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Harsha Rao
Citrix Cloud SME
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
18
18
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Project Manager
Zensar Technologies
04.2024 - Current
- Successfully reduced the vulnerability count from 120 to 0 within three months by implementing rigorous security measures, streamlining patch management processes, and conducting thorough risk assessments to prioritize and address critical issues efficiently
- Successfully planned & implemented shared resources methodology between multiple support projects and increased overall revenue by 20% with the same number of resources
- Led end-to-end management of major incidents, ensuring rapid resolution through effective coordination, stakeholder communication, and root cause analysis.
- Developed and executed comprehensive business continuity and disaster recovery strategies, including risk assessments, business impact analyses, and contingency planning.
- Chaired critical incident response meetings and war rooms, driving collaborative action plans with clear roles, responsibilities, and deadlines.
- Maintained accountability for incident resolution, leveraging workarounds or permanent fixes while ensuring minimal business disruption.
- Created and maintained detailed documentation including technical diagrams, contact lists, and post-incident review reports to support continuous improvement.
- Delivered regular metrics and executive reports on major incidents, highlighting trends, performance, and areas for improvement.
- Oversaw matrix management of cross-functional teams and third-party vendors, resolving conflicts and aligning efforts toward resolution.
- Designed and implemented training programs to raise awareness and build organizational resilience across departments.
- Continuously enhanced tools, processes, and knowledge bases to improve the efficiency and effectiveness of incident and crisis management
Manager
Vodafone
10.2022 - 04.2024
- Provided technical assistance on Citrix products to internal Vodafone users based in Europe - via phone, email and/or remote access.
- Provided SME assistance in Citrix XenDesktop 7x, Citrix XenApp 7x, Citrix Netscaler and Citrix Store Front.
- Worked on Incident, Service Request and Change Management to meet the SLAs
- Provided RCA for all SEV-1 and CRITSIT cases.
- Implemented monitoring of key services as part of Continues Service Improvement to quickly resolve and reduce the number of SEV-1 and SEV-2 cases.
- Was a part of the core patching team that was responsible to maintain and upgrade the Citrix environment through regular maintenance and collaborate with other teams to get the supported servers/applications updated and maintained.
- Volunteered to be the Change SPOC to represent the Citrix related changes in CAB and implement the change.
- Worked with Third-Party hardware and Software Vendors like HP and Microsoft to resolve issues affecting Citrix services.
Senior Technical Support Engineer
Citrix R&D India Pvt Ltd
05.2018 - 09.2022
- Provided technical assistance on Citrix products to premier success customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.
- Take an active role on business-critical issues with Sales Engagement to assist and resolve issues arise during PoC & UAT.
- Worked closely with TAM, SAM, Pre-Sales and Critical Situation Managers.
- Performed advanced problem analysis and isolates problems of moderate to high complexity.
- Achieved and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
- Published articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviewed others' articles
- Documented cases, recommendations, and resolutions clearly in the CRM system, took ownership of hot and/or more political cases escalated from less senior engineers
- Participated to weekend follow the sun coverage and occasionally conducted onsite mission.
- Understanding on Load Balancers and their functions.
- Web Application Firewalls (e.g., Citrix, and NetScaler)
- Knowledge of Security technologies (e.g., SSL/TLS, VPNs, Firewall, IDS/IPS).
- A solid understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS, and other related internet protocols.
- A strong working knowledge of the TCP/IP protocol stack.
- Facilitated technical training sessions to New Hires and existing team member through Tech Talks,knowledge sessions.
- Works collaboratively with diverse global teams and drives inclusive work environments in ccordance with Citrix core values.
Technical Consultant
Hewlett Packard, HP
11.2017 - 03.2018
Sr. Technical Support Engineer
Sutherland (Veritas Backup Exec)
10.2016 - 08.2017
Technical Support Engineer
Microsoft EPS ( Convergys )
11.2014 - 08.2016
Various Roles
3 Organizations
10.2007 - 01.2013
Education
B.Com -
University Of Pune
Pune, India 04.2001 -
MBA -
Liverpool Business School
Liverpool 04.2001 -
Skills
Vulnerability Management
Customer Success Manager
Azure VDI
Citrix Cloud Services
Project Management
Customer relations
Technical Support
SLA Management
Patching
Handling BAU
Software
Certification
Microsoft Certified Azure Fundamentals
Timeline
Project Manager
Zensar Technologies
04.2024 - Current
Manager
Vodafone
10.2022 - 04.2024
Senior Technical Support Engineer
Citrix R&D India Pvt Ltd
05.2018 - 09.2022
Technical Consultant
Hewlett Packard, HP
11.2017 - 03.2018
Sr. Technical Support Engineer
Sutherland (Veritas Backup Exec)
10.2016 - 08.2017
Technical Support Engineer
Microsoft EPS ( Convergys )
11.2014 - 08.2016
Various Roles
3 Organizations
10.2007 - 01.2013
B.Com -
University Of Pune
04.2001 -
MBA -
Liverpool Business School
04.2001 -
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