Rojee Sinha
Summary
Analytical Systems Engineer with 3 years of hands-on experience in areas of system administration, implementation and support. Knowledgeable and seasoned professional recognized for outstanding maintenance and troubleshooting abilities coupled with solid experience in various application stacks. Dedicated to implementing innovative solutions to solve technical challenges.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Information Systems Engineer
Varian Medical Systems
Pune
05.2023 - Current
- Resolved a wide range of customer issues remotely, including troubleshooting multi-factor authentication (MFA) resets, OKTA and SSO issues, password resets, and problems with shared folders, shared mailboxes, and distribution lists.
- Collaborated with stakeholders and cross-functional teams to identify the root cause of Major Incidents, develop solutions, and prevent future occurrences.
- In-depth knowledge and hands-on experience in Change Management and Problem Management.
- Played an integral role in the Joiner, Mover & Leaver (JML) team, handling on-boarding and off-boarding processes, including Microsoft Office license assignment, DDI setup, Active Directory account creation, Azure Guest account management, and provisioning/revoking access to various business applications.
- Provided guidance and support to the L1 team as an L1.5 analyst in a 24x7 environment, ensuring smooth operations and improving customer satisfaction through mentorship and collaborative troubleshooting.
- Proactively managed and resolved high-priority (P1/P2) escalation tickets, ensuring timely communication and updates to stakeholders via email while maintaining thorough documentation of resolutions and processes for future reference.
Technical Support Engineer
Mphasis
Remote
10.2021 - 03.2023
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Created user accounts in Active Directory while maintaining proper security protocols, along with password resets and account lockout resolutions.
- Coordinated with vendors and external support teams to resolve third-party software issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Monitored ticketing system queues for incoming requests from customers.
- Collaborated with teams to solve technical customer problems across product suites.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
Education
Bachelor of Technology - Applied Electronics & Instrumentation Engineering
Asansol Engineering College
07-2020
Higher Secondary Certificate -
Mahatma Gandhi Sikshan Sansthan
07-2016
Secondary School Certificate -
Holy Cross School
03-2014
Skills
- Critical Thinking
- M365 Exchange Server
- Root Cause Analysis
- PostgreSQL
- Microsoft Azure
- Azure Active Directory
- Microsoft Intune
- ServiceNow
Certification
- Microsoft Azure: Identity and Access Management
- Microsoft Certified: Azure Administrator Associate (AZ-104)
Timeline
Information Systems Engineer
Varian Medical Systems
05.2023 - Current
Technical Support Engineer
Mphasis
10.2021 - 03.2023
- Microsoft Azure: Identity and Access Management
- Microsoft Certified: Azure Administrator Associate (AZ-104)
Bachelor of Technology - Applied Electronics & Instrumentation Engineering
Asansol Engineering College
Higher Secondary Certificate -
Mahatma Gandhi Sikshan Sansthan
Secondary School Certificate -
Holy Cross School
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