Vipin Prasad

Experience

• 

  HCL Technologies

  Nov 2009 - Nov 2012

  Senior Technical Support Officer

  ROLES AND RESPONSIBILITIESWalking the customers through the basic set up and installation of AT&T DSL serviceBasic PPPOE and wireless configuration of different modems and routersInstallation of Mcafee Internet Security SuiteConfiguration of email clients like Outlook.Troubleshooting basic Internet related problems in Windows OSEscalating the customer complaints to the appropriate personnel and confirmation of resolution on the sameEnsuring customer satisfaction by providing timely resolutionHandling customer queriesWorking in a team of 20 membersConducting team huddle in the absence of team leader and taking initiative in team building activitiesACHIEVEMENTS:Outstanding Agent in Jan 2011,Aug 2011, JFM Quarter 2011, Calendar Year 2011, June 2012 Show less

• 

  Wipro Technologies

  Nov 2012 - May 2014

  Service Desk Analyst

  Used Remedy and ServiceNow call tracking systems to log, track and manage Incidents and Service Requests.Maintained a first call resolution rate of over 85% and ticket assignment accuracy of over 80%.Troubleshot software and hardware problems via email and telephone, utilizing remote support tools like Bomgar.Performed password administration and access support for Active Directory, PeopleSoft and a number of internal/proprietary systems and applications.Performed weekly ticket analysis for the team to identify top call drivers and to minimize assignment errors Show less

• 

  Wipro Technoligies

  May 2014 - Oct 2017

  Exchange Administrator

  Providing L2 level support for a Health care clientManaging Exchange 2010, Exchange 2007 and Exchange 2003 servers.Providing support for 100K+ usersHandling severity calls during critical outages and coordinating the team accordingly. Working with applications that are dependent on email relaying.Performing change activities on servers adhering to change management process.Manage Mail server Health analysis ( Processor and CPU utilization, Event logs, Mail flow and MAPI connectivity, Services )Configure mailbox settings manually/ Exchange management shellTroubleshoot Email delivery issuesEnable mailboxes for archive, troubleshoot client issues related to archiving.Mail quota, delegation, rights management and individual mail restorePerforming Database fail over- fail back activitiesOWA access issuesCalendar issues (Free/busy information, scheduling meetings, shared calendar access ) Show less

• 

  HCLTech

  Oct 2017 - now

  • Provide L3 support to a multinational hospitality company for M365 services• Troubleshoot & resolve ServiceNow tickets raised by end users for the issues related to their Email, OneDrive, SharePoint, Teams and other M365 services• Leverage Power Automate to automate Business processes• Migrate End user data from on premise File shares to SharePoint online• Merge SharePoint sites and Teams using ShareGate• Write custom PowerShell scripts as per client requirements to generate reports and to automate repetitive tasks.• Perform cleanup activities to identify and remove unused O365 Groups and Microsoft teams Show less PROJECTS WORKED ON• Part of a two-man team that handled migration of 15K users from exchange 2007 to exchange O365. The exchange installation, configuration and migration was completed within 20 days.• Worked with the Quest vendor to perform the cross domain migration of 3.5 K users from one exchange environment to another without downtime or data loss.• Assisting the Microsoft vendor in the migration of 2.5K users from exchange 2007 to office 365. This include the installation of Hybrid servers, setting up connectors and routing, stamping the user mailboxes with the office 365 tenant routing addresses• Upgraded Scanmail (trendmicro) from version 12.5 to 14.0 for an exchange environment with 18k usersDAILY RESPONSIBILITIES• Performing Mail Server Health analysis (Processor and CPU utilization, Event logs, Mail flow and MAPI connectivity, Services)• Providing end user support on various issues through Remedy/servicenow tickets.• Create/Disable/Modify mailboxes, Create/Delete/Modify Distribution lists.• Configure mailbox settings for individual users• Troubleshoot Email delivery issues.• Enable mailboxes for journaling and work with the eDiscovery team to retrieve data from backup for the Legal team• Performing exchange patching for rollup updates on exchange 2010/exchange2013• Assisting SCCM team by rebooting exchange servers in maintenance mode post windows patching to ensure High availability• OWA access issues• Calendar issues (Free/busy information, scheduling meetings, shared calendar access). Show less

  • Microsoft 365 Engineer

    Dec 2021 - now

  • Exchange Engineer

    Oct 2017 - Dec 2021