Angel Susan Mathew
Etobicoke
Summary
Results-driven Technical Support Engineer with hands-on experience in Microsoft 365, Azure AD, Exchange, and Teams. Adept at troubleshooting, resolving complex technical issues, managing cloud-based environments, and ensuring seamless system operations. Strong background in identity management, system administration, and client service. Passionate about enhancing IT support efficiency and user experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Care Support
Rogers (Tech Mahindra)
04.2025 - Current
- Provide empathetic and efficient customer support for Roger’s clients through Tech Mahindra
- Responsibilities include assisting with technical troubleshooting, billing inquiries, and service-related concerns while ensuring customer satisfaction and emotional comfort in every situation
Office365 Support Engineer
Allyis India Private Limited
03.2023 - 04.2024
- Provided technical support for Microsoft 365 & Exchange Online, ensuring smooth email security and mail flow
- Administered Azure AD — Enforced MFA, Conditional Access policies, and monitored audit logs
- Managed Microsoft Teams — Policy management, permissions, voice configurations
- Resolved client connectivity issues across Teams, SharePoint, Outlook, and OneDrive
- Troubleshot inbound/outbound mail flow issues on Exchange Server
- Generated reports using Message Trace to analyze and prevent mail disruptions
Office 365 Support Analyst
Concentrix India Private Limited
03.2021 - 12.2022
- Delivered remote technical support for Microsoft Exchange, Teams, and O365 portals
- Assisted with SharePoint Online & OneDrive administration, ensuring correct permissions
- Handled Active Directory tasks — Creating user IDs, groups, and security roles
- Provided Level 2 support for Microsoft products, addressing technical incidents effectively
Application Ops Trainee
Condeco Software Private Limited
06.2018 - 10.2020
- Assisted in Azure-based application deployment & service delivery
- Provided customer support via ServiceNow, Jira & BMC Remedy
- Maintained Condeco applications by troubleshooting system bugs and errors
IT Analyst
HCL Technologies
05.2018 - 06.2018
- Supported Office 365 & Microsoft Exchange 2013 user account creation and management
- Worked with BMC Remedy, Active Directory, IBM Endpoint Manager, and Cisco Prime
Education
Bachelors of Engineering, (B.E.) - Computer Science & Engineering
Anna University
01.2017
Skills
- Microsoft 365 & Exchange Online — Administering accounts, mail flow, permissions
- Azure AD & Identity Management — MFA, Conditional Access, Compliance
- PowerShell Scripting — Automating admin tasks
- Troubleshooting & Ticketing — Teams, SharePoint, Outlook, OneDrive
- IT Support & Helpdesk — Incident management, remote troubleshooting
- ServiceNow, Jira & BMC Remedy — ITSM tools experience
Certification
- B.E. in Computer Science & Engineering — Anna University (2018)
- Microsoft Certified: Azure Fundamentals (AZ-900)
- CompTIA A+ or ITIL Foundation
Languages
English
Malayalam
Hindi
Tamil
Timeline
Customer Care Support
Rogers (Tech Mahindra)
04.2025 - Current
Office365 Support Engineer
Allyis India Private Limited
03.2023 - 04.2024
Office 365 Support Analyst
Concentrix India Private Limited
03.2021 - 12.2022
Application Ops Trainee
Condeco Software Private Limited
06.2018 - 10.2020
IT Analyst
HCL Technologies
05.2018 - 06.2018
Bachelors of Engineering, (B.E.) - Computer Science & Engineering
Anna University
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