felcia jasmine
@felciajasmine
Application Support Specialist focused on Microsoft 365 operations and SLA fixes.
IndiaWhat I'm looking for
I’m an IT support and application operations professional with 6+ years administering Microsoft 365, Exchange, and SharePoint environments and supporting enterprise applications for global clients across the US, UK, and APAC. I’m hands-on with incident resolution, mailbox and license management, and ServiceNow/JIRA ticket coordination, with a strong focus on cross-team communication and SLA-driven outcomes.
In my recent role as a Software Engineer for Application Support & Enhancements, I supported enterprise software, partnered with stakeholders to capture requirements and document workflows, and coordinated with QA on testing, defect tracking, and release support. Before that, as an MS Exchange Administrator, I handled mail flow and mailbox management, resolved Outlook/Teams/OneDrive and provisioning issues within SLA timelines, and led knowledge transfer and change-related troubleshooting—now restarting my career after a planned family career break.
Experience
Work history, roles, and key accomplishments
Software Engineer - App Support
SysvineTechnologies
May 2021 - Apr 2024 (2 years 11 months)
Provided enterprise application support and issue troubleshooting for a US-based client within Agile sprint cycles. Coordinated with business/technical stakeholders and QA on testing, defect tracking, releases, and maintained operational documentation.
Administered and supported Microsoft Exchange environments, including mail flow, mailbox management, and routine health checks. Resolved end-user Outlook/calendar/mail flow/Teams/OneDrive issues across global regions and coordinated with Microsoft support to address mailbox and license provisioning incidents within SLAs.
Aerial Social Care Coordination
Medecision
Supported application workflows and feature enhancements based on business needs and coordinated with development, QA, and client stakeholders. Assisted with issue resolution and documentation.
Enterprise Messaging Support
GSK & Becton Dickinson
Supported enterprise messaging systems for global clients, managing operational coordination and helping resolve issues across regions.
Education
Degrees, certifications, and relevant coursework
Loyola-ICAM College of Engineering & Technology
Bachelor of Engineering, Computer Science Engineering
2013 - 2017
Completed a B.E. in Computer Science Engineering at Loyola-ICAM College of Engineering & Technology in Chennai.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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