Rahul Saini
Tier 2 Customer Sucesss Engineer
Gurgaon
Summary
Experienced IT professional with over 9 years in technical support and solutions, seeking a role as a Solution Implementation Consultant or Solution Architect. Skilled in managing Active Directory, DNS, virtualization (Hyper-V, VMware), and hybrid cloud infrastructures (Azure, AWS). Proficient in troubleshooting, automation with PowerShell, and delivering exceptional customer service. Extensive experience with SCIM, SAML, OIDC, and cloud directory services. Ready to leverage my expertise to design and implement innovative IT solutions. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Tier 2 Customer Success Engineer
JumpCloud
09.2023 - Current
- Managed highly escalated cases and provided exceptional support to premium JumpCloud customers.
- Assisted customers with cloud directory integration, including Office 365, Google Workspace, and on-premises Active Directory.
- Set up and troubleshot JumpCloud RADIUS integration to ensure secure network access.
- Configured and resolved issues related to SAML and OIDC authentication with various service providers.
- Utilized JumpCloud API to develop and deliver custom solutions tailored to customer needs.
- Identified and troubleshot Windows OS-related issues, collaborating closely with engineering teams to develop bug fixes for policies and JumpCloud endpoint management tools.
- Set up certificate-based authentication infrastructure and implemented existing PKI infrastructure to work with JumpCloud RADIUS.
Support Engineer
Concentrix
11.2021 - 09.2023
- Installed and troubleshot Domain Controllers on virtual systems and physical servers, resolved issues with server performance, access, and replication.
- Provided Windows server administration within an Active Directory environment and hybrid Environment.
- Analyzed, logged, tracked, and resolved complex issues pertaining to Authentication, Replication, Inconsistency, networking connectivity issues, RDP Access, User Logon, User Profiles, File Replications (DFSR and FRS), PKI Issues SSL-TLS Schannel, Account Lockout, and many others.
- Provided Root Cause Analysis for issues by log analysis.
- Provided support for Active Directory Issues, PKI infrastructure, User profiles, Folder Redirection, DFSR, Authentication, Account Lockout, Domain rebuilding, NTP Server, OS Migrations, setup and other cross-technology support to Microsoft Premier customers.
- Troubleshot networking components such as routing, protocols, subnets, and DNS.
- Resolved organization-wide technical issues, mentored team members, and organized workflow and task assignments.
- Used PowerShell scripting to automate user processing and administration of systems.
- Communicated with customers as required, keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations
- Increased client retention by building trust through excellent communication skills and timely issue resolution
Senior Solution Engineer
ApexTM
04.2017 - 11.2021
- Provided remote support to customers.
- Maintained composure and patience in face of difficult situations.
- Informed customers about the Issue Resolution Process.
- Provided No Internet and No Boot resolution over Call.
- Installed and configured Windows Server & workstation, Windows operating systems.
- Managed Domain controllers, including Setup of Group Policies, Users, Permission for shared folders/drives, etc.
- Domain Email Creation and Setup on Email Clients.
- Printer, IP Cam, and Other Device Installation on LAN.
- Provided Data Backup and Recovery to Customers.
- OS Recovery and Virus Removal from Windows Live Environment.
Subject Matter Expert
Innovzaion Research Private Limited
07.2013 - 01.2015
- Provided remote support to customers.
- Maintained composure and patience in face of difficult situations.
- Informed customers about the Issue Resolution Process.
- Provided No Internet and No Boot resolution over Call.
- Printer, IP Cam, and Other Device Installation on LAN.
- Provided Data Backup and Recovery to Customers.
- OS Recovery and Virus Removal from Windows Live Environment.
Solution Engineer
Saburi TLC Worldwide Services Private Limited, E1
12.2012 - 07.2013
- Provided remote support to customers.
- Maintained composure and patience in face of difficult situations.
- Informed customers about the Issue Resolution Process.
- Provided No Internet and No Boot resolution over Call.
Education
Bachelor of Technology - Computer Engineering (Drop Out)
Mahrishi Dayanand Univerciy
Gurgaon, India 04.2001 -
Secondry Education -
Haryana Board School Education
Gurgaon, India 04.2001 -
Metriculation -
Haryana Board School Education
Gurgaon, India 04.2001 -
Skills
Identity and Access Management
SCIM, SAML, and OIDC Integration
PKI and Security Infrastructure
Active Directory and Hybrid Cloud Expertise
Virtualization and Cloud Deployment
Endpoint Management via MDM and AD
Timeline
Tier 2 Customer Success Engineer
JumpCloud
09.2023 - Current
Support Engineer
Concentrix
11.2021 - 09.2023
Senior Solution Engineer
ApexTM
04.2017 - 11.2021
Subject Matter Expert
Innovzaion Research Private Limited
07.2013 - 01.2015
Solution Engineer
Saburi TLC Worldwide Services Private Limited, E1
12.2012 - 07.2013
Bachelor of Technology - Computer Engineering (Drop Out)
Mahrishi Dayanand Univerciy
04.2001 -
Secondry Education -
Haryana Board School Education
04.2001 -
Metriculation -
Haryana Board School Education
04.2001 -
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