Open To Work
Rishu Tiwari
Noida
Summary
Dedicated professional with extensive experience in technical support and data center operations. Expertise in implementing security protocols and optimizing network performance. Ready to leverage skills in Azure architecture to enhance organizational efficiency and reliability.
Overview
10
10
years of professional experience
3
3
Certificates
Work History
Sr. Service Desk Associate
Majid Al Futtaim
Noida
06.2022 - 06.2026
- Managed data center operations and ensured system reliability.
- Monitored server performance and identified potential issues.
- Designed and implemented Microsoft Intune policies for device compliance, encryption, and secure access.
- Automated device enrollment and lifecycle management processes improving onboarding efficiency by 35%.
- Deployed applications to the cloud using ARM templates with CI and CD pipelines in Azure DevOps.
- Configured and managed cloud-based environments, leveraging services like AWS, Azure, or Google Cloud for scalable infrastructure.
- Implemented conditional access policies integrated with Azure AD and Microsoft Defender to strengthen endpoint security.
- Assessed system service needs, diagnosing fixes and lending technical and application support for various configurations and deployments.
- Designed and implemented secure Azure network architectures for cloud services.
- Monitored network performance using Azure Monitor and troubleshooting issues promptly.
- Provided training sessions on Azure networking tools for junior engineers and staff.
- Provided smooth communications by configuring LAN technology, wireless access points and controllers.
- Implemented and supported Customer 360 solutions (Salesforce Customer 360) to centralize customer data and improve reporting accuracy by 30%.
- Optimized, improved, expanded and upgraded network capabilities and connectivity through network monitoring tools.
- Managed enterprise MDM environment supporting 2,000+ devices using Microsoft Intune and Workspace ONE.
Service Desk Analyst
DYN (APOTEX)
Bengalore
06.2021 - 06.2022
- Provided technical support to end-users for software and hardware issues.
- Diagnosed and resolved service requests through ticketing system.
- Documented troubleshooting steps and solutions for knowledge base updates.
- Assisted in training new analysts on service desk procedures and tools.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
Project Engineer
BEL
KARNATAKA
02.2019 - 05.2021
- Managed network configurations and troubleshooting for optimal performance.
- Implemented security protocols to safeguard sensitive information.
- Monitored network traffic to identify and resolve connectivity issues.
- Configured advanced Match & Merge rules, survivorship logic, and trust scoring frameworks to ensure high-quality golden records.
- Implemented data quality validation rules improving customer data accuracy by 35%.
- Designed integration architecture between MDM SaaS and enterprise systems including Salesforce CRM, Dynamics 365, ERP platforms, and cloud data warehouses.
- Evaluated new technologies for potential integration into existing systems.
- Configured and maintained routers, switches, firewalls, wireless networks and other network devices.
Technical Analyst
HCL
Noida
07.2017 - 02.2019
- Provided technical support for application issues and user inquiries.
- Collaborated with developers to troubleshoot and resolve software defects.
- Engaged with cross-functional teams to gather user feedback for improvements.
- Managed incident resolution processes to enhance service delivery efficiency.
- Implemented Salesforce Customer 360 to unify customer data across Sales, Service, and Marketing departments.
- Improved customer segmentation and personalization strategies, increasing customer engagement metrics.
Technical Associate
Wipro
Noida
09.2016 - 07.2017
- Resolved technical issues for customers using troubleshooting tools and techniques.
- Provided timely support through phone, email, and chat channels.
- Documented customer interactions and technical solutions in support system.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Maintained knowledge base with updated troubleshooting information and solutions.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
Education
B.Tech - Electrical, Electronics And Communications Engineering
GGSIPU
DELHI08-2016
Skills
- Network troubleshooting
- Technical support
- System documentation
- Security protocols
- Customer 360/IAM/Salesforce
- Network performance monitoring
- Office 365 Admin Center
- Azure Architect and Administrator
- Configuration management
- Security protocol implementation
- Technical documentation
- NoC
- System monitoring
- Data center operations
- Cross-functional collaboration
- Incident resolution processes
- Technical support management
- Network performance assessment
- MDM
- SharePoint management
- Azure DevOps
Certification
AZ-104
Timeline
Sr. Service Desk Associate
Majid Al Futtaim
06.2022 - 06.2026
Service Desk Analyst
DYN (APOTEX)
06.2021 - 06.2022
Project Engineer
BEL
02.2019 - 05.2021
Technical Analyst
HCL
07.2017 - 02.2019
Technical Associate
Wipro
09.2016 - 07.2017
B.Tech - Electrical, Electronics And Communications Engineering
GGSIPU
Hobbies and Interests
- Playing Football, Table Tennis
- Swimming & Event Management
Personal Information
Languages
- English
- Hindi