Srushti Kharatmol

Microsoft Technical Support Engineer with experience supporting enterprise customers across Windows Server, Active Directory, Windows Update, Device Deployment, Identity Management, Microsoft 365, Exchange Online, and Azure environments. Skilled in troubleshooting complex infrastructure issues, performing root cause analysis, and collaborating with global customers to resolve critical production incidents. Experienced in Windows servicing, Active Directory replication, domain controller management, Microsoft 365 administration, Azure AD, and enterprise security solutions.

Holds

Microsoft certifications including AZ-104, MS-102, SC-300, and AI-900.

Technical Support Engineer at Microsoft (2026-01 – Present)

• Provide advanced technical support to enterprise customers within Microsoft CSS, specializing in Windows Server, Windows Update, Device & Deployment, and Active Directory technologies.
• Troubleshoot complex issues involving Active Directory Domain Services (AD DS), domain controller promotion and demotion, replication failures, authentication issues, and Windows servicing.
• Perform deep diagnostics using DISM, CBS Logs, TSS collections, Event Viewer, and registry analysis.
• Lead Root Cause Analysis investigations and provide detailed Symptom-Cause-Resolution documentation for enterprise incidents.
• Collaborate with engineering teams and senior escalation engineers to resolve high-impact production issues.
• Manage customer communications, technical reviews, and incident ownership while maintaining high customer satisfaction.
• Successfully resolved critical Windows Update, Active Directory, and Windows Server infrastructure issues for enterprise customers.

Technical Support Engineer – L1.5 & L2 at Persistent Systems Pvt. Ltd. (2025-02 – 2025-12)

• Cybersecurity with gen AI - threat detection, AI-assisted automation, data protection.
• Implemented automated archiving for 5,000+ users, optimizing retention policies and enhancing eDiscovery performance.
• Diagnosed and resolved AD Reader sync issues for hybrid (on-prem & cloud) environments, ensuring reliable authentication.
• Integrated Proofpoint with Exchange Online and On-Prem connectors, achieving 98% mail flow reliability.
• Resolved issues related to appliance disconnections, legal holds, retention management, and IP integrations (whitelisting/removal).
• Utilized SQL and Rundeck for data extraction, backup validation, and performance troubleshooting.
• Retrieved and analysed logs to identify system errors, updating ICP values through SQL to restore normal function.
• Managed administrative access request.

Associate Engineer at Icertis Solutions Pvt. Ltd. – Pune, Maharashtra / Starlink Technology (OPC) Pvt. Ltd. (2022-09 – 2025-01)

• Supported O365 and Exchange Online environments with a focus on security, data integrity, and user authentication.
• Configured DKIM, DMARC, and SPF to protect corporate domains from spoofing and phishing attempts.
• Used Microsoft Copilot for summarizing incident tickets, automating root-cause reporting, and prioritizing threat events.
• Implemented Privileged Identity Management (PIM) and Self-Service Password Reset (SSPR) for secure access control.
• Assisted in hybrid mail flow integration while maintaining compliance with security baselines.
• Developed PowerShell scripts for log extraction and event tracking, enabling faster detection of anomalies.

Bachelor of Technology (B.Tech) in Electronics Engineering – Dr. Babasaheb Ambedkar Technological University (2022)