Rahim Wadhwani
Senior Escalation Engineer (Microsoft Azure Virtual Desktop)
Pune,MH
Summary
Azure Cloud Support Professional with skills across cloud and on-premise. A highly accomplished Escalation Engineer with over 9 years of experience in the technical industry.
Proficient in efficiently troubleshooting complex technical issues and delivering superior solutions. Proven
track record in setting up infrastructures, conducting global workshops, and driving customer-focused
solutions. Skilled in mentoring, technical triages, and resolving complex issues. Adept at end-to-end project
management and robust system architecture. Excels in driving high-impact technical initiatives and
cultivating strong stakeholder relationships for project success.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Escalation Support Engineer
Concentrix
09.2023 - Current
- Handle escalations for Azure Virtual Desktop environment and Performance issues
- Highly motivated and results-oriented IT professional with extensive hands-on experience in managing and maintaining complex virtualized and cloud-based infrastructures
- Proficient in VMware, SQL Server administration, Hyper-V, Nutanix, file server management, and Azure cloud services
- Demonstrated ability to troubleshoot critical issues, implement efficient solutions, and optimize system performance
- Seeking a challenging role to leverage my expertise and contribute to the success of a dynamic organization
- Train the new hires on Azure Virtual Desktop technology
- Engage various internal teams or if required with customer vendors to resolve complex issues
- Conduct triages / Knowledge sessions with the team
- Troubleshoot common Azure Virtual Desktop Agent/ connection issues
- Troubleshoot FSLogix profile container related issues
- Help the team with managing their bin load
- Adding reviews to the team’s cases for the next action plan to be followed.
- Increased customer loyalty through exceptional service, consistently meeting or exceeding service level agreements.
- Managed major incident resolutions, coordinating efforts between multiple teams to restore services as quickly as possible.
- Developed strong relationships with key stakeholders, ensuring seamless communication during critical escalations.
- Conducted thorough post-resolution follow-ups to ensure long-term customer satisfaction and identify potential areas of improvement.
- Tracked escalation metrics and provided regular reports to management on team performance and areas for improvement.
- Handled high-pressure situations professionally, maintaining composure while working towards swift issue resolution for customers.
- Upskilled fellow engineers on emerging technologies, fostering a culture of continuous learning within the team.
- Drove continuous improvement initiatives to enhance overall team performance and customer experience.
- Enhanced team productivity by providing technical guidance and mentoring to junior engineers.
Subject Matter Expert
CoNVERgys
12.2021 - Current
- Handle Azure Virtual Desktop environment and Performance issues within AVD for the customers during troubleshooting.AVD Automation, using VM templates for AVD session host automation
- AVD image version based on the existing configuration with PowerShell
- Prepare Azure DevOps for Azure Virtual Desktop deployment
- Save AVD image with Sysprep as Image Gallery version Prepare Azure DevOps for Azure Virtual Desktop deployment
- Provide technical Support for Azure Virtual Desktop product
- (Azure Virtual Desktop is a desktop and app virtualization service that runs on the cloud.)
- Managing and maintaining complex virtualized and cloud-based infrastructures
- Proficient in VMware, SQL Server administration, Hyper-V, Nutanix, file server management, and Azure cloud services
- Demonstrated ability to troubleshoot critical issues, implement efficient solutions, and optimize system performance
- Engage various internal teams or if required with customer vendors to resolve complex issue
- Conduct triages / Knowledge sessions with the team
- Help the team with managing their bin load.
SUPPORT ENGINEER
CoNVERgys
12.2020 - 12.2021
- Assist customers on Windows User Experience
- Understand the issue and troubleshoot accordingly
- Host Pool creation
- Management Issues
- Troubleshoot critical issues, implement efficient solutions, and optimize system performance
- Azure Virtual Desktop issues
- Troubleshoot common Azure Virtual Desktop Agent issues
- Troubleshoot issues with Azure Virtual Desktop client connections
- Troubleshooting and resolving issues with connections to Azure Active Directory (Azure AD)-joined VMs in Azure Virtual Desktop
- Troubleshooting basic performance issues over the virtual machines
- Basic network troubleshooting
- Creating backup for customer’s if and when required
- Troubleshoot device redirections for Azure Virtual Desktop
- Troubleshoot Azure Monitor for Azure Virtual Desktop
- Troubleshoot Azure Files authentication with Active Directory
- Troubleshooting connection quality in Azure Virtual Desktop
SENIOR ASSOCIATE OPERATIONS
ALLSTATE SOLUTIONS PRIVATE LIMITED
10.2020 - 12.2020
- Unlocking and resetting passwords of users in Active Directory
- Assist end users in setting up MFA using Okta
- Assist end users in resetting MFA using Okta.
TECHNICAL SUPPORT ENGINEER
Advance Auto Parts
11.2019 - 08.2020
- Responsibilities: -
- Supporting the Advance Auto Parts stores
- Unlocking and resetting passwords of users in Active Directory
- Configuring and troubleshooting of printers, currency counters, RF scanners, UPS, cash drawers, receipt printers, label printers, store telephones
- Etc.
TECHNICAL SUPPORT ENGINEER
CONCENTRIX DAKSH
09.2017 - 11.2019
- Assist customers on Windows User Experience
- Server Support
- Understand the issue and troubleshoot accordingly
- Management Issues
- Remote Desktop Service issues
- Troubleshoot common Remote Desktop Service issues
- Troubleshoot issues with Remote Desktop Service client connections
- Troubleshooting and resolving issues with connections to Azure Directory (AD)-joined VMs On-prem
- Troubleshoot device redirections for Remote Desktop Services
- Troubleshoot Azure Files authentication with Active Directory
- Troubleshooting connection quality in Remote Desktop Services.
CUSTOMER RELATIONS ADVISOR
A.M.INFOWEB INDIA PVT LTD
11.2015 - 04.2016
- Supporting the customers in North America region
- Recording Medical history of the customers
- Case the customers have medical problems
Education
Bachelor of Commerce (Marketing And Management)
Savitribai Phule Pune University
Pune, India 03.2014 - 10.2017
HSC
Maharashtra State Board
03.2012 - 02.2014
AZ900 Microsoft Azure Fundamentals Certification
Microsoft
Pune, IndiaMTA IT Infrastructure Certification: 98-349: Windows Operating System Fundamentals
Microsoft
Pune, IndiaMTA IT Infrastructure Certification: 98-365: Windows Server Administration Fundamentals
Microsoft
Pune, IndiaAZ-140 Configuring And Operating Microsoft Azure Virtual Desktop
Microsoft
Pune, IndiaSkills
- Azure Virtual Desktop, Azure Resource Manager, Azure Automation, Microsoft Entra ID, Windows Active Directory, Azure Virtual Machines, FSLogix, Remote Desktop Services CALs, troubleshooting Azure Virtual Desktop connectivity issues, Hyper-V, AWS
Additional Information
- AWARDS , Won the Super Talented Achiever (STAR) award along with multiple awards for best support engineer.
Timeline
Escalation Support Engineer
Concentrix
09.2023 - Current
Subject Matter Expert
CoNVERgys
12.2021 - Current
SUPPORT ENGINEER
CoNVERgys
12.2020 - 12.2021
SENIOR ASSOCIATE OPERATIONS
ALLSTATE SOLUTIONS PRIVATE LIMITED
10.2020 - 12.2020
TECHNICAL SUPPORT ENGINEER
Advance Auto Parts
11.2019 - 08.2020
TECHNICAL SUPPORT ENGINEER
CONCENTRIX DAKSH
09.2017 - 11.2019
CUSTOMER RELATIONS ADVISOR
A.M.INFOWEB INDIA PVT LTD
11.2015 - 04.2016
Bachelor of Commerce (Marketing And Management)
Savitribai Phule Pune University
03.2014 - 10.2017
HSC
Maharashtra State Board
03.2012 - 02.2014
AZ900 Microsoft Azure Fundamentals Certification
Microsoft
MTA IT Infrastructure Certification: 98-349: Windows Operating System Fundamentals
Microsoft
MTA IT Infrastructure Certification: 98-365: Windows Server Administration Fundamentals
Microsoft
AZ-140 Configuring And Operating Microsoft Azure Virtual Desktop
Microsoft
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