AMBARI SHABNUM
Bangalore
Summary
Experienced customer success professional with 8 years in the IT industry, specializing in Citrix licensing and managed services. Skilled in driving customer satisfaction through effective communication and proactive support strategies. Proficient in managing Citrix licensing agreements and delivering managed services to optimize client environments. Dedicated to building strong client relationships and leveraging Citrix technologies to drive success.
Overview
16
16
years of professional experience
Work History
Virtualization Consultant
Cloud Software Group
Bangalore, Karnataka
10.2022 - Current
- Managed day-to-day operations of Citrix Virtual Apps and Desktops environments, ensuring stability, performance, and security.
- Implemented user access controls and security measures to safeguard sensitive data and maintain compliance with industry regulations.
- Conducted regular patch management activities to keep Citrix infrastructure and virtualized applications up to date.
- Developed and maintained documentation for Citrix configurations, operational procedures, and troubleshooting guidelines.
- Responded to incidents and service requests promptly, diagnosing and resolving Citrix-related issues to minimize downtime.
- Monitored system performance and conducted capacity planning to accommodate growth and ensure optimal resource utilization.
- Collaborated with cross-functional teams to implement changes, upgrades, and enhancements to Citrix environments.
- Provided training and support to end-users and IT staff on Citrix Virtual Apps and Desktops functionality and best practices.
Licensing Specialist
CITRIX R & D Pvt. Ltd.
Bangalore, Karnataka
2016.01 - 2022.10
- Working closely with Performance Management Engineer to ensure key performance alerts and monitoring metrics are captured to ensure maximum uptime and performance by troubleshooting issues related to licenses for all Citrix products.
- Aiding in the Incident and Problem management processes to resolve issues related to Citrix
infrastructure. - Successfully managed large deployments across multiple locations, including implementing multi-language support for international environments.
- Coordinating and guiding the UAT team for the Citrix website transitioning and salesforce.
- Providing end customers solutions to resolve complex technical situations in both production and proof-of-concept environments and testing of the new Citrix license tools.
- Monitoring and licensing Users and Applications through Citrix Environment for Citrix Virtual Apps and Desktops and Virtual Desktops, Hypervisor/XenServer, NetScaler.
- Troubleshooting issues related to licenses and work with L2 teams to resolve issues faster.
- Aiming to maintain little to no backlogs while offering excellent customer service and same-day resolution.
- Provided training and documentation on Citrix licensing processes and best practices to internal teams.
Customer Support Executive
CONCENTRIX
Bangalore, Karnataka
01.2015 - 01.2016
- Assisted passengers with booking reservations, flight inquiries, and itinerary changes via phone, email, and chat.
- Handled passenger complaints, inquiries, and requests in a timely and courteous manner to ensure a positive customer experience.
- Coordinated with internal departments and external partners to resolve flight disruptions, delays, and cancellations.
- Managed customer feedback and escalated complex issues to supervisors or higher management for resolution.
- Maintained accurate records of customer interactions, transactions, and service requests in CRM systems.
- Educated passengers on airline policies, procedures, and travel requirements to ensure compliance and smooth travel experiences.
- Collaborated with team members to achieve departmental goals and deliver high-quality customer service.
- Closing social media cases on priority and ensure proper progress reports are delivered to end party
- Trained new hires on their OJT period helped them completing learning curve successfully.
Ground Staff Member
Air-India Air Transport Services Limited
Bangalore, Karnataka
01.2008 - 01.2009
- 1. Aiding and guidance to passengers at check-in counters, departure gates, and arrival areas.
2. Handling passenger inquiries, resolving complaints, and ensuring customer satisfaction.
3. Managing the check-in process, including issuing boarding passes, tagging baggage, and assisting with security procedures.
4. Coordinating with airline and airport personnel to facilitate the boarding and deplaning of passengers.
5. Assisting passengers with special needs, such as those requiring wheelchair assistance or medical attention.
6. Collaborating with other ground staff members and departments to ensure seamless operations and timely departures.
7. Declaring the flight information at the departure gates.
Education
B.E in Information Science -
KNSIT College of Engineering
01.2016
High School Diploma -
Bangalore University
Bangalore01.2009
Skills
Customer Support Representative Skills:
- Customer Relationship Management
- Communication Skills
- Problem-Solving
- Leadership
- Negotiation
- Time Management
- Analytical Skills
- Client Needs Assessment
- Conflict Resolution
- Team Collaboration
- Product Knowledge
- Adaptability
- Attention to Detail
- Client Retention
- CRM Software
Technical Skills:
- Citrix Products: Citrix Virtual Apps and Desktops, Citrix ADC, Citrix Endpoint Management, Citrix Virtual Apps and Desktops service in Citrix Cloud
- Licensing Models: Concurrent user, named user, user/device
- License Server Management: Installation, configuration, and troubleshooting
- License Allocation and Usage Monitoring
- License Renewal and Maintenance
- Capacity Planning for Citrix Deployments
- Integration with License Management Tools
- Compliance and Auditing
- Troubleshooting Licensing Issues
- Citrix Licensing Portal Management
- User Access Management
- Patch Management
- Vendor Management
- Incident Response
- Performance Monitoring
- Documentation and SOPs
- Change Management
Accomplishments
- Played a key role in the production of training materials, including filming a comprehensive training lesson aimed at [Citrix Products].
- Won the Knowledge Management – Creating Knowledge Articles (KCS) award.
- Achieved performance awards by accurately and efficiently fulfilling KPIs across several quarters.
- Awarded Kudos Awards on multiple occasions.
- A spot bonus was granted to me for 2022.
Hobbies
Volunteering: Actively involved in community service initiatives, demonstrating a commitment to social responsibility and teamwork.
Cooking: Passionate about experimenting with new recipes and cuisines, fostering creativity and attention to detail.
Gardening: Enjoy cultivating and caring for plants and flowers, fostering patience, responsibility, and appreciation for nature.
Timeline
Virtualization Consultant
Cloud Software Group
10.2022 - Current
Licensing Specialist
CITRIX R & D Pvt. Ltd.
2016.01 - 2022.10
Customer Support Executive
CONCENTRIX
01.2015 - 01.2016
Ground Staff Member
Air-India Air Transport Services Limited
01.2008 - 01.2009
B.E in Information Science -
KNSIT College of Engineering
High School Diploma -
Bangalore University
Similar Profiles
Ankish GuptaAnkish Gupta
Member Technical Staff at Cloud Software Group (Formerly Tibco Software)Member Technical Staff at Cloud Software Group (Formerly Tibco Software)
ANKISH GUPTAANKISH GUPTA
Member of Technical Staff at Encora (Transition From Cloud Software Group)Member of Technical Staff at Encora (Transition From Cloud Software Group)
Souvik SantraSouvik Santra
Senior Technical Writer at Cloud Software GroupSenior Technical Writer at Cloud Software Group
Snehanshu SenguptaSnehanshu Sengupta
Senior Business Intelligence Analyst at Cloud Software GroupSenior Business Intelligence Analyst at Cloud Software Group
Tania KhandakarTania Khandakar
GIS Consultant at Wipro LTDGIS Consultant at Wipro LTD