IT Support & Identity Operations Engineer

Career Summary:

Focus on IT Support, Operations, Customer experience, and quality of delivery.

I have held responsible positions with Fortune client Microsoft Corp LTD for the past 5 years with experience as a technical support engineer in Identity and Access Management in both Active Directory and AZURE AD. Providing escalation support for multiple features related to Azure Active Directory. I worked as Software Test engineer from Internship to full-time role at Global IT Firm Coign Consultants. Accomplished and integrity-driven professional with a strong focus and enormous success in IT support, Operations, Software Test Engineering, Technical solutions, team collaboration & Delivery. Recognized as a savvy support engineer with strengths in customer experience, troubleshooting experience, and contributing to improving the process, prudently managing customer escalations in challenging business environments demanding high standards of quality and precision.

Professional Summary:

I am a technocrat with 5+ years of experience in the areas of, IT-Support, Azure Customer Experience, Software test Engineering, and solution management.

Experienced in supporting global customer issues by diagnosing, analyzing, and troubleshooting.

Experienced in guiding the setup and implementation of AAD features like Conditional Access, Multi-factor Authentication, MFA providers such as Duo MFA with enabling Password less sign-in feature using MS Authenticator App or FIDO2 Security Key and Identity protection, Device Registration, Single Sign-On, Enterprise application, App Registrations, domain controllers, ADFS, Entra Connect sync, Entra Cloud Sync, B2C, B2B, RBAC, PIM, Account management, External collaboration settings, Cross tenant policy, Identity Governance, Azure Key vaults, Entra User management etc.

Experience in collaborating with customers in integrating their Line-of-Business applications or custom- developed applications with AAD using the App Registration portal and Configured Identity Protection policies in the end clients’ environments for risk detection and remediation. Renuka Tanakala

Azure Cloud Engineer

E-mail **************@*****.*** LinkedIn www.linkedin.com/in/renukatanakala/ Phone 425-***-****

Experienced in Incident & problem management, handling complex troubleshooting scenarios and global customers effectively handling emerging process problems.

Commendable technical skills coupled with effective interpersonal techniques that facilitate interaction with people of diverse cultural backgrounds across the organizational ladder and manage change with ease.

Versatile and multi-skilled with the ability to manage multiple responsibilities simultaneously to achieve defined goals, objectives, and milestones.

Work Summary:

Cloud Support Engineer Azure AD Authentication/Microsoft Defender Endpoint– LTIMindtree (Microsoft Ltd)

Customer Service Support (CSS) team provides technical support to multiple Azure products and services. Mindtree ltd is official partner for Microsoft in providing Azure cloud support, which has multiple projects, and I am part of Azure AD Authentication team which will be supporting Microsoft customers for implementation and troubleshooting technical issues during usage AAD features for world class support experience. CLIENT: Microsoft Corp

For the past six months, I have been working as a dedicated Defender Endpoint support engineer, helping to stabilize and secure the Organization’s endpoint infrastructure.

Expertise in Onboarding / Offboarding Devices on Defender Endpoint, Microsoft Defender AV, ASR rules, and Custom Indicator for File Hash.

My role has been focused on implementing and optimizing Microsoft Defender solutions, ensuring prompt protection against cyber threats, and providing expert support to maintain a seamless endpoint operation.

Solve complex problems arising in hybrid cloud environment involving broad Azure product knowledge thereby driving deployment of customer network into Azure cloud platform.

Diagnosing, analyze, and troubleshoot issues and situations requiring critical thinking skills.

Building and Installing servers.

Migrating On-premises environment to Azure Cloud.

Expertise on various Microsoft Identity related products like Azure AD Authentication, ADFS, Web Application Proxy, Conditional Access, MFA, Enterprise Applications, App Registrations, My Apps, Device Registration, Azure AD Identity Protection, Azure AD App Proxy, Windows Hello for Business, Pass through Authentication, Seamless single sign on, SSO, Password less login, Password Protection, SSPR, Management Groups, B2B, B2C, Licensing and Group based Licensing, Managed Identities, Password reset, User Management, Administrative Units, Audit Logs, Azure AD Domain Services(ADDS), RBAC, Privileged Identity Management, Microsoft Entra Connect, Microsoft Entra Cloud Sync, SCIM Provisioning etc.

Configured custom policies in end clients’ environments for risk mitigation, Self-service password reset (SSPR). Assisted customers to add custom domains to azure AD.

Assisted customer in renewal of SSL Certificate on Active Directory Federation Services (ADFS) server and Web Application Proxy (WAP).

Good knowledge in making Azure Subscriptions cost efficient.

Good Knowledge in creating and building VM's, VNet, Creating and managing application integrations from Azure Side.

Good Knowledge in using these tools Fiddler, Kusto, Logs Minors, Jarvis, Service Desk, Service Now, Rave, Dynamics 365.

Expert in Creating and implementing above mentioned features of Azure in organization level.

Successfully established test labs using Hyper-V, Azure subscriptions and Azure AD test Tenants so that we can replicate issues before implementing them in production.

Experience in Syncing Objects, Users, Groups, Workstation from active directory to Azure Active Directory.

Expert in other MFA, Conditional access policy, Identity Protection Policy, security defaults.

Create technical reviews, raise bug tickets for components, and provide permanent fixes.

Improve customer experience by providing world-class support. During implementation, technical issues, or guidance on product usage.

Improve product quality by collaborating with the team and TA’s on recurring issues, impacting scenarios, Identified customer pain areas during case troubleshooting.

Improve support experience by building knowledge base and training team on known issues and troubleshooting scenarios. Training new engineers during onboarding.

Prioritizing and handling the support requests to maximize resource utilization for achieving the SLAs defined.

Brownbag sessions to team members, Create KB's. Power BI Will be providing us statistics, issue resolutions, deliverables to our Microsoft Customers based on agreed KPI's.

Tracking milestones for what had been done so far or was still in need of any improvements. Software test Engineer KDE - Coign Consultants PVT Ltd KnowDEdge is an Online Learning and Assessment platform which is taken up in their respective colleges. Primary features are Assessments, Code compiler integration, Video integration, Reports Using Crystal reports API, Dashboard etc., There is an Admin login for each college through which SPOC from the college can track student’s online learning and assessments. Excel reports can be downloaded for further use by the college. Extensive reports can be generated in the Admin Login. As part of this project below are my Roles & Responsibilities:

Performed functional testing and user workflow for the Website/application end to end.

Created Test Plans and Test Cases for the application testing both manually and automation.

Queried the Database to retrieve data for Student Module and Professor Module.

Used Defect Tracking tools for tracking the bugs which arise during testing. Skillset

Technical Experience, Key Skills and Achievements: Azure AD Administration Azure AD, IAM, ADFS, MFA, CA, SSPR, Identity Protection, SSO, SAML 2.0, Security Defaults, B2B, O365, AADConnect, OAUTH, HAADJ, DEVICE REGISTRATION, RBAC, B2B,External Identities, Account Management, PIM, External collaboration settings, Cross tenant policy, Identity Governance, Azure Key vaults, Entra User management etc.

MDE Onboarding/Offboarding devices, ASR policy, Microsoft Defender AV, Custom Indicator.

Web technologies ASP.Net, HTML

Development Skill C#, VB.Net, PowerShell, SQL

Tools ServiceDesk, DFM, ASC, LogMeIn, Fiddler, Kusto, HAR, Quick Assist, Case Buddy.

Linguistic Skills English & Telugu

Education

Bachelor of Technology (Computer Science)

Training:

Microsoft Certified Azure Fundamentals AZ 900

Microsoft Certified: Identity and Access Administrator Associate SC300

Microsoft Certified: Azure Administrator Associate AZ104

AKV Certification L100, Courses designed by Microsoft for support Engineers.

Azure Lock Box Certification L100, Courses designed by Microsoft for support Engineers

Certified AAD Authentication L100, 200 courses designed by Microsoft for support Engineers.

Certified Account management L100, 200 courses designed by Microsoft for support engineers. Awards:

Pat on Back for excellent performance and deliverables by Coign Consultants.

Customer Excellence award by Mindtree for maintaining the customer experience consistently for a quarter. Thanks for your time to review my professional summary & skillset, please feel free to contact me for more information **************@*****.*** . Looking forward to your communication.

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