Ratika Chiluka

• Hands-on experience with Office 365 portals: created/deleted users, white-listed email addresses, delegated permissions, configured email clients with Office 365 email addresses, configured mobile phones with email clients, shared calendars, and troubleshot issues related to sharing and Office 365.

• Supported enterprise clients with Office 365 issues related to messaging, user access, and compliance.

• Provided frontline support for email issues, including Outlook connectivity, account provisioning, and permissions.

• Escalate complex issues, document cases and ensure first-contact resolution when possible.

• Troubleshooting and diagnosing complex product issues, ensure focusing on productivity, quality, SLA.

Incidents/requests> Dynamics 365, Service now.

• Maintained Exchange Server 2016/2019 environments and supported user migration to Office 365.

• Knowledge on active directory and Azure active directory. • Analytical and problem-solving skills with attention to detail.

• Supported Exchange Online environment, including mailbox management and guest account cleanup.

• Diagnosed and resolved issues related to spam filtering, message delays, and mail delivery failures.

• Performed routine health checks on Exchange services and ensured compliance with IT policies.

• Provided Tier 2 support for Exchange Online users and resolved escalated issues.

• Administered Office 365 tenants, including mailbox provisioning, distribution lists, shared mailboxes, and resource calendars. Training sessions to L1 support team and created internal knowledge base articles.

• Monitored and managed the Microsoft 365 Service Health Dashboard; configured proactive alerts.

• Implemented In-Place Hold, eDiscovery searches, and data retention policies via Microsoft 365 compliance center.

• Managing User Mailbox, Shared Mailbox, and Resource Mailbox.

• Managing DL and DDL.

• Creation and Management of Shared Mailboxes, Resource Mailboxes manually, and User Mailboxes.

Full access/Send As/Send on Behalf Permissionmanagement on Mailboxes

• Monitored and supported the IT environment outside of business hours if required.

• Resolved mail flow issues, spam filtering problems, and calendar synchronization errors.

• Supported Exchange hybrid setup with Outlook client connectivity and DNS troubleshooting.

• Coordinated with Microsoft Premier Support, Advanced support for partners for critical cases and service restoration.

• Analyzing the logs using Assist 365 Microsoft tool and sharing the root cause to clients.

• Excellent knowledge of Administrator Exchange environment.

• Troubleshooting and fixing issues related to Mail flow, Client Connectivity, Mailbox Quotas, Permissions, Duplicate Mailbox and Message Re-call.

• Hands-on experience with PowerShell scripting.

• Experience in implementing Office 365 Enterprise E1, E3, E4, and E5 licenses.

• Basic knowledge on SharePoint, implement and maintain SharePoint sites ensuring optimal performance and usability.

• Maintain accurate records of customer interactions and issues for future reference.

• Creating mailboxes, giving access rights, and extending Storage limits.

• Working on mailbox disconnect and reconnect requests.

• Troubleshooting free busy issues and meeting issues.• Hands-on experience with Office 365 portals: created/deleted users, white-listed email addresses, delegated permissions, configured email clients with Office 365 email addresses, configured mobile phones with email clients, shared calendars, and troubleshot issues related to sharing and Office 365.

• Supported enterprise clients with Office 365 issues related to messaging, user access, and compliance.

• Provided frontline support for email issues, including Outlook connectivity, account provisioning, and permissions.

• Escalate complex issues, document cases and ensure first-contact resolution when possible.

• Troubleshooting and diagnosing complex product issues, ensure focusing onInInciIncidents/requeIncidents/requestsnner.ts/requeIncidents/requestsnner.

• Worked on ticketing tools Rave, Dynamics 365, Service now.

• Maintained Exchange Server 2016/2019 environments and supported user migration to Office 365.

• Knowledge on active directory and Azure active directory. • Analytical and problem-solving skills with attention to detail.

• Supported Exchange Online environment, including mailbox management and guest account cleanup.

• Diagnosed and resolved issues related to spam filtering, message delays, and mail delivery failures.

• Performed routine health checks on Exchange services and ensured compliance with IT policies.

• Provided Tier 2 support for Exchange Online users and resolved escalated issues.

• Administered Office 365 tenants, including mailbox provisioning, distribution lists, shared mailboxes, and resource calendars. Training sessions to L1 support team and created internal knowledge base articles.

• Monitored and managed the Microsoft 365 Service Health Dashboard; configured proactive alerts.

• Implemented In-Place Hold, eDiscovery searches, and data retention policies via Microsoft 365 compliance center.

• Managing User Mailbox, Shared Mailbox, and Resource Mailbox.

• Managing DL and DDL.

• Creation and Management of Shared Mailboxes, Resource Mailboxes manually, and User Mailboxes.

Full access/Send As/Send on Behalf Permissionmanagement on Mailboxes

• Monitored and supported the IT environment outside of business hours if required.

• Resolved mail flow issues, spam filtering problems, and calendar synchronization errors.

• Supported Exchange hybrid setup with Outlook client connectivity and DNS troubleshooting.

• Coordinated with Microsoft Premier Support, Advanced support for partners for critical cases and service restoration.

• Analyzing the logs using Assist 365 Microsoft tool and sharing the root cause to clients.

• Excellent knowledge of Administrator Exchange environment.

• Troubleshooting and fixing issues related to Mail flow, Client Connectivity, Mailbox Quotas, Permissions, Duplicate Mailbox and Message Re-call.

• Hands-on experience with PowerShell scripting.

• Experience in implementing Office 365 Enterprise E1, E3, E4, and E5 licenses.

• Basic knowledge on SharePoint, implement and maintain SharePoint sites ensuring optimal performance and usability.

• Maintain accurate records of customer interactions and issues for future reference.

• Creating mailboxes, giving access rights, and extending Storage limits.

• Working on mailbox disconnect and reconnect requests.

• Troubleshooting free busy issues and meeting issues.

Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.

• During this tenure I have served as a windows administrator for Max Life Insurance.
• Installation and upgradation of OS, Kernel and additional Packages using RPM and YUM.
• Good knowledge on Networking concepts (Port connectivity, name resolution, firewall rules).
• Resolve customer service requests and alerts involving technology at customer sites including Windows workstation OS, Windows servers OS, Microsoft Office 365.
• Printers, routers, firewalls, switches, VPN, Remote Desktop Services, VoIP and mobile phones, backup solutions and vendor-specific hardware and software according to Solution Builders standards.
• Basic Knowledge on Active Directory.

• During this tenure I was trained on java, html, css, ajax, spring boot, mysql.
• Did Interview tracking system project using java, html, css, ajax, spring boot, mysql interview tracking system.
• Did web portal for paying guest search and management using php, html, css bootstrap, mysql.