Kiran Kumar
Sr. Technical Lead (Active Directory And PKI)
New Delhi
Summary
A resourceful individual with a diversified 12 years of work experience in Active Directory and PKI Support (Microsoft), Team Management and Customer Service. Proficient in quality assurance, policy adherence and resource utilization with an excellent reputation for resolving problems and improving customer satisfaction.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Sr. Technical Lead
Concentrix, Microsoft Vendor
Gurugram
08.2017 - Current
- Currently Leading team of 17 engineers as Sr. Technical Lead for Directory Services Team. Below are some key responsibilities:
- Providing Action plan and support to L1 and L2 engineers and working with them to resolve complex and challenging issues on Authentication, PKI, Group Policy and other ADDS and ADCS components.
- Delivering MOC and PST Trainings to New Joiners and helping them in transition to Associate support engineer. Trained over 70+ engineers in past 4 years.
- Implementing strategies to achieve KRA's and achieve desirable CSAT score of 4.6 while reducing High age cases to below 25%.
- Prior to becoming technical lead worked on On-Premise AD issues and gained experience on PKI, Hybrid Azure Environment.
- Achieved Subject Matter Expertise on Authentication protocols like Kerberos, NTLM, PKI.
- Worked on issues related to Domain Migration, Multi Domain, Cross Forest, Protocol Transitioning, Delegation, Double Hops and triple Hops, RODC, ADLDS, ESR, Windows Hello, Windows Time.
- Provided support on issues related to User Profiles, Group policy, AGPM, ADMT, LAPS, FGPP.
- Collaborated on Issues related to Azure Active Directory, Hybrid Azure Domain on Authentication, Smart card and windows Hello for Business.
- Provided Internal Triages and on-job Training Session as and when required.
- Pacifying Irate customers and handling Escalations to improve customer experience and lower DSAT Scores.
Technical Support Engineer
Tech Ginie
New Delhi
09.2016 - 06.2017
- Assisted System Administrator with Creating, Deleting and Managing Active Directory Objects, Group Policies, Permissions, Shares, Firewall, Security, Backups and other Day to Day Operations.
- Responded to over 10 support requests from Windows Home users and patiently walked individuals through basic troubleshooting tasks.
- Acquired knowledge on Basics of Active Directory and Windows Server 2012, 2012R2 and 2016 while helping internal IT team.
- Reviewed and analyzed security logs to determine and alleviate network threats
Technical Support Engineer
Infinigent BPO
Gurgaon
03.2016 - 08.2016
- Managed over 15 calls everyday for support requests on home computers with Windows Vista, 8 and 8.1 and windows 10.
- Delivering support and customer service to help end user with software and hardware issues on windows systems.
- Assessed other teammates with irate customers and escalations with empathy and proper communication.
Business Owner/Graphic Designer
Tenpl Technologies
Vasco Da Gama
01.2013 - 12.2015
- Established Connections with domestic and International clients for Graphic Designing, Web Development and Event Planning. Collaborated on over 60+ Projects
Team Manager
Sandbox Infotech, Scoders.com (Vendor)
Margao
04.2011 - 12.2012
- Managed team of 12 associates to deliver Customer experience and timely support on Proprietary Application.
- Conducted interviews to hire new talent and reviewed Performance to share detailed report with overseas Clients.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
Sales Executive (Brand Ambassador)
Sanda Wellness
Margao
08.2010 - 02.2011
- Performed 200-250 Cold calls everyday to Sell Health supplement products to UK Based Customers.
Education
MBA - Information Technology
Suresh Gyan Vihar University
Jaipur, RJ 07.2021 - Current
Bachelor of Computer Applications - Computer Science And Programming
Jaipur National University
Jaipur, RJ 12.2018 - 06.2021
HSSC (12th) -
Kendriya Vidyalaya No.1
Vasco Da Gama, GA 04.2004 - 03.2005
SSC (10th) -
Kendriya Vidyalaya No.1
Vasco Da Gama, GA 04.2002 - 05.2003
Skills
Active directory domain services
PKI
Group Policy
Kerberos and NTLM
Windows Server support
Customer Service and Support
Team Management
Mentorship and Training
ADCS
Hybrid Domain
Domain Controller Troubleshooting
Windows Hello
LAPS
LDAP
DNS
Windows User Profiles
Windows Server Administration
Windows System Administration
Accomplishments
- MCSE (Windows Server 2012R2)– May 2018
- Technology based Entrepreneurship Development Programme – April – May 2013
- Customer Service Specialist | LinkedIn Learning
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
MBA - Information Technology
Suresh Gyan Vihar University
07.2021 - Current
Bachelor of Computer Applications - Computer Science And Programming
Jaipur National University
12.2018 - 06.2021
Sr. Technical Lead
Concentrix, Microsoft Vendor
08.2017 - Current
Technical Support Engineer
Tech Ginie
09.2016 - 06.2017
Technical Support Engineer
Infinigent BPO
03.2016 - 08.2016
Business Owner/Graphic Designer
Tenpl Technologies
01.2013 - 12.2015
Team Manager
Sandbox Infotech, Scoders.com (Vendor)
04.2011 - 12.2012
Sales Executive (Brand Ambassador)
Sanda Wellness
08.2010 - 02.2011
HSSC (12th) -
Kendriya Vidyalaya No.1
04.2004 - 03.2005
SSC (10th) -
Kendriya Vidyalaya No.1
04.2002 - 05.2003