Bitan Ranjan Maiti

About Bitan Ranjan Maiti

Results-driven Technical Support Specialist with over 2.5 years of experience managing complex IT ecosystems for global enterprise clients at Accenture and Wipro. Specialized in L3 incident resolution, Microsoft Entra ID (Azure AD), and Hybrid Cloud infrastructure. Expert in bridging the gap between on-premise Active Directory and Azure environments while maintaining strict 98%+ SLA compliance.Core Competencies & Impact:Infrastructure & Identity: Advanced proficiency in Windows Server Hybrid Core (AZ-800), Active Directory (GPO/DNS/DHCP), and Microsoft Entra ID security governance.L3 Technical Operations: Highest escalation point for complex Windows/macOS kernel-level issues, network connectivity (VPN/DNS), and enterprise hardware diagnostics.Modern Workspace: Expert management of Microsoft Teams Rooms (MTR) and M365 (Exchange Online, SharePoint, Intune), ensuring 100% uptime for critical executive collaboration tools.Automation & Tools: Leveraging PowerShell for administrative automation, ServiceNow for lifecycle incident management, and Splunk/CyberArk for security observability and privileged access.

Experience

1. Technical Support Engineer Software, Application & Cloud Support

   Accenture

   Jul 2025 — Present · Bengaluru, IN

   Role OverviewProvide enterprise IT support for software, cloud, and infrastructure environments, ensuring high system availability and rapid resolution of technical incidents across hybrid IT ecosystems. Support global users through advanced troubleshooting, identity management, and IT service management processes.Key Contributions• Enterprise Technical Support: Troubleshoot complex software, operating system, and application issues affecting enterprise users across distributed corporate environments.• Active Directory Administration: Manage user accounts, permissions, password resets, and group policies using Active Directory to maintain secure identity and access management.• Cloud & Infrastructure Support: Assist with troubleshooting hybrid infrastructure integrated with Microsoft Azure services and enterprise productivity platforms.• IT Service Management: Manage incidents, service requests, and problem tickets using ServiceNow, ensuring compliance with ITIL-based support processes.• MTR Room Management: Configure and support Microsoft Teams Room (MTR) meeting systems, troubleshooting conferencing devices, audio/video equipment, and connectivity issues for corporate collaboration environments.• Remote Technical Assistance: Provide secure remote troubleshooting and system support to resolve endpoint, application, and network issues efficiently.• Operational Excellence: Perform root cause analysis and maintain SLA targets by implementing long-term solutions for recurring incidents.Technical EnvironmentMicrosoft Azure | Active Directory | ServiceNow | Microsoft 365 | Windows Server | Microsoft Teams Rooms | IT Service Management | AWS | Cloud Support

Education

• Maulana Abul Kalam Azad University of Technology, West Bengal (MAKAUT, WB)

  Bachelor of Technology, Computer Science