Rohan Chauhan Email & Phone Number

Ontario, Canada

• Working directly with customer to independently triage, troubleshoot, and resolve support tickets and using all resources available• Actively manage support tickets and provide status updates to customers to ensure response times are met• Provide stellar customer service through multiple customer engagement channels (email, chat, forums, calls)• Answer internal technical questions from the Customer Success and Sales teams• Assist in the installation and configuration of new customers• Create and update documentation and user communications in a professional, consistent and effective manner• Provide technical training on Recast Products and related technologies to internal and external users• Reproduce, document, and escalate bug reports to the engineering team• Work cross functionally to prioritize recurring issues for the development team to resolve• Develop a deep understanding of Recast’s products and our customers’ environments• Occasionally be on call for Technical Support issues outside of normal business hours• Other duties, special projects and responsibilities as assigned

India

SCCM/MECM and Intune Responsibilities:1. Application deployments: To maintain and deploy SCCM\MECM Applications and packages for mass deployments to client machines.2. Content Distribution: To ensure content is replicated to distribution points and CMG if required.3. Device Management:To ensure clients are connecting to their respective site systems and showing up healthy and receiving policies in the console.4. Updates and Patches: To apply Third party and Microsoft zero day as well as monthly patches and updates to client machines to maintain security, usability and avoid vulnerabilities.5. Operating Systems Deployment:To prepare boot images, driver packages and wim images, hardened for use in the environment.6. Reporting:To generate reports from the configuration manager database in terms of Devices, Software as well as custom inventory data.7. MECM Infra Management:To maintain and report MECM server and site system health issues and plan the current branch upgrades to enhance product experience/stability. This would ensure the environment is within support boundaries of Microsoft.8. Troubleshooting: To troubleshoot Operating System issues for Image creation and deployment, application installation failures, remediation packages, console issues, Client health and failures in communication, task sequences and boot image, Pxe and boot media setup.9. Intune Patch Management:Ensuring timely deployment of security patches and updates to active endpoints.10. Autopilot Imaging:Creating and managing Group Tags, Deployment settings as well as Enrollment Status Page for Autopilot imaging.11. Entra ID/Azure AD:To maintain reports with Azure AD registered as well as Enrolled machines. Making sure the enrollment policies are in place.12. Intune Configuration Profiles:Maintaining and testing configuration profiles.

India

Worked on Technologies like Microsoft Endpoint Configuration Management, Microsoft Intune, Autopilot, Azure AD, Office 365 and Application Packaging to support End User Computing and Management.Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.Maintained system quality control, System reports, collecting metrics data and handling IT audits to support updates and maintenance.Developed internal best practices, resources and training materials to support IT staff to enable knowledge transfer and smooth process of onboarding new personnel in our teams.Documented risk management issues and outlined mitigation actions.Engaged in troubleshooting and diagnostics on company resources. Analysed client business processes to propose tailored solutions for unique requirements.Collaborated with internal as well as client side teams to ensure BAU (Business as usual) tasks are carried out efficiently.Investigate system issues and implemented resolutions to reduce downtime.Ensure Zero Touch Installations are carried out as intended and OperatingSystem deployments are appropriately managed and delivered forunwrinkled end user experience. Installed system updates including zero day patches to address vulnerabilities and reduce security issues.

Noida, Uttar Pradesh, India

Gurgaon, Haryana, India

Exchange Online + SCCMSupporting escalated issues of all Enterprise and Broad commercial customers on phone and remote sessions.Scoping and documenting customer scenarios, potential causes and troubleshooting steps.Ensuring compliance with schedules, processes and MS policies and maintaining positivecustomer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations. Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.Demonstrate leadership through personal responsibility, accountability and teamwork.Own and resolve technically complex mission critical or politically hot customer issuesMaintain strong working knowledge of released products.Interact with other engineers to provide technical action plans or take ownership of case that require and share knowledge with others through solution documents and any other available means.

Gurgaon, Haryana, India

TSA - Office 365

Gurgaon, India

High level application support working for Etihad Airlines.Communicating with End users to ensure smooth End User Computing experience.Monitor production environment for application generated alerts.Implement Incident Management Process to resolve incidents.Monitoring & checking the incidents for accuracy & correctness. Taking knowledge transfer for new applications, documentation & cross training the team on the sameHave regular calls with internal and client side teams for new activities/updates and documentation followed by knowledge transfer to Team members.

Post Graduate Diploma, Computer Applications, First Division

Engineer’S Degree, Computer Science, B

Bachelor of Technology in Computer Science.

Science