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Robin Poulose |
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Experience
October 2016 – present
Office 365 Technical Consultant/WIPRO, Navi Mumbai
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As a technical consultant, I assist
my clients (Office 365 Administrator) to setup and configure different services
and applications like exchange online, SharePoint online, OneDrive for
Business, Teams, Office 365 Suite, Azure active directory setup etc.
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Advice my clients on different Microsoft
products and pricing.
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Provide remote assistance
through Phone and take remote access using LogMeIn Rescue app of the affected
machine. We follow the GDPR policy and make sure to secure customer personal data.
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Document problems and
troubleshooting steps accurately and succinctly in the appropriate support
tools provided (Rave).
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Maintain knowledge with
accurate and up to date information relating to current updates, policies,
procedures and troubleshooting techniques. Resolve customer inquiries by using
the tools provided by Microsoft to achieve quick, efficient and excellent
customer experience.
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Good adaptability in working on
rotational shift as per customer requirement.
Worked with different clients located at different locations like North
America, Europe, Africa, Australia and Asia classified as NOAM, EMEA and APAC
region.
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Assist the customer to
troubleshoot end user configuration to isolate, resolve and close the issue
(i.e. User level, Application level, network level or machine level).
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Analyze, develop and
communicate, key onboarding process and technology improvements for office 365
implementation.
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Onboarding task include domain
verification, bulk user creation and provision of OneDrive for business,
migration of data and setup services like mail flow, SharePoint connected
services.
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Execute, manage and lead office
365 migration for Microsoft clients (small business 10-150 users)
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Perform different migration
like PST, IMAP, Cutover and Hybrid Migration as per the requirement from my
client.
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Provide all the basic knowledge
about different admin roles and access to my clients.
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Good understanding on Exchange Administrator,
SharePoint and OneDrive Administrator, Teams Administrator and Security and Compliance
Administrator
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Help the global administrator
to troubleshoot on issues like exchange mail flow, outlook connectivity,
exchange active sync, mailbox storage, connectors, smtp relay etc.
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For SharePoint online we help
them to troubleshoot site creation, SharePoint sharing files and permission and
OneDrive syncing issue
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As a Teams Administrator we
help to setup teams web and client application, troubleshoot team’s application
issue like sharing files and video, inviting external user, setup audio
conferencing and setup call queue and auto attendant through resource account.
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Have good understanding on tools
like AD Connect, Support and Recovery Assistance, EXRCA tool, MFCMAPI tool etc.
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Commands that did not work with
office 365 user interface we use PowerShell to edit the required
value/attribute. I have good understanding on different PowerShell modules like
Exchange, SharePoint and MSonline.
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Have worked and resolved cases based
on on-premise user and password sync issue, outlook connectivity issue and office
suite setup.
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We also handle cases related to
azure active directory, conditional access, multi factor authentication, Intune
and mobile device management and fetch audit logs.
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Good understanding of Exchange
2013 and 2016 server.
I have hands on experience in troubleshooting
on different operating system like MAC OS, Windows 7/8.1/10 client machine,
windows server 2008/R2 and windows server 2012 /R2, Windows server 2016, mobile
devices like android and iOS. August 2014 – September 2016
Software Engineer/HDFCERGO, Mumbai
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HDFCERGO offers General
Insurance plans in India including
motor, health, travel & home.
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My portfolio included tracking, logging
and respond to support tickets. Performed user account maintenance, managed
incidents and provide resolution for end-user technical challenges.
Troubleshoot hardware/software issues.
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Ensured that complex defects and
problems were resolved through production releases and upgrades.
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Wrote and executed SQL queries for reporting and research purposes.
june 2011 – august 2014
Team Member - Adv/AonHewitt, Mumbai
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I have worked as team member advance
for Bank of America client. We used to do analysis of Leave of Absence.
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We used to update the SDI value
for biweekly and semimonthly employees through Peoplesoft application.
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We did SDI calculation for
California, Rode Island states and we used to update the Peoplesoft application
with right codes for leaves like paternity, military leave, state disability
and long-term disability leave.
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I used to generate the
off-cycle form for retro paychecks.
Achievement: I have created Automated Office cycle and SDI
calculator form in Excel using Macros to reduce the manual work of calculation
and validation which contributed towards process excellence. july 2010 – June 2011
Customer Service Representative/ Intelenet Global Services, Mumbai
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In Intelenet, I have worked as
customer service representative for Equifax credit report agency.
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I used to handle customer
dispute regard to their Equifax credit report. We used to make correction based
on the customer dispute and share them with updated credit score.
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Handled queries like name
change request, SSN number correction and removal of fraudulent account from
Equifax credit report etc.
Certification:
Skills
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Management of Office 365
users and licenses
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PowerShell scripts
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Troubleshooting Hybrid
Configuration, Mail flow, Outlook Connectivity
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Security & Compliance
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E-discovery
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Mailbox Archiving
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Permissions
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AD connect / Directory sync
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VM creation
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Macros
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Office 365 Tenant Setup
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Exchange online
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Mailbox migration
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Bulk OneDrive provisioning
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Office Deployment using ODT
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Shared Mailboxes
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Compromised account remedies
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Spam/Malware filter policy
creation
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OneDrive for Business
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SharePoint Online
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SQL
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