VASANTHA SYAM RAYAPROLU
Professional Summary
L2 Support Engineer with 6+ years of experience delivering Level 2/3 technical support for Microsoft 365, Exchange Online, and SharePoint Online in large global enterprise environments. Strong in mailbox and mail flow troubleshooting, SharePoint site and permission management, Azure AD/AD Connect issues, ServiceNow-based incident lifecycle, and PowerShell automation to reduce manual effort and improve SLA compliance.
Technical Skills
Work Experience
- Resolved Exchange Online mailbox access issues, NDR analysis and mail flow disruptions using Exchange Admin Center and message trace to restore service within SLA and reduce user impact.
- Diagnosed and remediated transport rule and connector misconfigurations in hybrid environments to restore mail flow and eliminate repeat escalations.
- Managed SharePoint Online site collections, permissions and OneDrive sync escalations via SharePoint admin center, improving access restoration for end users.
- Handled compliance and legal support using Microsoft 365 Security & Compliance Center for Litigation Hold, In-Place Hold and eDiscovery exports to meet audit and legal requests.
- Developed PowerShell automation for ticket diagnostics, monitoring and reporting, reducing manual troubleshooting effort by 30% and improving incident response consistency.
- Performed post-migration validation after Active Directory migration activities and coordinated cross-time-zone escalation resolution with global support teams to ensure data and mailbox integrity.
- Delivered Level 2/3 support for Exchange Online, SharePoint Online, Teams and hybrid Exchange, consistently meeting SLA targets for enterprise incidents.
- Diagnosed and resolved complex transport rule, connector and mail flow issues escalated from L1 using message trace, transport logs and Exchange Online admin tools.
- Troubleshot Azure AD Connect synchronization failures and resolved identity issues to prevent account sync gaps between on-prem AD and Azure AD.
- Managed spam filtering, quarantine releases and Microsoft 365 security policy enforcement to reduce phishing-related incidents and improve tenant security posture.
- Automated recurring reporting and administrative tasks with PowerShell, cutting manual ticket handling time by approximately 50%.
- Logged and managed Incident, Problem and Change requests in ServiceNow, ensuring SLA compliance and clear ticket documentation for escalations.
- Provided L2/L3 support for Exchange Online, SharePoint Online, Azure AD and hybrid Exchange environments, resolving escalated incidents through root-cause analysis.
- Troubleshot SMTP relay, Outlook connectivity and mail routing issues using transport logs and message trace to restore mail flow and client access.
- Supported SharePoint Online site provisioning, coexistence configurations and document library permission issues during post-migration stabilization.
- Managed mailbox migration and post-migration support activities to ensure successful user transitions to Office 365 with minimal disruption.
- Conducted Office 365 adoption sessions and provided UAT support to reduce onboarding-related tickets and accelerate user self-sufficiency.
- Automated routine monitoring and support tasks using PowerShell scripting to improve first-response resolution times and standardize diagnostics.
Education
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