Planner
Hi, I’m
UTKARSH RAWAL
Bengaluru,Karnataka
Don’t fear failure. Not failure, but low aim, is the crime. In great attempts it is glorious even to fail.
Bruce Lee
Work Preference
Summary
Network engineering professional with proven ability to enhance system performance and ensure network reliability. Known for effective problem-solving strategies and proactive system maintenance. Emphasizes team collaboration and adaptability to meet evolving technical needs, leveraging deep knowledge in network architecture and security protocols. Specializes in adapting business networks to emerging work realities. Provides secure connectivity for dispersed and cloud-based workforces through careful implementation of VPNs and user management tools. Builds large-scale, flexible networks designed to adapt to changing global business realities.
Overview
6
Certificates
6
years of post-secondary education
11
years of professional experience
Work History
Microsoft (R&D) India Pvt Ltd.BENGALURU URBAN, Karnataka
Network Support Engineer
07.2022 - Current
Job overview
- Managed client accounts, ensuring seamless technical support and exceptional service delivery.
- Developed tailored solutions to meet diverse customer needs and enhance satisfaction.
- Collaborated with cross-functional teams to streamline issue resolution processes, improving efficiency.
- Analyzed customer feedback and trends to proactively identify areas for service improvement.
- Trained and mentored junior team members on best practices in technical support protocols.
- Oversaw the implementation of new software tools, enhancing reporting capabilities for account management.
- Led initiatives to optimize client onboarding processes, reducing transition times significantly.
- Established strong relationships with key stakeholders, fostering trust and long-term partnerships.
- Conducted regular account reviews to proactively identify potential challenges and recommend preventive measures.
- Maintained detailed records of all customer interactions, allowing for targeted follow-ups and improved long-term support quality.
- Worked closely with product development teams to relay customer feedback and influence future enhancements or updates that would better serve user needs.
- Mentored and trained new team members, fostering a collaborative and supportive work environment.
- Developed customized technical solutions for client-specific needs, ensuring seamless integration and optimal functionality.
- Facilitated smooth transitions during software upgrades or migrations by managing expectations and addressing any concerns promptly.
- Implemented data-driven strategies to continually optimize support services based on customer feedback and performance metrics.
VMWAREBengaluru, Karnataka
Support Engineer II
06.2020 - 07.2022
Job overview
- Hired as support Engineer Level 2 for Workspace One Enterprise Mobility team that is beneficial for mobile device management, policies and compliance through content management.
- Primary role is to manage technical queries for customer and striving success through involving various stake holders and engineering team to pursue critical situation and analyzing production impacts.
- Resolve customer’s issues via telephone, email or WebEx session.
- Reproducing issues in-house and responding back in timely manner.
- Regular follow ups with customers with recommendations, updates and action plans.
- Escalate issues to R&D Teams in timely manner according to Standard Operating Procedures.
- Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide most effective solutions to customer issues.
- Create new knowledge base articles to capture new learning’s for reuse throughout organization.
- Participate in technical communications within Technical Support Team to share best practices and learn about new technologies.
- Focus on area of technical specialization and deliver technical training.
- Read and work with other Technical Support Engineers on cases which help cultivate that expertise
- Collaborated with cross-functional teams to enhance product performance and optimize customer experience.
- Provided technical support for complex software and infrastructure issues, ensuring rapid resolution for clients.
- Developed comprehensive documentation for troubleshooting processes and best practices, improving team efficiency.
- Led training sessions for new engineers, fostering knowledge sharing and skill development within the team.
- Coordinated multiple projects simultaneously, ensuring alignment with organizational goals and timelines.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Collaborated with outside departments to implement system-wide improvements.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
Veritas Softwares Pvt LtdPune, Maharashtra
Support Engineer
10.2019 - 06.2020
Job overview
- Hired as a Support Engineer for the Enterprise Vault Application that is beneficial for archiving Exchange, Domino Mailboxes, File Server archiving, PST Migration etc.
- The primary role is to resolve and manage the Client cases resolved within SLA and troubleshoot accordingly.
- Key Contributions:.
- Administering, configuring and troubleshooting Enterprise Vault related issues for the clientele based globally.
- Maintenance of EV Vault Databases through SQL.
- Basic knowledge of Exchange administration and functionalities.
- Configuration of EV in Microsoft Failover Cluster.
- Indexing and Storage related issues.
- Outlook / OWA / OMA related issues with EV Add-in (CONCENETRIX) — Pune, Maharashtra.
- Performed root cause analysis and general troubleshooting.
ConcentrixPune, Maharashtra
Support Engineer
03.2018 - 10.2019
Job overview
- Hired as a full-time Support Engineer following initial consulting role to manage and maintain a 40+ mixed server environment (Windows, Hyper-v and Azure) ensuring timely resolution to the tickets corresponding to Networking line of Business.
- Evaluate, monitor, enhance and troubleshoot on various networking components for clients with active client relationship management.
- Key Contributions:.
- Administering, configuring and troubleshooting of Windows server 2016/19, Windows server 2012, Windows server 2008 R2 and Windows 7, Windows 8.1 and Windows 10 end user Operating Systems.
- Thorough understanding and experience of TCP/IP based networks.
- Very well acquainted with Active Directory, DNS, DHCP, HYPER-V services, Direct Access, SMBv1/2/3, Offline file caching, Map Drives, NPS, Wireless and Wired 802.1x, Netmon Analysis etc.
- DFSN, DFSR, Group Policies, Replication, RPC, VPN, TSS Logs,.
- Communication and team building skills with ability to work independently or in a team.
- Excellent technical and supervisory skills involving Installation, maintenance and troubleshooting.
- Excellent in identifying and troubleshooting of minor & critical problems occurring on the Network.
- Excellent in drafting Troubleshooting logs and day to day procedures.
TELEPERFORMANCEJaipur, INDIA
Subject Matter Expert
01.2015 - 01.2018
Job overview
- Consulting and raising active bugs reported by the clients in End user Operating Systems.
- Managing and mentoring the new hires for transition during OJT.
- Technical trainer for the tools , process and policies of the organization.
- Identification of the key responsibility area’s to work, maintain team scores with efficient reporting and analysis of the KPI parameters.
- Key Contributions:.
- Download , Installation and installation of Windows 10, Windows 8.1, Windows 8 and Windows 7 Operating Systems, with Microsoft Office tools such as Office Professional Plus 2016, Office 365 and included software's like Word, Excel , Powerpoint, Publisher, One Note, etc.
- Maintaining and monitoring the KPI parameters of First level agents.
- Providing action plan and case history analysis.
- Raising bugs identified through user interaction.
- Handling escalations from the First Level agents.
- Documented client progress through case notes and documentation.
Education
Rajasthan Technical UniversityJaipur
Bachelor from Technology
09.2009 - 08.2013
CBSE
High school
01.2007 - 01.2009
Skills
Microsoft Networking
Microsoft Active Directory
SQL
Mobile Device Management - Workspace One
Enterprise Vault
Windows Server Administration
Certification
MCSA
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Accomplishments
- Resolved product issue through consumer testing.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Supervised team of [Number] staff members.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Documented and resolved [Issue] which led to [Results].
Software
Power Automation
Power BI
SQL
GitHub
Linux
Windows Deugging
Android / iOS App Development
CyberSecurity Tools
AI Agent, MCP, Skills, Plugins, Copilot CLI
Netmon, Wireshark, Latte, CTSTraffic, Putty, PortQry, Netsh, PowerShell, Git Bash
Timeline
Security Operations Analyst
06-2026
AI 900
05-2025
CyberSecurity Architect Expert
04-2025
Network Support Engineer
Microsoft (R&D) India Pvt Ltd.
07.2022 - Current
Support Engineer II
VMWARE
06.2020 - 07.2022
Support Engineer
Veritas Softwares Pvt Ltd
10.2019 - 06.2020
MCSE
07-2019
MCSA
06-2019
Support Engineer
Concentrix
03.2018 - 10.2019
CCNA
10-2016
Subject Matter Expert
TELEPERFORMANCE
01.2015 - 01.2018
Rajasthan Technical University
Bachelor from Technology
09.2009 - 08.2013
CBSE
High school
01.2007 - 01.2009