Divyanshu Raghav
Bangalore
Summary
Experienced Manager in Technical Support with a proven track record of leading high-performing teams to deliver exceptional customer service and technical solutions. Skilled in developing and implementing strategies to optimize support processes, improve efficiency, and enhance customer satisfaction. Proficient in managing complex technical issues, resolving escalations, and fostering a collaborative team environment. Strong communicator with the ability to liaise effectively between technical and non-technical stakeholders.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Subject Matter Expert
Convergys India Services Private Ltd.
- Maintain Service Level Agreement for the Microsoft Enterprise Platform Support Team
- Share knowledge through training delivery and knowledge base creation
- Provide In-Team Triages and Mentor Team on Technical issues
- Proficient with Active Directory Setup, Configuration and Management on Windows Server 2003, Windows Server 2008 and Windows Server 2008R2
- Managed support for the entire server setup, AD, Backup, DNS, etc
- Also troubleshot the issues caused by 3rd party vendor products, major ones being IBM, HP/Compaq, Dell, Symantec, VERITAS, McAfee, EMC and Computer Associates etc
- Engage them on conference calls when required
- Familiar with process and memory dump analysis and finding root cause of issues mostly caused by 3rd party filter drivers or outdated versions
- Worked on Exchange 2003, 2007 & 2010, IIS
- Exchange Database Migrations and Database repair
- Handled Team of 8-10 Senior Engineers and Provided Technical Assistance as and when required
- Conducted Technical Trainings.
Lead Technical Engineer
CITRIX R&D India Pvt. Ltd.
- Current
- Provided World Class Support Experience to customers located Worldwide implementing Citrix Technology
- Direct customer interaction to gather goal requirements
- Hands on experience on Setup & configuration of Citrix XenDesktop, XenApp, PVS, EdgeSight, VIAB & Storefront
- Handled difficult customers, technical and management escalations proactively
- Handled Severity 2 and Severity 1 cases logically, driving towards resolution
- Focussed on narrowing down the issue to gather a logical troubleshooting approach towards resolution
- Assisted peers with customer escalations regularly
- Expertise troubleshooting on Citrix critical XenDesktop SQL Database issues
- Comprehensive troubleshooting on ICA launch issues, ICA Brokering protocol, configuration and upgrade issues
- Troubleshooting Citrix ICA Performance issues with help of various logging and tracing tools
- SME areas developed: Citrix MCS, PVS, Director
- Created and published Citrix knowledge base articles and documentation internally and externally
- Delivered Citrix XenDesktop training sessions to 30+ engineers
- Dedicatedly worked with Escalation teams for knowledge sharing.
Principal Technical Engineer
CITRIX R&D India Pvt. Ltd.
- Handling a team of Software Senior Technical Engineers
- Provide Technical Audits to Engineers
- Understanding Business Requirements and Functionality
- Worked on high and critical severity issues (More than 50,000 concurrent end users)
- Working closely with Citrix Software and Hardware Directors, Support Managers, Account Managers, Technical Relationship Managers to handle complex customers and provided them regular and timely updates about the progress
- Started working on Citrix Cloud technology and troubleshoot and resolve basic Cloud issues
- Working deep-dive on Citrix MCS, PVS, Receiver, Studio, Director, Host, Brokering issues
- Part of Interview Panel for Software Services and travelled for T2H hiring.
Technical Lead (APAC)
CITRIX R&D India Pvt. Ltd.
- Successfully balancing the work of a Team Lead and Escalation Engineer responsibilities, to provide engineers the assistance they required in real time, assisting with the delegated managerial work from reporting Manager & working closely on customer cases on regular basis
- Working closely with Priority Team Manager and handle team management
- Member of Interview panel and conducted technical interviews
- Manging Schedule Support Management and aligning a resource to work with TAMs and Customers
- Managing Employee Roster and handling resource availability
- Handling Citrix Enterprise Accounts and Priority/Priority Plus Accounts
- Assist team with process related queries and motivates them to get the best result
- Motivates team to meet KPIs and Quarterly Goals
- Conducting Team meetings and assisting team with their queries and plan technical activities
- Conduct weekly meetings with Team and other Management Groups
- Work with TLs of other GEOs for Priority Business
- Collaborate with TLs from NA and EMEA GEO (Priority Team)
- Provide Technical Audits to engineers to move the case towards Resolution
- Monitor Communication Cadence Report
- Take care of the AUX, PTO, UPT exceptions and raise tickets for managing Phone Time Variance
- Takes care of the Leave management of the team
- Handling Queue Management and arrange resource as and when required
- Engage with TAMs and TRMs on daily basis when there is any clarification or assistance required on Cases within the Team
- Engagement on Priority and Priority Plus Accounts and handling their Severity 1 issues
- Perform Technical Recoveries
- Discuss Technical issues with Engineers and provide Action Plans
- Assist engineers in case they are stuck with cases and help them with process related queries
- Collaboration with Critical Situation Managers and TAMs for Providing Root Cause analysis to our Priority customer.
Manager, Tech Support Engineering (APAC - Networking)
07.2021 - Current
- Managing technical support team with 15-25 support engineers
- Tracking KPIs and creating continuous improvement plans
- Analysing and developing service goals for support centre
- Increased customer satisfaction ratings to 90%
- Developing and implementing training initiatives for new hires
- Overseeing development and implementation of improvements to support network operations
- Communicating regularly with customers on escalations
- Excellent communication skills, both verbal and written
- Increased customer satisfaction ratings to 90%
- Managed customer contact centre with 20 support representatives
- Tracked KPIs and created continuous improvement plans
- Developed and implemented training initiatives for new hires
- Communicated regularly with customers concerning data exchange and technology integration
- Organized and detail-oriented with a strong work ethic
- Proved successful working within tight deadlines and a fast-paced environment
- Developed strong communication and organizational skills through working on group projects.
Senior Manager, Operations
HCL Tech
04.2024 - Current
- Evaluated hiring, firing, and promotions requests.
- Implemented and developed operational standards, policies and procedures.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Produced staffing matrix to provide adequate coverage of department.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Provided strong leadership to enhance team productivity and morale.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Developed and implemented training initiatives for new hires.
- Increased customer satisfaction ratings to [Number]%.
- Communicated regularly with customers concerning data exchange and technology integration.
- Strengthened communication skills through regular interactions with others.
- Proven ability to learn quickly and adapt to new situations.
- Applied effective time management techniques to meet tight deadlines.
- Worked effectively in fast-paced environments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Resolved problems, improved operations and provided exceptional service.
- Excellent communication skills, both verbal and written.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated leadership skills in managing projects from concept to completion.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
MBA -
Deakin Business School
Australia08.2024
Post Graduate Programme in Management - Business Analytics
Institute of Management Technology
Ghaziabad, India07.2021
Skills
- Training and mentoring
- Strategic Thinking
- Creative solutions
- Strong analytical skills
- Virtualization Technologies
- Configuration Management
- Talent Development
- Strategic Planning
- Operations Management
- Data-driven decision-making
- Troubleshooting and problem resolution
- Corporate Communications
Technical Highlights
Instrumental in handling the entire system & performing functions like System Recovery, AD Database disaster recovery, Ensuring optimum Server performance. Proficient in 2003/2008/2008R2 System Administration, Active Directory, TCP/IP Network Administration, creating users, profiles, batch files, setting up security hierarchy, taking backups., Working deep-dive on Citrix Cloud, MCS, PVS, Receiver, Studio, Director, Host, Brokering issues. Troubleshooting on Citrix Critical XenDesktop SQL Database issues. Expertise Troubleshooting Citrix ICA Performance issues with help of various logging and tracing tools.
Highest Qualification
- Post Graduate Program in Management (Elective – Business Analytics) from IMT Ghaziabad (UP) – (Student Code: UPGPGPM0820001521)
- Currently pursuing Master of Business Administration from Deakin University, Australia.
Personal Abridgements
- Total Work Experience 17+ years.
- Completed CCNA in the year 2005.
- Managing Server performance, Active Directory User Management and managing Active Directory Replication configuration and troubleshooting.
- Active Directory Migration and related Troubleshooting.
- Worked as Senior Subject Matter Expert for Convergys India Services Private Ltd. Gurgaon (EPS Process).
- Provided High Level Technical Support to Microsoft Business partners, Gold Certified and PRO Customers.
- Adapt in analysing information system needs, evaluating end-user requirements and troubleshooting any problems in the process.
- Joined Citrix R&D Systems - Bangalore in 2015 as Lead Technical Engineer.
- Completed Citrix Certification.
- Successfully balancing the work of a Team Lead and Escalation Engineer responsibilities, to provide engineers the assistance they required in real time, assisting with the delegated managerial work from reporting Manager & working closely on customer cases on regular basis.
- Working closely with Priority Team Manager and handle team management.
- Enrolled for 2 years MBA course from Deakin Business School, Australia (Start Date: August 2020) under Citrix Education Assistance Plan.
- Member of Interview panel and conducted technical interviews.
- Managing Priority Weekend Roster and handling resource availability
- Assist team with process related queries and motivates them to get the best result.
- Motivates team to meet KPIs and Quarterly Goals
- Conducting Team meetings and assisting team with their queries and plan technical activities.
- Conduct weekly meetings with Team and other Management Groups.
- Work with TLs of other GEOs for smooth case hand offs for Priority Business.
- Collaborate with TLs from NA and EMEA GEO (Priority Team) during Start and End of APAC shift respectively as and when need arises.
- Currently working on below Technologies –
- Citrix Cloud Services [Basic configuration and troubleshooting]
- Storefront, Receiver [Setup & troubleshooting]
- Citrix Machine Creation Services, Director, ICA Protocol
- Citrix Provisioning, PVS [Design, Setup & troubleshooting]
- Citrix Virtual Apps & Desktops [Design, Setup & troubleshooting]
- Citrix XenServer, VMWare, MS Hyper-V Hypervisors
Personal Information
- Date of Birth: 09/05/80
- Gender: Male
- Nationality: Indian
Certification
Post Graduate Programme in Management.
Currently pursuing MBA (2 years)
Timeline
Senior Manager, Operations
HCL Tech
04.2024 - Current
Manager, Tech Support Engineering (APAC - Networking)
07.2021 - Current
Senior Subject Matter Expert
Convergys India Services Private Ltd.
Lead Technical Engineer
CITRIX R&D India Pvt. Ltd.
- Current
Principal Technical Engineer
CITRIX R&D India Pvt. Ltd.
Technical Lead (APAC)
CITRIX R&D India Pvt. Ltd.
MBA -
Deakin Business School
Post Graduate Programme in Management - Business Analytics
Institute of Management Technology
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