Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
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Kajal Rai

Kajal Rai

Pune

Summary

A professional with hands-on experience in troubleshooting Office 365, Salesforce, and Outlook issues, along with expertise in managing Remote Desktop Sessions, Azure Virtual Desktop (AVD), and FSLogix solutions. Skilled in providing technical support, resolving user issues, and optimizing virtual desktop environments. Additionally, with experience as a Finance Advisor, offering financial guidance and personalized solutions. Adept at combining technical proficiency with customer-focused support to enhance system functionality and deliver excellent user experiences.

Overview

5
5
years of professional experience

Work History

Technical Support Engineer

Concentrix Technologies
Pune
08.2023 - Current
  • Specialised in managing, configuring, and troubleshooting remote desktop sessions, Azure Virtual Desktop (AVD) environments, and FSLogix profiles, ensuring seamless virtual desktop experiences for end-users.
  • Diagnosed and resolved technical issues related to user connectivity, performance, and system resource allocation in remote desktop and AVD environments.
  • Implemented and optimised FSLogix profile solutions to enhance user profile management, reducing login times and ensuring consistency across virtual desktop infrastructures.
  • Provided technical support for AVD and FSLogix integration, collaborating with cross-functional teams to deploy, monitor, and maintain virtual environments.
  • Diagnosed and resolved performance bottlenecks, latency issues, and configuration errors within virtual environments to ensure optimal functionality and productivity.
  • Led root cause analysis and implemented preventive measures to minimize recurring issues in remote desktop and virtual desktop environments.
  • Delivered high-quality support via remote troubleshooting, documenting issues and resolutions for knowledge sharing and process improvement.
  • Collaborated with internal teams to continuously improve workflows, ensuring timely resolution of technical issues impacting remote access and virtual desktop users.

Technical Support Engineer

Wipro Limited
Pune
11.2021 - 06.2023
  • Provided first-line support for hardware, software, and network issues, ensuring timely resolution or escalation.
  • Assisted with Salesforce login, navigation, and report generation for a seamless user experience.
  • Resolved Outlook connectivity, sync, and send/receive errors to improve user productivity.
  • Managed and troubleshot Exchange Online issues, including email delivery, calendar, and mailbox access.
  • Created, modified, and deleted user accounts in Active Directory and Office 365, ensuring proper access and security.
  • Administered user settings and licenses through the Office 365 Admin Portal for optimal service delivery.
  • Assisted with password resets and account access issues, ensuring minimal disruption.
  • Provided on-site technical support, resolving hardware and software issues quickly.
  • Shared troubleshooting steps and updated Knowledge Base articles for team use.
  • Used ServiceNow for tracking issues, ticket management, and documenting solutions.

Customer Finance Advisor

Tech Mahindra Business Services
Pune
10.2020 - 11.2021
  • Provided support by resolving billing issues, including discrepancies, payment inquiries, and account charges.
  • Handled customer concerns promptly and professionally to improve satisfaction and retention.
  • Engaged with clients via phone, email, or chat to review and clarify billing statements and resolve disputes.
  • Offered financial guidance, including payment plans, discounts, and promotions, tailored to clients’ needs.
  • Coordinated with other departments to resolve complex billing issues, ensuring timely follow-ups and escalations.
  • Assisted with updating billing information, managing refunds, and addressing billing-related requests.
  • Educated customers on managing accounts, payment schedules, and avoiding future billing issues.

Senior Technical Support Engineer

Concentrix Technologies India
Pune
02.2020 - 08.2020
  • Diagnosed and resolved mailbox provisioning issues, ensuring seamless email access for users.
  • Addressed mailbox creation errors, permissions, and syncing issues for proper email configuration.
  • Managed and troubleshot Multi-Factor Authentication (MFA) issues, ensuring secure system access.
  • Administered Azure Active Directory (Azure AD), including user provisioning, RBAC, and identity management.
  • Supported on-prem Active Directory (AD), managing user accounts, group policies, and troubleshooting login and synchronization issues.
  • Ensured smooth integration and synchronization between Azure AD and on-prem AD in hybrid environments.
  • Implemented and maintained secure access controls using MFA and Azure AD conditional access.
  • Assisted users with MFA sign-in setup and troubleshooting.

Education

B.Tech/B.E. - Electronics/Telecommunication

GH Raisoni Institute of Engineering and Technology
Pune
01.2020

Class XII - Madhya Pradesh

Madhya Pradesh
01.2013

Class X - Madhya Pradesh

Madhya Pradesh
01.2011

Skills

  • Customer Service
  • Communication Skills
  • Sales
  • Customer Support
  • Uk Process
  • Office 365
  • Team
  • MS Exchange
  • MS Office Outlook
  • Salesforce
  • Teams
  • Outlook Configuration
  • Servicenow
  • AVD
  • FSLogix
  • Remote Desktop Session

Languages

  • English
  • Hindi
  • Nepali

Personal Information

  • Total Experience: 4 years 7 months
  • Date of Birth: 01/19/96
  • Gender: Female
  • Marital Status: Single / Unmarried

Timeline

Technical Support Engineer

Concentrix Technologies
08.2023 - Current

Technical Support Engineer

Wipro Limited
11.2021 - 06.2023

Customer Finance Advisor

Tech Mahindra Business Services
10.2020 - 11.2021

Senior Technical Support Engineer

Concentrix Technologies India
02.2020 - 08.2020

B.Tech/B.E. - Electronics/Telecommunication

GH Raisoni Institute of Engineering and Technology

Class XII - Madhya Pradesh

Class X - Madhya Pradesh

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Kajal Rai