Rahulkumar Kothiya

• As a Technical Advisor, I handle escalations, review support cases, deliver refresher trainings, mentor engineers to enhance technical skills, and collaboration with internal teams and external partners to drive resolution and excellence.
• Provide advanced technical support for Microsoft Enterprise clients.
• Diagnose and troubleshoot complex identity-related issues by replicating customer environments in an in-house lab, performing comprehensive testing, and delivering effective resolutions.
• Conduct in-depth root cause analysis (RCA) on escalated issues, identifying underlying problems and providing strategic remediation plans.
• Assist enterprise customers in migrating on-premises identity infrastructure to cloud-based authentication models, including Staged Roll out, Azure App Registration, and Application Proxy.
• Help Microsoft enterprise customers transition their on-premises environment to a hybrid setup using the Microsoft Entra Connect tool. This involves synchronizing and managing devices, users, domains, and directory attributes between their local Active Directory and Microsoft Entra ID (formerly Azure AD).
• Develop and implement identity and access management (IAM) solutions, ensuring adherence to best practices for security, compliance, hybrid identity, and device management.
• Extensive experience with Azure App Registrations, SAML based SSO, Entra Connect, Azure Portal Administration, Role Based Access Control (RBAC), Entra ID roles, and Identity Protection.
• Designed and implemented in-house lab environments for testing, troubleshooting, and training purposes, covering a wide range of enterprise identity and access management scenarios:

1. Hybrid Identity Setup: Built hybrid environments integrating on-premises Active Directory Domain Services (ADDS), Active Directory Federation Services (ADFS), Active Directory Certificate Services (ADCS), and IIS Web Server using Microsoft Entra Connect. Enabled seamless synchronization and identity federation between on-premises infrastructure and Microsoft Entra ID.

2. Single Sign-On (SSO) and API Testing: Configured and tested SSO flows and API integrations using App Registrations and Enterprise Applications in Microsoft Entra ID. Utilized Postman for validating authentication and authorization mechanisms across various endpoints with Oauth 2.0 protocols.

3. Entra Application Proxy: Deployed and configured IIS Web Server to act as a backend for Microsoft Entra Application Proxy, enabling secure remote access to internal applications.

4. Windows Hello for Business: Implemented multiple trust models including Certificate Trust, Key Trust, and Cloud Kerberos Trust for Windows 10/11 devices to enhance passwordless authentication and user experience.

5. Federated SSO with ADFS: Established domain federation between on-premises ADFS and Microsoft Entra ID to support federated authentication scenarios and streamline access management.

• Handle, update and maintain hardware, software, and network related tickets/task free rest by using Service Now ticketing tools.
• Troubleshoot and resolve 0365 (Outlook, Word, Excel, PowerPoint) related issues.
• Install new updates in Windows OS on user's computers as needed, including installing device drivers and other software required for the computers to operate properly.
• Basic troubleshoot network issues like VPN, Wi-Fi connection issues.
• Add or remove user or computer to required SCCM SGS, reset password, generate bit locker keys in Active directory.
• Create, update, and maintain KBS (Knowledge base articles)

• Acting as a first point of contact for all customer queries professionally and efficiently through a mixture of channels through phone, email.
• Supported customers with basic technical support for internet issues (DICE, Low internet speed, intermittent connection), Volop (Linksys model) setup support.
• Assisted customers with general support for third-party devices, peripherals, network connection issues (WIFI/wired connection issue).
• Created tickets and escalated to related departments timely manner with accurate details with the use of Salesforce ticketing tools.
• On boarded and trained all incoming junior tech support specialists.