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Piush Shah

IAM Specialist | Team Lead | Azure Virtual Desktop ,W365, Microsoft Entra ID, Active Directory, Remote Desktop Service

Lucknow

3+ years of work experience

Rippling
Apr 20266 mosPresent

Bengaluru, Karnataka, India

Serve as a subject matter expert across Rippling's IT and Identity Management domains, taking end-to-end ownership of complex customer issues in a fast-paced, dynamic environment. Advanced Troubleshooting: Diagnose and resolve complex authentication and authorization failures across SSO providers, specializing in SAML, OAuth/OIDC, and SCIM provisioning workflows. IdP Integration & Support: Guide enterprise customers through configuring and maintaining seamless identity integrations with leading IdPs, including Okta, Azure AD (Entra ID), Google Workspace, and OneLogin. API & Log Analysis: Help clients navigate API-driven workflows (token generation, permission scopes) and leverage system logs, audit trails, and authentication traces to isolate misconfigurations and unexpected system behavior. Omnichannel Support & De-escalation: Utilize phone, chat, email, and video conferencing to de-escalate high-pressure situations, helping clients optimize their product utilization safely and efficiently. Product Voice & Feedback Loop: Act as a critical bridge to Product and Engineering teams, translating client pain points and system gaps into actionable feedback for feature requests and automation.
Concentrix
Jul 20259 mosMar 2026

Pune District, Maharashtra, India

- Led cross-functional teams to achieve service delivery and customer satisfaction goals. - Ensured adherence to quality benchmarks and SLA targets. - Identified risks and implemented proactive planning and continuous monitoring.
HCLTech
Nov 20222 yrs 9 mosJul 2025

Lucknow, Uttar Pradesh, India

Service Desk Lead – HCLTech Lead and manage a team of service desk analysts ensuring timely issue resolution. Monitor and ensure adherence to SLAs for incidents and service requests. Act as an escalation point for complex technical issues and customer concerns. Prepare and analyze performance reports to drive continuous improvement. Guide and mentor team members for skill development and efficiency. Collaborate with internal IT teams and vendors for issue resolution. Drive process improvements to enhance service quality and customer satisfaction. Maintain high service standards and ensure customer-focused IT support delivery.

Piush’s AI Stack

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Education

University of lucknow

Postgraduate Degree, Physics

University of lucknow

20212 yrs2023
DIT University

Graduation, Physics

DIT University

20183 yrs2021

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Headline

IAM Specialist | Team Lead | Azure Virtual Desktop ,W365, Microsoft Entra ID, Active Directory, Remote Desktop Service

About

I am a dedicated and results-driven Service Desk Lead at HCLTech with over 45 months of experience in IT service management and people handling. My role focuses on delivering high-quality technical support, ensuring service excellence within SLA, and driving continuous improvement in operations. I am proficient in Microsoft applications and Excel, and currently expanding my technical expertise in Microsoft infrastructure and Office 365 concepts including Active Directory, DNS, DHCP, and the OSI model. Outside of work, I am passionate about personal development — learning tools like Power BI and maintaining a balanced lifestyle through fitness and nutrition.

Location

Lucknow

AI stack

claude code

meta

Work experience

Identity and Access Management Specialist at Rippling, Apr 2026 - Present · 6 mos, Bengaluru, Karnataka, India, Serve as a subject matter expert across Rippling's IT and Identity Management domains, taking end-to-end ownership of complex customer issues in a fast-paced, dynamic environment. Advanced Troubleshooting: Diagnose and resolve complex authentication and authorization failures across SSO providers, specializing in SAML, OAuth/OIDC, and SCIM provisioning workflows. IdP Integration & Support: Guide enterprise customers through configuring and maintaining seamless identity integrations with leading IdPs, including Okta, Azure AD (Entra ID), Google Workspace, and OneLogin. API & Log Analysis: Help clients navigate API-driven workflows (token generation, permission scopes) and leverage system logs, audit trails, and authentication traces to isolate misconfigurations and unexpected system behavior. Omnichannel Support & De-escalation: Utilize phone, chat, email, and video conferencing to de-escalate high-pressure situations, helping clients optimize their product utilization safely and efficiently. Product Voice & Feedback Loop: Act as a critical bridge to Product and Engineering teams, translating client pain points and system gaps into actionable feedback for feature requests and automation.

Operations Lead at Concentrix, Jul 2025 - Mar 2026 · 9 mos, Pune District, Maharashtra, India, - Led cross-functional teams to achieve service delivery and customer satisfaction goals. - Ensured adherence to quality benchmarks and SLA targets. - Identified risks and implemented proactive planning and continuous monitoring.

Team Lead at HCLTech, Nov 2022 - Jul 2025 · 2 yrs 9 mos, Lucknow, Uttar Pradesh, India, Service Desk Lead – HCLTech Lead and manage a team of service desk analysts ensuring timely issue resolution. Monitor and ensure adherence to SLAs for incidents and service requests. Act as an escalation point for complex technical issues and customer concerns. Prepare and analyze performance reports to drive continuous improvement. Guide and mentor team members for skill development and efficiency. Collaborate with internal IT teams and vendors for issue resolution. Drive process improvements to enhance service quality and customer satisfaction. Maintain high service standards and ensure customer-focused IT support delivery.

Education

Postgraduate Degree, Physics, University of lucknow

Graduation, Physics, DIT University