Suraj Sahoo

• Acquired and flashed devices with latest software builds.
• Performed stationary, performance, sanity, mobility, network, UI, integration, and regression testing on 2G/3G/4G/5G/LTE/VoLTE networks.
• Captured logs using Debuglogger, Bug2Go, QXDM, Shannon, ADB, and Pixel Logger tools.
• Tested call quality on 2G, 3G, 4G, and 5G networks.
• Identified and reported software and hardware issues on mobile devices during field testing.
• Prepared detailed bug and test summary reports.

Contractual period for office 365 project

• To work closely and discuss with Infrastructure, Security, and Client Services teams regarding strategy and planning involved at Pre-migration stage of Office 365.
• To take ownership of Office 365 tenant, infrastructure operations, and support, including Azure AD and Mimecast.
• To troubleshoot and manage email flow and authentication issues for 10 - 20 users per day.
• To reset MFA in Azure Active Directory.
• To assign licenses to users and groups by group membership in Azure Active Directory.
• To reset two-factor Authentication for Mimecast.
• To enable Mimecast for Outlook as well as to allow or block specific domains and whitelisting emails in Mimecast admin portal.
• To maintain data for migrated and non-migrated office 365 accounts and users for different regions.
• To create and maintain technical documents related to issues with Office 365 apps, collaboratively with Security, Infrastructure, and Client Services teams.

• Created and modified user accounts in AD Manager Plus.
• Provisioned new accounts for users in Office 365 using Office 365 admin center.
• Managed ERP applications for users in Windows server using RDP.
• Created and modified Skype account feature for users in SFB web server.
• Troubleshoot Office 365 and in-house ERP application issues.
• Managed incident and request tickets in Service now with average of 95% CSAT score.
• Monitored host alerts and service alerts using Nagios monitoring tool.
• Taken care of priority incidents and requests by following ITIL practices for IT service management.
• Organized training sessions for new hires & guided them with the roles and responsibilities of the team.

• Worked for the first 6 months as 1st line Technical support and then as Application system administrator for Alshaya retail, food & Office 365 applications.
• Used SSMS (SQL Server Management Studio,2008) to execute queries for database modifications.
• Acted on needs of user and controlled user access permissions, privileges, and security.
• Reduced number of incidents for Outlook by 40% by creating solutions in collaboration with concerned teams and sharing them with end-users.
• Handled tickets in GLPI & ServiceNow ticketing tools as well as being a part of ServiceNow implementation, problem analysis, and testing team.
• Contributed to documentation of service level agreements (SLA) that includes incident management & request management modules.
• Advocated & reported maintenance of bug fixes, proxy issues, and patch sets for existing web applications due to which tickets dropped by 10%.
• Recognized for consecutive nominations for employee of month award between Q2 and Q3 of 2018.