Rohit Sharma

Experience

• 

  ICCS

  May 2018 - Jan 2019

  Customer Service Representative
• 

  Wipro Technologies

  Feb 2019 - Aug 2021

  • Provide technical support for hardware and software issues for users in a fast-paced environment, ensuring minimal downtime and high customer satisfaction.• Install, configure, and maintaine desktop computers, laptops, and peripherals, ensuring compliance with company standards.• Diagnose and resolve technical issues related to operating systems (Windows, macOS) and application software through remote support• Implement and support backup solutions to ensure data integrity and disaster recovery readiness.• Collaborate with cross-functional teams to streamline IT processes and improve service delivery efficiency.• Document technical procedures and support tickets using service now, providing clear and concise information for future reference.• Desktop support • Application Installation • Disk Clean up • BSOD • OS Upgrade Show less

  • Support Engineer

    Mar 2020 - Aug 2021

  • Associate

    Feb 2019 - Mar 2020
• 

  Concentrix

  Sept 2021 - now

  • Lead a team of technical support specialists in diagnosing and resolving complex Active Directory issues, enhancing service delivery and customer satisfaction.• Collaborate with cross-functional teams for Active Directory troubleshooting scenarios.• Develop and deliver training programs for support staff on Active Directory tools, processes, and troubleshooting techniques.• Manage escalated support cases, ensuring timely resolution and maintaining high standards of customer service.• Implement monitoring and reporting solutions to track Active Directory performance and identify areas for improvement.• Assist with the documentation of technical procedures to improve the efficiency of support operations.• Participate in regular reviews of support metrics and processes, recommending changes to enhance operational effectiveness.• Foster a culture of continuous improvement, encouraging team members to pursue certifications and professional development in Microsoft technologies. Show less • Diagnose and resolve complex technical issues related to Active Directory performance issues due to LSASS, Group Policy, Kerberos Authentication etc.• Analyze server logs, error messages, and performance issues to identify the root cause.• Provide in-depth resolution for escalated support requests, collaborating with engineering teams if needed.• Take ownership of high-priority incidents, driving them to resolution.• Ensure SLAs (Service Level Agreements) are met by promptly resolving customer issues.• Document the issue resolution process and maintain detailed incident logs.• Excellent troubleshooting skills, especially in complex, multi-layered environments• Ability to perform root cause analysis (RCA) on critical issues. Show less • Act as a primary resource for Active Directory best practices, policies, and procedures across the organization.• Provide expert guidance on the design, implementation, and maintenance of Active Directory infrastructure.• Lead initiatives for optimizing Active Directory performance and security, ensuring compliance with industry standards.• Collaborate with cross-functional teams to integrate Active Directory with other enterprise systems and applications.• Analyze and resolve complex Active Directory issues, including replication failures, authentication challenges, and group policy conflicts.• Mentor junior staff and provide strategic direction on Active Directory projects and initiatives.• Stay current with emerging trends and technologies in identity management and access control. Show less Active Directory Domain Services:• Manage DCPROMO for configuring domains and promoting domain controllers.• Resolve Active Directory replication and Kerberos authentication issues.• Enhance LSASS performance using tools like Windows Performance Analyzer.• Investigate slow LDAP response times and resolve delays.• Configure and maintain DFS Replication and Sysvol replication.• Perform metadata cleanup to remove outdated domain controllers.• Administer Group Policies, including preferences and audit settings.• Ensure seamless RODC failover for high availability in branch offices.• Manage Windows Time Service for domain-wide synchronization.• Investigate account lockout issues and implement roaming profiles and folder redirection.• Create Group Managed Service Accounts (GMSA) for enhanced security.• Administer Legacy and Windows LAPS for secure password management.Active Directory Certificate Services:• Design and implement PKI with one-tier and two-tier hierarchies.• Configure Auto Enrollment for streamlined certificate management.• Support Cross-Forest Enrollment for secure certificate issuance.• Troubleshoot and optimize TLS configurations, managing cipher suites.• Utilize Wireshark to analyze certificate-related traffic issues.• Use IISCrypto to optimize SSL/TLS settings for security.Devices & Deployment:• Manage OS updates and upgrades to minimize downtime.• Configure Volume Activation with KMS and ADBA for license management.• Perform OS repair and recovery for system functionality.• Apply Patch Management using Group Policies for system security.• Back up BitLocker Recovery Keys in Active Directory for encryption management.• Use PROCMON for advanced system troubleshooting and WinDBG for debugging complex issues. Show less

  • Technical Lead

    Aug 2024 - now

  • Escalation Engineer

    Jun 2023 - Jul 2024

  • Subject Matter Expert

    Nov 2022 - May 2023

  • Senior Technical Advisor - I , Microsoft EPS

    Sept 2021 - Oct 2022