OMKAR KHOPADE

Achievements :

• Awarded the “High Five Award” three times for exceptional technical expertise and consistently achieving the highest CSAT's.

Proofpoint Email Security Platform:

• Managed across 250+ enterprise customers for Email Security related issue.
• Resolved 1,000+ support cases with Maintained 98% SLA compliance
• Managed customer escalations and resolved high-priority (P1/P2) production incidents within SLA.
• Troubleshooting email flow issues across Proofpoint Protection Server, Microsoft 365 / Exchange Online, including inbound, outbound, and internal mail routing.
• Performing detailed log analysis (PPS / gateway / MTA Logs / Filter Logs / message tracking) to identify delivery failures, delays, or policy enforcement issues and providing fixes.
• Investigated email delivery issues including delayed emails, message rejection, NDRs, quarantine, and policy enforcement.
• Performed detailed email header analysis to identify mail flow, delivery, authentication, and routing issues, providing accurate root cause analysis and effective resolutions.
• Managing and optimizing: Firewall rules & mail flow connectors Policy routes.
• Managed L1 Support for TAP & TRAP(Targeted Attack Protection):URL Defense Attachment Defense.
• Assisting customers with email authentication protocols: SPF, DKIM, DMARC
• Collaborating with Account Manager and Technical Account Manager as needed.
• Collaborating with internal teams (Networking, M365, Security Operations) for complex multi-platform cases.
• Delivered weekend on-call support for critical production issues, ensuring minimal downtime and adherence to SLA commitments.

Proofpoint Email Archive Product :

• Supported Proofpoint Enterprise Archive administration and troubleshooting.
• Resolved Journal Mailbox connectivity and email archiving issues.
• Administered on Archive Retention, Disposition, and Legal Hold policies for Enterprise Customer.
• Performed eDiscovery searches and compliance-related investigations.
• Troubleshot AD Sync issues for both Hosted and On-Premises environments.
• Supported Supervision policies and compliance monitoring.
• Assist on Archive Audit Reports.
• Assisted with archive data exports and customer data retrieval requests.
• Ensured compliance and archive service availability through timely issue resolution.

Defender for O365 & Exchange Online :

• Managed 25000+ Mailboxes
• Administered Microsoft Exchange Online and Microsoft Defender for Office 365 for global enterprise customers, ensuring secure, reliable, and compliant email services.
• Managed Exchange Online mail flow, connectors, transport rules, shared mailboxes, distribution groups, and mailbox permissions.
• Configured and optimized Microsoft Defender for Office 365 policies, including Anti-Phishing, Anti-Spam, Safe Links, Safe Attachments, and Anti-Malware protection.
• Investigated and resolved complex mail flow issues using Message Trace, email header analysis, SMTP diagnostics, and DNS validation (MX, SPF, DKIM, and DMARC).
• Managed quarantine operations, analyzed false positives and false negatives, and fine-tuned security policies to improve detection accuracy.
• Performed mailbox administration, retention policy management, online archiving, and litigation hold configuration while ensuring compliance with organizational and regulatory requirements.
• Automated administrative tasks using Exchange Online PowerShell and maintained comprehensive technical documentation and knowledge base articles.
• Managed P1–P4 incidents, performed root cause analysis (RCA), and consistently met SLA commitments while delivering exceptional customer support.

• Administered Microsoft Exchange Online mailboxes, shared mailboxes, distribution groups, and Microsoft 365 Groups.
• Managed Microsoft 365 user lifecycle, including user provisioning, license assignment, mailbox creation, and access management.
• Administered Microsoft Entra ID users, groups, RBAC, and Conditional Access policies.
• Managed On-Premises Active Directory user accounts, security groups, and access permissions.
• Monitored and resolved Microsoft Entra Connect (Azure AD Connect) synchronization issues between on-premises AD and Microsoft 365.
• Assigned and managed Exchange Online and Microsoft 365 licenses, ensuring compliance with organizational requirements.
• Performed Level 1 Okta IAM administration, including user provisioning, group management, and MFA support.
• Monitored Microsoft Intune device enrollment and compliance, assisting users with compliance-related issues.
• Provided 24×7 on-call operational support for Microsoft 365, Exchange Online, and identity services, meeting SLA targets.
• Collaborated with cross-functional teams to resolve mailbox, mail flow, identity, and access-related incidents

• Provided remote support for end users, troubleshooting O365, Active Directory, and Exchange Online issues including account management, password resets, email configuration, and access control.
• Managed user accounts and group memberships in Active Directory, ensuring proper access permissions and security settings for seamless collaboration across organizational resources.
• Assisted in Exchange Online tasks such as mailbox creation, permission management, and mail flow troubleshooting, ensuring smooth email communication.
• Performed O365 admin tasks like license assignments, policy configurations, and basic user provisioning to optimize user productivity and system security.

• Account Creation & Setup: Ensure new users are granted access to appropriate systems and applications (email accounts, internal systems, software tools, etc.).
• Access Permissions: Configure user roles and permissions based on the job function and department.
• Hardware Troubleshooting: Diagnose and repair computer hardware issues (desktops, laptops, printers, peripherals, etc.).
• Software Support: Provide troubleshooting and support for software installations, configurations, and updates.
• Network Connectivity: Resolve issues related to network connectivity (Wi-Fi, VPN, and wired network connections).
• User Support: Offer technical support for end-users, answering questions, and resolving issues with operating systems, applications, and devices.