Ankit Raj
Technical Lead
Bangalore
Summary
Highly skilled and experienced Technical Lead with a total of 10 years in the IT industry, specializing in networking technologies. Currently serving as a Solution Architect at HCL Technologies with
7 years of dedicated service to Citrix, demonstrating consistent growth from Technical Support Engineer to Technical Lead.
Overview
6
6
years of post-secondary education
4
4
Certifications
Work History
Solution Architect
HCL Technologies
04.2024 - Current
- Currently managing team of 10+ people working in APAC Geo.
- Completing case Audits for Engineers and acting as Mentor for new hires.
- Managing daily tasks like Case Assignments and helping Engineers on call.
- Reviewing cases for on time Escalations.
- Working on individual KPI's and maintaining team performance KPI's like: Case Closure, TTR, CSAT, FDR, TTC, KCS Attach rate, productivity, SLT Management for different Severity Cases, Backlog Management for Engineers etc.
- Working on Escalated cases and involving respective teams in timely manner if required.
- Guiding engineers towards learning new technologies/products to reduce overhead for product specific engineers and to provide enhanced experience to customers.
- Delivered multiple training sessions to teams across Geo's.
Technical Lead / Team Lead
Citrix R&D India Pvt Ltd
1 2017 - 04.2024
- Completing case and KCS Audits for Engineers and acting as Mentor for new hires
- Managing daily tasks like Case Assignments and helping Engineers on call
- Reviewing cases for on time Escalations
- Working on individual KPI's and maintaining team performance KPI's like: Case Closure, TTR, CSAT, FCR, TTC, KCS Attach rate, productivity, SLT Management for different Severity Cases, Backlog Management for Engineers etc.
- Working on Escalated cases and involving respective teams in timely manner if required.
- Configuring, troubleshooting, and inferring logs and queries/issues related to following Citrix products: NetScaler SDWAN, Citrix Netscaler, Citrix Cloudbridge, Citrix Cloud – Gateway as Service/ Authentication, Citrix application delivery controller (ADC)/Load Balancer/NetScaler, High Availability / GSLB / cluster setups on Load Balancer, Citrix VPN Solution (NetScaler Gateway), Service Delivery Appliance (SDX), NetScaler MAS(ADM) (Management/Reporting), Basic understanding of concept of virtualization, Replicating customer scenarios in lab, troubleshooting issues, and providing timely update for customer’s concern, Wireshark analysis for HTTP/SSL, VPN, and AAA issues etc., Identity and access Management, Zero Touch deployment.
Network Engineer – Grade N2
Aricent (Altran) Technologies (Cisco TAC)
- Working on Cisco Load Balancers ACE10/20/30/4710
- Working on WAAS Technology including WAE/WAVE/SRE module
- WCCP, Catalyst routers/ switches 3850/3560/4000 series ISR G2 Routers/3900 series
- Being a part of Cisco TAC used to provide assistance to customers on live network issues and provide them with workaround/solution as per SLA
- Handling escalations for Cisco WAAS technology related network issues.
Junior Engineer
Net4India Pvt Ltd
- Looking after 200 Lease Line clients
- Managing over 300 collocation servers
- Ticket booking and troubleshooting directly with clients
- Access over routers and switches
- In-House ticket escalation to different levels
- Account Manager (SAM) for major client Airworks Location PAN India
- Network Monitoring through NMS tool
- Understanding criticality of issues and providing timely resolution.
Education
M.TECH - Software systems
BITS Pilani
Pilani 07.2016 - 07.2018
B.TECH - ELECTRONICS AND COMMUNICATION (E.C.E)
Amity School of Engineering And Technology (ASET)
Delhi 07.2009 - 07.2013
Skills
- Hands on experience for L2-L3 devices
- Working knowledge of L4-L7
- Working knowledge of Linux commands
- Load balancing algorithms, high availability (HA), clustering, Redirecting, Content switching, GSLB
- Ability to work in a team and as well as individually
Certification
CCNA – Routing & Switching
Accomplishments
- Three times performer of the quarter award winner
- Above and beyond performer for Quarter – 2019 Q-3
- Multiple times Kudos winner
Personal Information
- Date of Birth: 04/27/91
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that all the details mentioned above are true to the best of my knowledge and belief and I shall be responsible for misrepresentation, if found.
Timeline
Solution Architect
HCL Technologies
04.2024 - Current
M.TECH - Software systems
BITS Pilani
07.2016 - 07.2018
B.TECH - ELECTRONICS AND COMMUNICATION (E.C.E)
Amity School of Engineering And Technology (ASET)
07.2009 - 07.2013
Technical Lead / Team Lead
Citrix R&D India Pvt Ltd
1 2017 - 04.2024
Network Engineer – Grade N2
Aricent (Altran) Technologies (Cisco TAC)
Junior Engineer
Net4India Pvt Ltd
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