Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Manish Malhotra

Wollert,VIC

Summary

Experienced Support Engineer delivering Level 3 support for Microsoft 365 collaboration services in large-scale environments. Expertise in optimizing Exchange Online, Microsoft Teams, SharePoint Online, and Azure Active Directory. Proficient in ITIL-aligned incident and change management, PowerShell automation, and root cause analysis. Focused on enhancing Level 1 and Level 2 team knowledge, promoting effective operations and collaboration across technology and business stakeholders.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Specialist Support Engineer

Insurance Australia Group
Melbourne , VIC
03.2022 - Current
  • Specialist Support Engineer Microsoft 365 Collaboration Services
  • Delivered Level 3 support for Microsoft 365 collaboration services in enterprise environments, assisting over 15,000 users across Australia and offshore locations.
  • • Troubleshoot and resolve complex issues in Exchange Online, Microsoft Teams, SharePoint Online, OneDrive and Azure Active Directory.
  • • Perform advanced incident diagnostics and root cause analysis, collaborating with Network, Security and Platform teams to resolve service-wide issues.
  • • Managed incident and service request queues, ensuring timely resolution within SLAs.
  • • Utilize PowerShell scripting to automate repetitive Microsoft 365 administrative tasks and improve operational efficiency.
  • • Monitored service performance, identified gaps, and implemented targeted improvements, enhancing service stability and overall user experience.
  • • Participate in project delivery, UAT testing and pilot initiatives for Microsoft 365 platform enhancements. • Support Windows and macOS endpoints, including Intune, JAMF and device lifecycle activities.
  • • Collaborated with business stakeholders and cross-functional technology teams to uphold service quality and promote continuous improvement initiatives.

Application Support Analyst – VPS4

DEPARTMANT OF HEALTH AND HUMAN SERVICES VICTORIA
Melbourne , VIC
09.2021 - 01.2022
  • Diagnosed and resolved application issues for multiple departments, enhancing user experience across platforms.
  • Collaborated with IT teams to enhance system functionality and performance, increasing system reliability for end users.
  • Provided technical support for COVID vaccine management system (CVMS), ensuring seamless business operations during critical periods.

Customer Services Officer

COVID19 HOTLINE (DEPARTMANT OF HEALTH) SERCO
Melbourne , VIC
01.2021 - 09.2021

Help Desk Support/Customer Services

SERVICES AUSTRALIA (DEPARTMANT OF HUMAN SERVICES/CENTRELINK) SERCO
Melbourne , VIC
10.2018 - 11.2020

Education

Certification in ERP (SAP Material Management)

Atos
Delhi India
01-2013

Graduate Diploma of Computing

University of Ballarat
Ballarat, VIC
01-2001

Certificate II in Electronics

Box Hill TAFE Institute
Box Hill, VIC
01-2000

Advance Diploma in Computer Hardware, Software

Jetking Institute of Technology
Delhi, India
01-1995

Bachelor of Arts - Business Economics

University of Delhi
Delhi, India
01-1994

Certification Logistics, Supply Chain Management

Atos
Delhi, India

Skills

  • Microsoft 365 Collaboration Services: Exchange Online Microsoft Teams SharePoint Online OneDrive for Business Azure Active Directory / Entra ID Microsoft Intune Microsoft Defender (M365)
  • Enterprise Support & ITIL: Level 3 Technical Support Incident Management Problem Management Change Management Service Request Fulfillment SLA Management Root Cause Analysis (RCA) BAU Operations
  • Automation & Scripting: PowerShell Scripting User Provisioning Automation Access and License Management Reporting and Diagnostics
  • Technical Writing
  • Platforms & Endpoints: Windows 10 / 11 macOS Microsoft VDI / Citrix DaaS JAMF Endpoint Configuration
  • Monitoring & Documentation: Service Monitoring and Performance Analysis Knowledge Article Creation Knowledge Base Improvement Technical Documentation
  • Tools & Systems: ServiceNow Jira Confluence Azure Portal

Certification

  • Microsoft Certified Exam AZ-900: Azure Fundamentals
  • Microsoft Certified Exam MD-100: Windows 10
  • Currently preparing for: – Microsoft Certified: Azure Administrator (AZ-104)
  • Currently preparing for: – Microsoft 365 Enterprise Administrator Expert

Accomplishments


  • Star Employee Award
    Services Australia (Department of Human Services / Centrelink) – Serco | 2019
  • Quality Award for achieving 100% performance across Settlement Periods 4–12
    Services Australia (Department of Human Services/Centrelink) – Serco | Jan 2019

Timeline

Specialist Support Engineer

Insurance Australia Group
03.2022 - Current

Application Support Analyst – VPS4

DEPARTMANT OF HEALTH AND HUMAN SERVICES VICTORIA
09.2021 - 01.2022

Customer Services Officer

COVID19 HOTLINE (DEPARTMANT OF HEALTH) SERCO
01.2021 - 09.2021

Help Desk Support/Customer Services

SERVICES AUSTRALIA (DEPARTMANT OF HUMAN SERVICES/CENTRELINK) SERCO
10.2018 - 11.2020

Certification in ERP (SAP Material Management)

Atos

Graduate Diploma of Computing

University of Ballarat

Certificate II in Electronics

Box Hill TAFE Institute

Advance Diploma in Computer Hardware, Software

Jetking Institute of Technology

Bachelor of Arts - Business Economics

University of Delhi

Certification Logistics, Supply Chain Management

Atos
Manish Malhotra