Rahul Asnani
- Role
- Technical Support Engineer at Technology Mindz
- Location
- Jaipur, IN
- LinkedIn followers
- 500 followers
About Rahul Asnani
I am an IT Support and Technical Support Specialist with over 4 years of experience…
Experience
Technical Support Engineer
Jan 2025 — Present · Jaipur, IN
As a Technical Support Engineer, I deliver L2/L3 support across on-premises and cloud environments, ensuring secure, stable, and high-performance IT operations. My responsibilities include hands-on troubleshooting of Windows and macOS systems, managing endpoint security, and supporting Microsoft 365 services such as Exchange Online, SharePoint, OneDrive, and Microsoft Teams. I administer Azure AD / Entra ID for user and group management, licensing, hybrid identity, and access control, while also managing devices through Microsoft Intune and supporting security and compliance initiatives including DLP policies and Microsoft Purview. Additionally, I lead ITIL-aligned incident, problem, change, and release management processes, handling standard and emergency changes end-to-end, monitoring SLAs, analyzing trends, maintaining knowledge articles, and collaborating closely with stakeholders and stateside teams to continuously improve service delivery and operational efficiency.Key accomplishments and responsibilities included:* Delivered proactive on-prem and remote Windows troubleshooting, strengthening endpoint security via Microsoft Defender, Check Point Harmony, Sophos, ManageEngine, and Intune, achieving ~99% SLA compliance and cutting endpoint downtime by 30%.* Managed Microsoft 365 L2/L3 support including Azure AD, Exchange Online, SharePoint, OneDrive, Teams, and Purview DLP policies, ensuring secure access, compliance, and high availability, improving MTTR by 25%.* Executed ITIL-based incident, problem, change, and release management, handling emergency/standard changes, audits, aging tickets, and RCA, reducing repeat incidents and improving stability.* Enhanced infrastructure reliability through VPN, firewall, DHCP/DNS management and ITSM documentation, maintaining CSAT 4.7+/5 and serving as a trusted escalation point.
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