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VASANTHA SYAM RAYAPROLU

L2 Support Engineer | Microsoft 365 • Hyderabad, India • r********************@gmail.com • +91*******502 • drivetube.ai/•••••

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

Programming Languages: PowerShell
Cloud and DevOps: Microsoft 365,Exchange Online,SharePoint Online,OneDrive for Business,Microsoft Teams
Tools and Methodologies: ServiceNow,Exchange Admin Center,Microsoft 365 Admin Center,ITIL
Identity & Access: Azure AD,Entra ID,Azure AD Connect,Active Directory,SSO,MFA
Email, Mail Flow & Compliance: Mail Flow & Message Trace,Transport Rules,Connectors,NDR Analysis,Distribution & Shared Mailboxes
Security & Compliance: Microsoft 365 Security & Compliance Center,eDiscovery,Litigation Hold,Spam Filtering,Quarantine
Scripting & Automation: Exchange Online PowerShell
Administration & Migration: Hybrid Exchange on-prem + Exchange Online,Mailbox Migrations,Post-migration Validation
Client & Productivity: Outlook desktop & web,Office 365 adoption & UAT support

Work Experience

Wipro
Hyderabad, India
Technical Lead (L2/L3 M365 Support)
February 2024 – July 2026
Worked at a global IT services provider delivering L2/L3 Microsoft 365 support for enterprise clients, handling Exchange Online, SharePoint Online, Teams and hybrid AD/Exchange issues.
Tech Stack: Exchange Online, SharePoint Online, Microsoft Teams, PowerShell, Azure AD, Azure AD Connect, Exchange Admin Center, Microsoft 365 Security & Compliance Center, ServiceNow
  • 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.
Maintec Technologies
Hyderabad, India
Senior Consultant (L2/L3 M365 Support)
July 2022 – February 2024
Provided L2/L3 support for Microsoft 365 and hybrid Exchange environments for enterprise customers, focusing on mail flow, identity sync, security policies and user access.
Tech Stack: Exchange Online, SharePoint Online, PowerShell, Azure AD Connect, Azure AD, ServiceNow, Microsoft 365 Admin Center
  • 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.
Prism Information Technology
Hyderabad, India
Senior Consultant (Support & Collaboration)
January 2020 – July 2022
Supported Office 365 collaboration and hybrid Exchange services, focusing on mailbox migrations, SharePoint coexistence, SMTP and Outlook connectivity for enterprise users.
Tech Stack: Exchange Online, SharePoint Online, PowerShell, Azure AD, Hybrid Exchange, Outlook, Microsoft 365 Admin Center
  • 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

JNTU College of Engineering, Hyderabad
M.Tech – Computer Science • Hyderabad, India • 2013
Kakatiya University
MCA – Master of Computer Applications • Warangal, India • 2010
Kakatiya University
B.Sc – Statistics • Warangal, India • 2007

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