Balamurugan Palanivel

• Provide expert support to Microsoft 365 Business subscription customers across technical issues via the Admin Portal, SMB Hub, and
support channels (voice, email, chat).
• Handling mailbox setup and migrations for Exchange, OneDrive, SharePoint, and Teams, ensuring seamless customer transitions.
• Assisting customers in porting Skype phone numbers to Microsoft Teams Business subscriptions.
• Advised customers on licensing options aligned with their business goals, including plan selection, upgrades, downgrades, and cancellations.
• Resolved billing-related issues such as cancellations, refunds, overcharges, and updates to customer contactinformation.
• Executed Product-Led Growth (PLG) strategies by guiding customers through self-service onboarding, encouraging feature adoption,
and driving in-product engagement.
• Collected and analyzed customer feedback and usage data to generate actionable insights for improving Microsoft 365 features and user
experience.
• Promoted Microsoft 365 Copilot by demonstrating how it enhances productivity through AI-powered assistance in Word, Excel, Outlook,
and Teams.
• Maintained high performance standards by consistently achieving or exceeding client-defined KPIs.

• Provide technical leadership and guidance to the team, ensuring the successful delivery of projects and adherence to best practices.
• Manage and oversee projects, ensuring timely delivery, budget adherence, and quality outcomes.
• Identify areas for process improvement and implement solutions to enhance team efficiency.
• Identify training needs within the team and provide guidance and support for skill development.
• Identify and mitigate risks related to technical aspects of projects, ensuring smooth project execution.

• Achieved and maintained a system uptime of 99.9% across all projects, ensuring seamless operations.
• Renewed subscriptions and manage new licenses for software in JV projects within specified timelines and budget, ensuring compliance
and optimal software usage.
• Led at least two process improvement initiatives per year resulting in increased efficiency of IT operations.
• Liaised with IT Support Personnel for delivery of computing & network services, ensuring timely resolution of ITissues.
• Ensured backup processes are completed within specified timeframes and data is recoverable, safeguarding data against loss or corruption.
• Managed and maintained all IT infrastructure according to best practices and industry standards, ensuring reliability, security, and
performance.
• Ensured compliance with data governance policies and procedures, with no major data breaches or incidents, protecting sensitive
information and maintaining stakeholder trust.

• Designed and executed migration plans for on-premises workloads to Azure cloud (IaaS & PaaS), ensuring seamless transition and minimal
downtime.
• Designed & deployed Azure Backup solutions, ensuring data integrity and availability in cloud environment.
• Designed and executed migration strategies from on-premises to Azure IaaS & PaaS, leveraging best practices and ensuring successful
migration of services.
• Managed network storage in Azure, ensuring optimal performance, security, & availability of resources.
• Spearheaded migration of user mailboxes to Office 365 from on-premises, assigning licenses to users.

• Oversaw IT department to align with organizational goals, driving efficiency in IT operations.
• Ensured the availability of all IT services (Network, Servers, Printers, Telecom, etc.) for 1800+ users across the main project office and 18+
remote site offices, enhancing productivity and user satisfaction.
• Managed and oversaw Service Desk operations, ensuring efficient incident resolution and high customer satisfaction. Generated and
analyzed KPI reports for Service Desk performance, identifying areas for improvement.
• Designed and implemented Domain Controllers (Windows Server 2016/2012) for 1800 users, incorporating Active Directory, DHCP Failover,
OU Creation, Group Policies, DHCP, DNS, SCCM, and user control for efficient user management.
• Designed and implemented Kaspersky Endpoint Security as Primary site setup and Secondary site setup, enabling easy administration for
rollout and updates, ensuring robust endpoint protection.
• Implemented Microsoft Exchange Online System (Microsoft 365) and Advanced Threat Protection for 1800 users, utilizing Exchange admin
center for mailbox management and anti-spam policies, enhancing email security and efficiency.
• Managed license for M365, for emails, SharePoint and Teams including user mailbox properties such as legal hold and online archive,
ensuring compliance and optimal license utilization.
• Designed and implemented Corporate Firewall (SonicWALL 4600 series with Failover) with access rules, policies, VPN tunnels,
site-to-site VPN, and VPN client for mobile users, ensuring secure network access and data protection including establishing the
communication in the tunnels during the construction period.
• Defined the Backup Strategy using Veritas Backup Exec for use in HP MSA 2028/2024, ensuring data protection.
• Installed and upgraded database servers and applications, for major solutions like Primavera and in-house ERPsolutions.
• Implemented and maintained IP Based CCTV System, IP PABX Telephone System, Biometric access control systems, and SonicWALL wireless
solution, enhancing security and access control measures.