Anbalagan Letchumanan

Key Responsibilities:

• Manage and administer the Office 365 environment (Exchange Online, SharePoint Online, Teams, Power Platform), ensuring security, compliance, and high availability.
• Provide second-level support and advanced troubleshooting for Exchange Online, MS Teams, SharePoint Online, and related collaboration services.
• Implement and maintain Microsoft Purview Information Protection (labels, policies, DLP, compliance rules) in partnership with the CISO team.
• Lead the Power Platform rollout (Power BI, Power Automate, Power Apps), and support the SharePoint transformation by migrating legacy solutions and developing new workflows.
• Establish governance, lifecycle management, and operational standards across O365 workloads to ensure SLA compliance.
• Conduct performance monitoring, capacity planning, and trend analysis to improve system reliability and optimize resources.
• Create and maintain technical documentation and SOPs to support knowledge transfer and new team member onboarding.
• Collaborate on cross-functional initiatives, including ITSM enhancements, M&A integration, and global workplace strategy projects.

Key Achievements:

• Successfully deployed Microsoft Purview Information Protection, strengthening compliance and secure data classification.
• Improved collaboration adoption by rolling out MS Teams enhancements and Loop apps, streamlining communication globally.
• Automated governance tasks in Exchange Online and SharePoint reduce the manual administrative workload.
• Contributed to the global SharePoint Transformation Project, delivering modern Power Platform solutions.
• Recognized as a core Digital Workplace contributor for driving operational excellence, cross-team collaboration, and process improvements.

Key Responsibilities:

• Led a team supporting global Digital Workplace operations, providing technical guidance, and mentoring to junior staff.
• Coordinated with global vendors (Microsoft, HP, Lenovo, and Symantec) to ensure compliance and operational excellence.
• Oversaw endpoint and O365 services, ensuring SLA compliance and alignment with IT roadmaps.

Key Achievement:

Guided the team in supporting global endpoint management and O365 adoption projects, ensuring a seamless handover and continuity.

Key Responsibilities:

• Administered Microsoft 365, Exchange, SMTP, SCCM, Lotus Notes, CrashPlan, antivirus solutions, and endpoint platforms.
• Acted as an SME for O365, Azure, and endpoint management, providing escalation support and expertise across global teams.
• Designed and deployed cost-effective desktop management solutions, aligned with global IT standards and strategies.
• Delivered monthly global security scan reports, and enforced compliance with IT security.

Key Projects and Achievements:

• MFA Rollout (Project Manager): Successfully deployed Office 365 MFA across 20,000 global users, enhancing security and compliance.
• Endpoint Management (Project Manager): Deployed Ivanti Endpoint Manager across 15,000 endpoints globally, streamlining lifecycle and patch management.
• Microsoft Intune and Autopilot (Project Team): Supported zero-touch deployment initiative for European endpoints.
• Teams Rollout (Project Team): Contributed to the zero-distance collaboration initiative, driving the adoption of MS Teams for seamless global collaboration.

Key Responsibilities:

• Provided global end-user support for incidents and service requests related to endpoints, operating systems, and applications.
• Performed Active Directory administration (Group Policy, PowerShell) for account and policy management.
• Coordinated with vendors to troubleshoot and resolve hardware/software issues.
• Tested and deployed endpoint patches, ensuring compliance with security requirements.

Key Achievement:

Contributed to the implementation and day-to-day support of the global Self-Service System, improving efficiency and reducing the support load.

Key Responsibilities:

• Delivered first-line technical support via phone, email, and chat for global users, resolving issues within defined SLAs.
• Provided support for Windows OS (XP, Vista, 7, 8), MS Office (2003–2013), MS Outlook, and enterprise applications.
• Diagnosed and resolved hardware, software, networking, and printer issues, escalating to Tier 2/3 teams when required.
• Logged and tracked 100% of incidents and service requests in the call management system, ensuring proper lifecycle management.
• Maintained a high level of customer service, ownership, and proactive issue resolution.
• Supported MS Exchange and MS Communicator: mailbox setup/configuration, secure email, conferencing, and AD-based access control.
• Administered Active Directory tasks: credential access, group membership, and secure token management.
• Provided mobile device support (iOS, Android, Blackberry) for push email, content locker, and enterprise password resets.
• Conducted network troubleshooting (LAN, WAN, WLAN, VPN), VPN setup, router/modem configuration, and server access enablement via Active Directory.
• Handled software deployment (via AD, SCCM), reformat/reimage processes, profile troubleshooting, and remote assistance tools.
• Supported MS Office suite troubleshooting: PST repair, mailbox configuration, Excel queries/formulas, PowerPoint media setup, and Word formatting.

Key Achievements:

• Consistently met SLA targets, maintaining high user satisfaction scores for IT support delivery.
• Recognized for end-to-end case management, ensuring incidents were resolved efficiently, and escalated appropriately.
• Acted as a point of contact to improve team collaboration and communication, enhancing service delivery quality.

Key Responsibilities:

• Served as a single point of contact for the IT service desk, delivering 1st and 2nd level support for networking, business applications, and enterprise IT services in line with P1 WiMAX standards and SLAs.
• Provided high-level troubleshooting and technical support via IM, web, phone, and onsite visits to customer offices and homes.
• Received and analyzed escalated tickets, conducted case studies, and implemented resolutions, or escalated to third-level support.
• Liaised with clients to understand technical and business requirements, ensuring that issues were resolved effectively.
• Investigated customer complaints, identified trends, and created troubleshooting checklists to streamline resolution processes.
• Maintained strong team collaboration by coordinating with supervisors and peers to align with organizational goals.

Key Achievement:

• Improved incident resolution efficiency by documenting recurring issues and creating a troubleshooting knowledge base for Level 1 and Level 2 teams.