Manish Singh

Work History

Senior Technical Support Engineer

Broadcom (VMware Software India Private Limited)

Bangalore

07.2022 - 05.2024

Currently managing VMware Horizon & Workspace One UEM infrastructure for top 70 premium accounts, including Twitter, Walmart, and Louis Vuitton with a High case volume environment
Oversaw new user onboarding process, including end-user access to systems, user account creation/disabling, and providing necessary training
Maintained accurate and thorough documentation of tasks and projects, meeting high-quality standards, and expected timeframes
Proficient in networking (Unifi Equipment preferred) and security standards, maintaining network integrity and security
Demonstrated strong knowledge of Windows, Mac, and Server Operating Systems, ensuring smooth operation and maintenance of systems
Experienced in working with VPNs, Multi-Factor Authentication (DUO), access control systems, and authentication systems, ensuring secure access and monitoring of systems
Strong communication and troubleshooting skills, with a keen attention to detail, ensuring effective and efficient resolution of technical issues
Able to work effectively in a fast-paced environment under pressure, maintaining professionalism and delivering high-quality support
Serving as the Single Point of Contact (SPOC) for infrastructure issues related to workspace one UEM & vSphere Server, coordinating with technical support engineers, and collaborating with engineering/R&D teams for bug resolution & Technical Communication
Maintaining excellent customer rapport, Standard operating Procedure & ensuring a delightful experience, and demonstrate proficiency in de-escalation, engaging the correct teams for issue resolution operating 24/7 to ensure continuous support
Accomplished Support Engineer with expertise in Workspace ONE Unified Endpoint Management (UEM) & VMware Horizon, with a focus on adeptly implementing upgrade strategies
Possesses a comprehensive skill set spanning iOS, macOS, Windows, Mobile Application Management (MAM), Mobile Device Management (MDM), Automation, REST API, and Software-as-a-Service (SaaS Products) solutions
Known for a proficiency in providing robust technical support and solutions
Skilled in streamlining operations and enhancing efficiency through effective automation techniques and leveraging REST API capabilities & Deep understanding of VMware vSphere troubleshooting, root cause analysis, and log interpretation for SaaS and on-premises setups

Lead, Operations support engineer

Concentrix (Convergys India Services Private Limited)

11.2019 - 05.2022

Basic Troubleshooting on Windows Operating system 2008, 2008 R2,2012, 2012 R2, 2016 and 2019
SCCM and WDS
Basic troubleshooting on Windows Networking
Managing On-Prem Domain Controllers
Identifying the source of Account lockout to help prevent Brute force
Maintaining AD partitions & FSMO roles
Managing User profiles & group policies and various User Performance Issues
Troubleshooting AD Authentication and LDAP configuration related issues by collecting network capture
Kerberos and NTLM
Troubleshooting and configuration of DFSR and FRS
Troubleshooting AD Replication
Root cause analysis for various Directory services related issues
Capable of analyzing Netmon, Procmon, Process explorer
Capable of analyzing the group policy logging, netlogon logon
Analyze the Schannel tracing
Experienced on cloud servers
Knowledge on shared and dedicated server
Live troubleshooting on the application hosted on cloud
Automation of repetitive tasks
Vulnerability and Risk Closure
Handling outages
Sound Knowledge of Azure Active Directory:
Oversee the operational management of Azure AD services, ensuring high availability, reliability, and performance
Lead the resolution of complex Azure AD incidents and service requests, providing expert support and guidance
Develop, maintain, and enforce operational procedures and documentation for Azure AD management
Collaborate with IAM engineering and architecture teams to support the implementation of Azure AD solutions and integrations
Perform regular system health checks, monitor Azure AD performance, and conduct capacity planning
Coordinate with IT and security teams to ensure IAM operations align with security policies, compliance standards, and best practices
Mentor junior operations support analysts and contribute to their professional development
Manage Azure AD features such as conditional access, multi-factor authentication (MFA), and privileged identity management (PIM)
Drive automation and process improvement initiatives to enhance IAM operational efficiency
Act as an escalation point for high-impact operational issues and provide strategic recommendations for Azure AD enhancements
Lead operational support tasks, including system monitoring, user provisioning, access reviews, and troubleshooting
Implement and maintain operational procedures and documentation for identity services, including disaster recovery plans
Collaborate with the IAM engineering team to transition new features and services into production, ensuring operational readiness
Conduct regular operational reviews and audits to identify and remediate potential security gaps or inefficiencies
Drive the automation and optimization of operational processes to enhance system reliability and reduce manual workload
Mentor junior operations analysts and contribute to the development of training materials and best practices

Technical Support Analyst 2

Optum Global Solutions

04.2017 - 10.2019

Provide the technical support for Optum Global Solutions
Ensure proper assistance, documentation and closure
Handling Cisco IP Phone configuration and setup Mobile phones
Help user related to Password, access related issues
Reach Incident Management team for any Production impact to business
Configuration network printer & network devices
Troubleshooting and managing issues related to VPN&OTP
Basic knowledge of Active Directory, DNS, DHCP, VPN, WDS, WSUS, Patch management, Domain Control, FSMO roles, FTP and Policy & Permission apply on users & computers
Knowledge of software installation also troubleshooting applications
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
Knowledge of software installation also troubleshooting applications

Summary

Overview

Work History

Senior Technical Support Engineer

Lead, Operations support engineer

Technical Support Analyst 2

Education

BBA -

Senior Secondary School -

Secondary School -

Skills

Certification

Languages

Timeline

Work Availability

Personal Information

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