Furqan Ahmed Khan

Dynamic IT Infrastructure Manager with 17+ years of experience specializing in Citrix environments, cloud operations (Azure), and virtualization. Expert in leveraging AI-driven automation tools to design and build advanced PowerShell scripts for predictive analytics and operational efficiency. Proven ability to optimize Citrix DaaS, Virtual Apps and Desktops, and lead strategic IT initiatives. Skilled in Windows Server administration, Active Directory, and IT security. Bachelor of Science in Computer Science from Osmania University.

• Resolved over 95% of Citrix user tickets within SLA by efficiently troubleshooting session connectivity, application launch, and profile issues, enhanced by AI-assisted diagnostic tools.
• Collaborated with L3 and infrastructure teams to identify and remediate recurring Citrix server performance bottlenecks, utilizing machine learning algorithms for log analysis, resulting in a 20% improvement in end-user experience.
• Led the upgrade of Citrix VDA agents across 200+ virtual desktops with zero downtime, ensuring compliance with security and compatibility standards.
• Automated routine Citrix health checks and reporting using PowerShell and AI-based monitoring solutions, decreasing manual effort by 15 hours per month.
• Provided advanced support for Citrix StoreFront and NetScaler issues, including authentication failures and load balancing, achieving a 98% user satisfaction rate.
• Trained and mentored 5 junior support engineers in Citrix troubleshooting and AI best practices, improving team efficiency and knowledge retention.
• Coordinated with application owners to resolve application publishing and access issues, reducing escalations to L3 by 40%.

• ITIL 4 Foundation Certified
• Certification Number: GR671308424FK
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Certification Number: I403-9446
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Certification Number: I564-0673
• Microsoft Certified Professional
• ITIL v3 Foundation Certified
• Citrix DaaS VDA – FSLogix
• (Expertise in Citrix Virtual Delivery Agent and FSLogix profile management)
• Business Chemistry
• (Understanding of team dynamics and collaboration styles)

• Ensured Citrix environments comply with organizational security policies, industry regulations, and compliance standards (such as HIPAA, GDPR, or SOC 2).
• Administered user access controls and permissions within Citrix Virtual Apps and Desktops, leveraging Active Directory and Citrix policies.
• Implemented and managed authentication mechanisms, including multi-factor authentication (MFA) and single sign-on (SSO), to enhance secure access.
• Configured and maintained encryption protocols for data in transit and at rest within Citrix infrastructure.
• Conducted regular security audits, vulnerability assessments, and remediation activities using AI-powered security analytics to safeguard sensitive data and maintain a secure virtual environment.

• IT Service Management: Experienced in ITIL-based service delivery, incident management, and change management processes.
• People Management: Proven ability to coach, mentor, and lead technical teams.

• Ensured that Citrix environments adhere to organizational security policies and compliance standards, including the use of AI-based threat detection and anomaly monitoring.
• Managed user access controls, authentication mechanisms, and encryption protocols to safeguard sensitive data.

• Oversaw the configuration, deployment, and maintenance of Citrix components such as Citrix Virtual Apps and Desktops, Citrix Provisioning Services (PVS), and Citrix Hypervisor.
• Implemented best practices for system performance tuning, load balancing, and resource allocation to ensure high availability and scalability, including the use of AI-powered analytics for capacity planning.
• Developed and deployed automated scripts using AI tools to streamline troubleshooting and reporting processes.

• Citrix DaaS (Desktop as a Service)
• Citrix Workspace App
• Citrix Gateway
• Windows Server Administration
• Active Directory
• Group Policy Management
• PowerShell Scripting (including automation with AI tools)
• Cloud Computing
• VDI (Virtual Desktop Infrastructure)
• Profile Management (Citrix Profile Management, FSLogix)
• Incident Management (AI-driven ticket triage and prioritization)
• Patch Management
• Service Desk
• End User Support
• Monitoring and Reporting (AI-enabled analytics)

• Infrastructure Management, Optimization & AI Integration
• Implemented and optimized Citrix and cloud environments, leveraging AI-based monitoring tools to proactively identify and resolve system bottlenecks.
• Reduced average incident resolution time by 30% through the development and documentation of standardized troubleshooting procedures, including AI-powered root cause analysis for Citrix Workspace App environments.
• Diagnosed and resolved complex technical issues related to Citrix DaaS, including performance bottlenecks, connectivity problems, and application delivery failures, utilizing machine learning models for predictive maintenance.
• Collaborated with Level 1 and Level 2 support teams to escalate and resolve persistent issues, ensuring minimal downtime and optimal user satisfaction.