutions in logs/tickets, and ensure SLA compliance.
- Assist in the creation of knowledge base articles, technical documentation, and training materials to empower customers and support colleagues.
- Escalate unresolved issues to higher-level support or development teams, following established escalation procedures, and ensuring timely resolution and customer satisfaction.
March 2023
-
Present
Mumbai
Lead, Operations -Sr. Advisor, Technical Support
- Concentrix
- Have knowledge and hands-on experience of Office 365 Administration and provided support to Client, Microsoft.
- Provided troubleshooting and resolved escalated issues related to Exchange Online, including mail flow, mailbox migration, mail delivery, user mailboxes, archives, shared calendars, e-discovery, litigation hold, transport rules, distribution group management, and retention policies.
- Administering and troubleshooting issues related to Autodiscover, group-based licensing, conditional access policies, Modern Authentication, and MFA.
- Have understanding of different licenses in Office 365, protocols like SMTP/POP/IMAP, and different types of admin groups. Created user guides and instructional documents for end users.
- Assisted users with Windows PowerShell queries related to Microsoft Office 365.
- Have basic knowledge about Exchange 2010, 2013, and 2016.
- Help ensure team performance meets or exceeds defined Service Level Agreements.
- Worked on Rave Ticketing Tool to support users' issues. Also used different troubleshooting tools like Exrca, message header analyzer, and fiddler.
- Managed Exchange Online policies and configurations to ensure consistency and compliance with organizational standards.
- Collaborated with other IT teams to integrate Exchange Online with other systems and applications, such as Azure and On-Premises.
December 2021
-
January 2023
Pune
Analyst
- Previous Assignments
- Worked for Clients like Bank of America and Jacobs.
- Provided L1 and L2 support to customers as per Client Requirements.
- Identify and diagnose issues, problems and request and provided solutions.
- Troubleshoot and resolve hardware and software issues, also support products like Outlook, MFA, Skype, VPN, Remote PC, printers, HVD, and managed user account on Active Directory, Network, and MS Office apps.
- Worked on Incident tickets and also handled Request/ Work Order tickets related to software, shared drive and printer access.
- Ticketing tool - Worked on ServiceNow and BMC Remedy to report users' issues, and Slack is used for team collaboration.
- Provided remote technical support to global users' inquiries via call, chat, and email.
- Answering FAQs related to products or services, features, account setup, billing inquiries, or general usage questions.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased customer satisfaction by analyzing feedback and implementing necessary changes.
- Escalating unresolved issues or complex problems to higher-level support tiers when necessary.
December 2017
-
December 2021
Mumbai
Education
B.E (Computer Engineering)
May 2013
-
May-2017 : 64.37%
Smt. Indira Gandhi College of Engineering
Certifications
MS-203 : Microsoft 365 Certified Messaging Administrator Associate
August 2022
-
August 2023
MS-500 : Microsoft 365 Certified Security Administrator Associate
July 2022
-
July 2023
MS-100 : Microsoft 365 Identity and Services
July 2022
MS-900 : Microsoft 365 Certified Fundamentals
July 2022
Awards
Received TCS Gems Award for becoming Xcelerate Warrior.
Received Star of the Month Awards
